Ephraim Martenson
Fairfield,QLD
Summary
Customer service advocate with a strong background in delivering high-quality customer solutions and dispute resolution. Actively drove operational change within IAG as part of a team of Change Champions, fostering continuous improvement and enhancing business performance. Passionate about project management, particularly in process optimization and construction, with a keen interest in streamlining workflows and improving operational efficiencies. Adept at collaborating with cross-functional teams to implement change initiatives and deliver impactful results. Seeking opportunities to apply learnt project management expertise in a dynamic and growth-oriented environment.
Overview
3
3
years of professional experience
Work History
Customer Delivery Consultant
Insurance Australia Group
02.2023 - Current
- Drive customer satisfaction through data-driven solutions, analyse service metrics, and implement process improvements to enhance delivery outcomes
- Partner with cross-functional teams to streamline customer service workflows and develop innovative solutions for complex client requirements
- Resolve customer enquiries efficiently while maintaining high service standards and contributing to team performance targets
- Lead and support change initiatives as part of a team of Change Champions, driving efficiency improvements and fostering a culture of continuous improvement
Merchandising Team Member
Big W, Woolworths Group
04.2022 - 02.2023
- Managed store merchandise displays and inventory organisation, ensuring optimal product placement and visual appeal while maintaining stock accuracy
- Partnered with team members to coordinate seasonal displays and promotional setups, contributing to enhanced customer experience
Education
Bachelor - Project Management
Bond University
Robina, QLD11.2025
High School Certificate -
Villanova College
Coorparoo, QLD11-2021
Skills
- Workflow Optimization Expertise
- Cross-Functional Collaboration
- Responsive to Change
- Strategic Decision Making
- Support for Organizational Change
- Effective Conflict Mediation
- Customer Behavior Analysis
- Prioritization and Time Management
- Key Performance Indicators
- Relationship Building
Coursework
- Confluence Fundamentals
- Jira Work Management Fundamentals
- Microsoft Project
Timeline
Customer Delivery Consultant
Insurance Australia Group
02.2023 - Current
Merchandising Team Member
Big W, Woolworths Group
04.2022 - 02.2023
Bachelor - Project Management
Bond University
High School Certificate -
Villanova College
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