Franklyn Blackwell
Clear Mountain,QLD
Summary
Dynamic Customer Operations Officer with a proven track record at Energy Queensland, excelling in operational efficiency and crisis management. Expert in driving continuous improvement and enhancing employee performance, I successfully led cross-state collaborations and resolved complex customer issues, ensuring high satisfaction and compliance with organizational standards.
Overview
4
4
years of professional experience
Work History
Customer Operations Officer
Energy Queenslad
06.2022 - Current
- Strategic Leadership & Operational Excellence - Identified and implemented process improvements to enhance efficiency, streamline workflows, and align operational strategies with business objectives.
- Customer Experience & Issue Resolution - Led the resolution of complex customer concerns across multiple communication channels, ensuring high satisfaction through effective problem-solving and tailored support.
- Training & Team Development –-Provided leadership, training, and ongoing support for staff, particularly in disaster response, fostering a skilled and resilient team.
- Cross-State Collaboration - Partnered with stakeholders and internal teams to drive seamless issue resolution, ensuring compliance with regulations and organisational priorities.
- Crisis & Compliance Management – Oversaw on-call response for 24/7 support, managed sensitive information with discretion, and ensured adherence to EDNC compliance through proactive coordination with workforce planning teams.
Customer Service Representative
Ampol
10.2021 - 01.2023
- Monitored and balanced cash drawers across multiple checkouts, ensuring accuracy and smooth transactions.
- Managed stock by replacing damaged or missing products promptly to maintain store presentation.
- Provided leadership support by stepping into supervisor/manager roles across various sites during planned and unplanned leave.
- Investigated and resolved customer enquiries, complaints, and service issues to maintain high satisfaction levels.
- Processed customer orders, calculated totals, and maintained accurate inventory and account records.
- Streamlined processes and trained team members on best practices to improve efficiency and consistency.
- Maintained customer databases and records in line with company standards.
- Increased night shift profits 15% and store preparedness over night shift responsibilities to increase day shift profits by stock availability
Skills
- Operational efficiency
- Employee performance
- Resource management
- Organizational efficiency
- Continuous improvement
- Budget management
Timeline
Customer Operations Officer
Energy Queenslad
06.2022 - Current
Customer Service Representative
Ampol
10.2021 - 01.2023