Doug Truman
Sydney,NSW
Summary
Experienced and proactive Customer Service Manager with 41 years of dedicated service with QANTAS as an international cabin crew member.
I placed a high standard on myself as an employee and left the organization being highly regarded and respected by my colleagues and management team.
Overview
41
41
years of professional experience
Work History
Customer Service Manager
QANTAS Airways
Sydney / Barden Ridge, NSW
09.1979 - 02.2021
- Strong focus on customer service and satisfaction
- Provided a safe working environment for customers and crew
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Achieved all On Time Performance requirements which benefited the company financially and customer satisfaction
- Monitored staff performance to ensure adherence to customer service standards.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
High School Diploma -
Cleveland High
Cleveland, QLD11-1972
Skills
- Service Delivery Optimization
- Information Security
- Schedule Coordination
- Training and mentoring
- Workflow Management
- Complaint resolution
- Regulatory Compliance
- Handling Escalations
- Issue Resolution
- Focused on customer satisfaction
- Team Building and Leadership
- Decision-Making
- Customer Relationship Management (CRM)
- Positive and Constructive Feedback
- Excellent time management skills
- Relationship Building
- Product Knowledge
Languages
Italian
Limited
References
References available upon request.
Timeline
Customer Service Manager
QANTAS Airways
09.1979 - 02.2021
High School Diploma -
Cleveland High
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