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
Similar Profiles
Corey RickerCorey Ricker
Staffing and Security Liaison (GS-12/13 Level) at REDHORSE Corp, Department of Energy Contractor, Office of Energy Efficiency & Renewable EnergyStaffing and Security Liaison (GS-12/13 Level) at REDHORSE Corp, Department of Energy Contractor, Office of Energy Efficiency & Renewable Energy
ROBERT BROWNROBERT BROWN
Field Operations Technician at Fly Wheel Energy, Merit Energy, BHP Billiton and Chesapeake EnergyField Operations Technician at Fly Wheel Energy, Merit Energy, BHP Billiton and Chesapeake Energy
Tony KellyTony Kelly
Asset Inspector,pole Nailing at Energex ,Ergon Energy,Evo Energy, Essential EnergyAsset Inspector,pole Nailing at Energex ,Ergon Energy,Evo Energy, Essential Energy
Saloni ShiyaniSaloni Shiyani
Pick Packer at COS (complete Office Staffing Pty Ltd)Pick Packer at COS (complete Office Staffing Pty Ltd)
Oliver Van EckOliver Van Eck
Swim School Supervisor at Kingswim RobinaSwim School Supervisor at Kingswim Robina