Eric Segarra Morales
Wentworthville,Australia
Summary
Customer service and operations professional with over 10 years of experience in international organizations. Expertise in customer engagement, team leadership, and technical support, with a strong track record in fostering client relationships and troubleshooting technical issues. Proven ability to drive process improvements and adapt to fast-paced environments, leveraging over six years of IT experience. Effective team leader skilled in performance monitoring, work delegation, and motivating team members to achieve goals.
Overview
19
19
years of professional experience
Work History
Team Leader – Spares Section
Makita Warehouse
Pemulwuy, NSW
12.2023 - Current
- Supervised daily operations in Spares Section, managing team to fulfill orders efficiently.
- Implemented process improvements to enhance workflow efficiency.
- Communicated with management regarding inventory needs and supply issues.
- Maintained a positive work environment that promoted collaboration between team members.
- Delegated daily tasks to team members to optimize group productivity.
- Maintained inventory controls and coordinated stock levels for timely dispatch to clients.
- Trained and mentored new staff on logistics processes and safety standards.
Machine Operator / LSR
ResMed / NX Blue Team
Baulkham Hills, NSW
03.2022 - 10.2025
- Operated and maintained production equipment for sleep medical devices, ensuring safety and quality compliance.
- Adhered to strict safety protocols while handling sensitive materials and equipment.
- Inspected finished products for quality assurance before packaging and distribution.
- Adjust machine settings to complete tasks accurately.
- Carry out regular safety checks on machinery prior to operation.
- Performed preventative maintenance and troubleshooting on tooling and machinery to reduce downtime.
- Identified and reported non-routine technical issues to stakeholders in a timely manner.
- Collaborated effectively in high-speed environments, demonstrating attention to detail and physical stamina.
General Manager
Australian Orthotic Group
Baulkham Hills, NSW
03.2016 - 03.2022
- Supervised daily operations and managed communications with clinics and business partners across Australia, New Zealand, China, and Canada.
- Fostered strong customer relationships to improve satisfaction and loyalty.
- Delivered technical support for SQL-based TCS clinical software and conducted minor clinical hardware repairs.
- Facilitated sales processes for specialized medical equipment alongside client clinical reviews.
- Provided ongoing support during client clinical evaluations to enhance user experience.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
Warehouse & Factory Support
Workforce International Group
Sydney, NSW
10.2015 - 03.2016
- Performed diverse warehouse, trade, and factory responsibilities across multiple sites, enhancing operational efficiency and collaboration.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked effectively in team environments to make the workplace more productive.
Customer Service Agent
Air Canada
Portland, OR
04.2015 - 07.2015
- Served as primary contact for business passengers during check-in, facilitating special assistance and overseeing communication amid travel disruptions.
- Assisted customers with flight inquiries and booking modifications.
- Provided timely solutions for passenger issues and concerns.
- Educated passengers on travel policies and procedures effectively.
- Resolved conflicts by actively listening to customer complaints and feedback.
- Resolved customer complaints quickly and efficiently.
- Processed refunds, returns, exchanges, and order cancellations according to policy.
Senior Customer Service Representative
Regus America
Seattle, WA
02.2014 - 10.2014
- Acted as primary contact for clients, delivering timely information and enhancing service quality.
- Facilitated onboarding process for new clients while providing ongoing support.
- Resolved customer complaints with efficiency and professionalism, ensuring satisfaction.
- Maintained precise records of customer interactions to support business operations.
- Collaborated with team members to optimize service processes and improve client experience.
- Monitored client feedback to identify opportunities for service improvements.
- Consulted customers on needs, effectively addressing concerns and fostering loyalty.
- Coordinated efforts with Sales, Marketing, and Technical Support to enhance service delivery.
Front Service & Concierge Advisor
Walt Disney World Resorts
Orlando, FL
08.2006 - 10.2013
- Delivered world-class service, enhancing guest satisfaction and loyalty.
- Handled guest inquiries and resolved complaints promptly to ensure positive experiences.
- Collaborated with hotel staff to maintain smooth operations and high standards.
- Organized special requests, including flowers and gifts, to delight guests.
- Monitored lobby areas to uphold cleanliness and orderliness consistently.
- Trained new staff on customer service policies and procedures for optimal performance.
- Maintained guest privacy by safeguarding confidential information diligently.
- Assisted with check-in and check-out processes, confirming reservations accurately.
Education
Bachelor’s Degree - Telecommunication
Universidad Del Sagrado Corazón
Puerto Rico01-2006
Bachelor’s Degree - Education
Universidad Del Estado
Puerto Rico08-1998
High School Diploma -
Gilberto Concepción De Gracia
Puerto Rico05-1998
Skills
- Customer service excellence
- Technical support and troubleshooting
- Team leadership
- Warehouse management
- Process improvement
- Preventative maintenance
- Client relationship management
- Microsoft Office Suite proficiency
- Adobe software expertise
- Bilingual communication
- Strong work ethic
- Professional demeanor
- Workflow optimization
- Employee training and development
- Constructive feedback delivery
- Team building strategies
- Task delegation skills
- Deadline management techniques
- Problem-solving abilities
Languages
- Spanish
- English
References
Available upon request.
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Timeline
Team Leader – Spares Section
Makita Warehouse
12.2023 - Current
Machine Operator / LSR
ResMed / NX Blue Team
03.2022 - 10.2025
General Manager
Australian Orthotic Group
03.2016 - 03.2022
Warehouse & Factory Support
Workforce International Group
10.2015 - 03.2016
Customer Service Agent
Air Canada
04.2015 - 07.2015
Senior Customer Service Representative
Regus America
02.2014 - 10.2014
Front Service & Concierge Advisor
Walt Disney World Resorts
08.2006 - 10.2013
Bachelor’s Degree - Telecommunication
Universidad Del Sagrado Corazón
Bachelor’s Degree - Education
Universidad Del Estado
High School Diploma -
Gilberto Concepción De Gracia
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