Summary
Overview
Work History
Education
Skills
References
Car And License
Recent Professional Development
Timeline
Generic

Erolini Tovio

CRANBOURNE WEST,Australia

Summary

Resourceful Dispatch Manager known for high productivity and efficient task completion. Skilled in route planning, team coordination, and logistics management, ensuring smooth operations. Excel in communication, problem-solving, and decision-making to optimize dispatch procedures.

Overview

20
20
years of professional experience

Work History

Despatch Manager

Crystal Interior Concepts
Rowville, VIC
06.2017 - Current
  • Company Overview: Crystal Interior Concepts is an industry leader
  • Formerly Crystal Shower Screens developed and improved to become the Crystal of today who now also manufacture Wardrobes Doors and Shelving, Splashbacks and Mirrors
  • They decided at an early stage not to try to be everything to everybody, but to be a formidable part of the industry specializing in volume homebuilders
  • To date their current customers include 13 of the top volume builders in Victoria
  • Their systems have been developed to service this industry, and are capable of handling in excess of 250 site managers enquires daily
  • Take incoming all calls from customers, Supervisors, Construction Managers, Warranty Officers
  • Schedule and coordinate all service/maintenance/warranty/paid service as calls are received
  • Create dispatch ticket for all service calls and/or emails
  • Dispatch Service Technicians each day to allocated areas
  • Dispatch Service Technicians from home to sites and ensure appropriate material has been delivered or collected from warehouse
  • Debrief Service Technicians after completion of each job/ticket
  • Respond to all messages/emails left overnight
  • Maintain the dispatch board / schedule
  • Forecast workload for 2 – 3 days out, and if in Peak forecast 2-3 weeks ahead
  • Update customer files and builder/site as information is received from installers/fitters
  • Prepare paperwork for all manufacture warranty parts
  • Maintain the maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals
  • Update service database from service ticket
  • Maintain Warranty Schedule and update accordingly
  • File Service tickets that have been completed, those that are on hold and those that have been re-allocated to fitters/installers who are not Warranty Service Technicians
  • Crystal Interior Concepts is an industry leader
  • Formerly Crystal Shower Screens developed and improved to become the Crystal of today who now also manufacture Wardrobes Doors and Shelving, Splashbacks and Mirrors
  • They decided at an early stage not to try to be everything to everybody, but to be a formidable part of the industry specializing in volume homebuilders
  • To date their current customers include 13 of the top volume builders in Victoria
  • Their systems have been developed to service this industry, and are capable of handling in excess of 250 site managers enquires daily
  • Coordinated with other departments to ensure timely delivery of goods and services.
  • Resolved customer complaints regarding late or incomplete deliveries by working with production teams to find solutions.

Call Centre Operator

NGT Marketing
Carrum Downs
12.2016 - 06.2017
  • Company Overview: NGT Marketing has been in operation since 1966 and is proudly family and Australian owned
  • What started as a humble mail order business has grown into one of Australia’s longest standing suppliers of corporate diaries and executive accessories
  • In 2011, with the desire to expand, the team at NGT went back to their roots and introduced Solutions by NGT Since 1966
  • The single focus was to find products that would make life easier
  • Created and Updated Training Manual for Call Centre
  • Manually created Rosters for Call Centre
  • Troubleshoot BO issues for customers and customer service staff
  • Assist with training of new customer service call centre staff
  • Take escalated calls for Call Centre
  • Answering phone calls and talking to customers regarding the company's products or services
  • Identify opportunities to offer information and make product suggestions based on a customer's needs
  • Taking orders from customers over the phone, mail, internet (web orders), eBay, Fax and face to face
  • Obtaining customer’s personal information, such as name, address, phone number, and payment method
  • Updating and making changes to customer accounts, orders, addresses and contact information
  • Document all customer interactions and enter the information into a Solution’s Database known as MOM
  • Ensure that all records are accurate and up-to-date
  • Use customer service knowledge to handle difficult customers
  • Ensure that each customer has a good experience
  • Complete checklists for new campaigns
  • Enter new product information as required with each new catalogue
  • Daily call backs to customers who leave messages on company voicemail
  • NGT Marketing has been in operation since 1966 and is proudly family and Australian owned
  • What started as a humble mail order business has grown into one of Australia’s longest standing suppliers of corporate diaries and executive accessories
  • In 2011, with the desire to expand, the team at NGT went back to their roots and introduced Solutions by NGT Since 1966
  • The single focus was to find products that would make life easier

Technical Advisor for iOS

Teleperformance
Burwood
02.2016 - 12.2016
  • Company Overview: Teleperformance is the worldwide leader in outsourced omnichannel customer experience management
  • Teleperformance connects the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions
  • Provide technical advice, expertise, detailed information and advice to customers of Apple
  • Provide How-to instructions for all queries, questions and concerns customer may have about their iOS devices (iPhone, iPod, iPad, iTunes, Apple Watch, iMac, MacBook Pro, MacBook Air, Apple TV, Wireless Multimedia Devices)
  • Troubleshoot all iOS and Mac+ Software issues
  • Identify the differences between Software and Hardware issues and referring or troubleshooting so with customer to ensure resolution of issue/s
  • Booking Apple Store Genius Bar Reservations with Apple Technicians for customers
  • Send Self-Help articles to customer to assist troubleshooting issues with their devices
  • Monitor KPIs and Call Handling Statistics and ensure they meet organizational standards
  • Mentor Multiple Waves of new advisors to ensure they are following correct policies and procedures in accordance with Teleperformance
  • Analyse customer service requirement and inform of all available services
  • Mentor new advisors on call flow, correct call procedures as well as ensuring KPIs are maintained
  • Perform Coaching and one-on-one sessions with advisors to improve KPIs as well as call structure and customer communication
  • Assist customer service employee and provide backup support
  • Develop and maintain effective relationship with customers
  • Manage all customer issues and resolve all complaints effectively
  • Teleperformance is the worldwide leader in outsourced omnichannel customer experience management
  • Teleperformance connects the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions

International Customer Care Consultant

Australia Post
Mount Waverley
10.2013 - 01.2016
  • Company Overview: Australia Post is a household name brand operating under the Federal Government and work within the guidelines of the Universal Postal Union which involve over 100 countries
  • With over 300 employees in the Contact Centre alone between Brisbane and Melbourne, our agents specialize in handling customer complaints and customer escalations
  • Analyse customer service requirement and inform of all available services
  • Administer all customer orders, provide appropriate consultation to customer for various products and services and place order accordingly
  • Manage all customer issues and resolve all complaints effectively
  • Manage all customer inquiries through phone calls and emails and ensure appropriate assistance in compliance with company policies and procedures
  • Develop and maintain professional relationship with colleagues and stakeholders to provide exceptional customer care services
  • Work with Buying Office and Stores and source appropriate material for customer
  • Analyse customer requirement for product and services and provide consultation to select appropriate product
  • Assist customer to select optimal and cost effective method for his or her requirement
  • Prepare documents for individual accounts and associate customer interaction and ensure follow up on all pending issues
  • Assist customer service employee and provide backup support
  • Develop and maintain effective relationship with customers
  • Monitor all customer calls, analyse problems for products and services and ensure optimal solution for same
  • Maintain knowledge on Privacy Law and inform customer on it
  • Australia Post is a household name brand operating under the Federal Government and work within the guidelines of the Universal Postal Union which involve over 100 countries
  • With over 300 employees in the Contact Centre alone between Brisbane and Melbourne, our agents specialize in handling customer complaints and customer escalations

Enrolled Nurse Trainee

Apprenticeship Plus
Northcote
01.2011 - 03.2013
  • Company Overview: Apprenticeship Plus legally employs the apprentice or trainee and places them with ‘host’ employers
  • APlus receives financial support from State and Federal Governments, so the expense to employers is kept to a minimum
  • They pay employee wages and super and regularly monitor their ‘on-the-job’ performance as they work towards a nationally recognised qualification
  • Illustrates good communication skills
  • Looks and acts like a professional
  • Ensures competency
  • Motivated and committed contributor
  • Inter-culturally and emotionally aware
  • Effective team player
  • Demonstrates a satisfactory knowledge base for safe practice
  • Does not extend duties beyond the job description and individual competency level
  • Clarifies unclear instructions and takes responsibility for own actions
  • Implements those aspects of the nursing care plan as delegated by the Registered Nurse
  • Delivers a safe standard of care as defined by nursing policy, standards and clinical protocols
  • Records and communicates essential information to nursing colleagues, doctors and other health professionals
  • Practices according to the aims, objectives and core values of the organization
  • Demonstrates a willingness to work positively within a team to achieve team goals and the provision of excellence in care/service delivery
  • Provides the opportunity for the development and growth of others
  • Performs other duties as directed by the Director of Nursing
  • Ensures that all documentation is accurate and completed in a professional and timely manner
  • Ensures incidences are reported accurately and in a timely manner
  • Evaluates the performance of others objectively to identify strengths and offer suggestions for improvement
  • Apprenticeship Plus legally employs the apprentice or trainee and places them with ‘host’ employers
  • APlus receives financial support from State and Federal Governments, so the expense to employers is kept to a minimum
  • They pay employee wages and super and regularly monitor their ‘on-the-job’ performance as they work towards a nationally recognised qualification

Assistant Manager

McDonalds
Hampton Park
01.2005 - 12.2011
  • Company Overview: McDonalds Hampton Park is a franchise family restaurant operating under licensee Ian Seal
  • With over 150 employees, McDonald’s main goals of operation are to provide excellent customer service, commitment to the growth of its people and to grow the business profitably
  • Provide ongoing Coaching, Mentoring and Professional Development
  • Monthly coaching with targeted feedback in line with McDonalds Policies and Procedures
  • Quarterly Team Meetings to discuss policy requirements and cultural development of the team for the reduction in staff attrition and shrinkage
  • Targeted performance management of behavioural and operational issues in line with Human Resource policies and government legislation
  • Investigation and resolution of escalated issues in line with company and client policies
  • Management and actioning of complex administrative issues
  • Assisting the crew in their duties and filling when needed
  • Leading teams of up to 20 crew undertaking a variety of skill sets including Customer Service at the Front counter as well as in the McCafe`, Kitchen duties, General Cleaning Duties and Cash Handling
  • Utilized management training as stated in Policies and Procedures to monitor and drive real time adherence and compliance results
  • Ongoing coordination with the crew and daily operation reviews of departmental needs to assess staffing requirements and planning
  • McDonalds Hampton Park is a franchise family restaurant operating under licensee Ian Seal
  • With over 150 employees, McDonald’s main goals of operation are to provide excellent customer service, commitment to the growth of its people and to grow the business profitably
  • Transition implementation of McAngus Launch August 2009, Shrek Launch 2008, McHappy Day events 2007, 2008 and 2009
  • Achieved and exceeded customer and operational KPI’s within two months
  • Coordinated membership drives and Crew events, seeing an increase in active participation of new and existing crew by 200%
  • OH&S representative from June 2007 until December 2009
  • Actively took part in the Royal Children’s Hospital Good Friday Appeal as a representative of Australia Post 2014
  • Part of the Media Team at Australia Post to create a Nomination Video for ATA National Awards 2014

Education

Certificate III - Customer Contact

Customised Training at Australia Post
12.2014

Certificate IV - Nursing (Medication Endorsed)

Traineeship with Apprenticeship Plus
12.2013

Certificate IV - Retail Management

Customised Training at McDonalds
12.2009

Certificate III - Retail Supervision

Customised Training at McDonalds
12.2008

Certificate II - Retail Operations

Customised Training at McDonalds
12.2006

Year 12 -

Killester College
Springvale, VIC
12.2004

Some College (No Degree) - WorkSafe Victoria

Construction White Card
Melbourne, VIC

Skills

  • Excellent communication skills
  • Ownership
  • Decision Making
  • Excellent phone manner
  • Proactive Initiative
  • Multiple project coordination
  • Route planning expertise
  • Maintenance recordkeeping
  • Customer communication
  • Manpower planning
  • Strong leadership
  • Environmental awareness
  • Labor cost control
  • Employee time records
  • Sales support
  • Order data entry
  • Workflow planning
  • Supply chain
  • Staff training and development
  • Daily reports
  • Excellent customer service skills
  • Multi-tasking skills
  • Schedule coordination

References

Available on request.

Car And License

True

Recent Professional Development

  • 01/01/09, Promoted from Junior Manager to Senior 2nd Assistant Manager at McDonalds
  • 01/01/09, OH&S – Safety Team Leader at McDonalds
  • 01/01/09, Fire Training – McDonalds
  • 01/01/08, Leadership Plus Programs – McDonalds
  • 01/01/11, In-service Training programs with the Healthcare setting
  • 01/01/14, Promoted to work in a Niche team within Australia Post

Timeline

Despatch Manager

Crystal Interior Concepts
06.2017 - Current

Call Centre Operator

NGT Marketing
12.2016 - 06.2017

Technical Advisor for iOS

Teleperformance
02.2016 - 12.2016

International Customer Care Consultant

Australia Post
10.2013 - 01.2016

Enrolled Nurse Trainee

Apprenticeship Plus
01.2011 - 03.2013

Assistant Manager

McDonalds
01.2005 - 12.2011

Certificate III - Customer Contact

Customised Training at Australia Post

Certificate IV - Nursing (Medication Endorsed)

Traineeship with Apprenticeship Plus

Certificate IV - Retail Management

Customised Training at McDonalds

Certificate III - Retail Supervision

Customised Training at McDonalds

Certificate II - Retail Operations

Customised Training at McDonalds

Year 12 -

Killester College

Some College (No Degree) - WorkSafe Victoria

Construction White Card

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Erolini Tovio