Harry Mackel
Brisbane,QLD
Summary
Driven professional equally skilled as an individual contributor and as a leader of a multi-skilled team; capable of motivating, coaching and overseeing teams by employing excellent interpersonal and multitasking skills.
Demonstrated skills in independent judgment and critical-thinking, having performed as the escalation point for customers, industry stakeholders and Energy Specialists in a dynamic energy industry for over two years.
Overview
7
7
years of professional experience
Work History
Customer Operations Lead
Origin Energy
02.2022 - Current
- Manage team of 15 Energy Specialists, responsible for a portfolio of up to 70,000 customers; consistently achieving above target for customer satisfaction
- Managed daily operations, ensuring timely management of all customer facing communication lines
- Supported team in a challenging fast paced and dynamic energy industry during a cost of living crisis
- Enhanced team productivity by providing ongoing training, career development and engagement opportunities
- Collaborated with cross-functional teams to achieve company-wide objectives and drive operational excellence
- Served as escalation point for team members, industrial stakeholders and customers
- Ensured strict compliance with industry regulations, maintaining up-to-date knowledge of rapidly changing relevant guidelines and best practices
Energy Specialist
Origin Energy
10.2021 - 02.2022
- End to end customer service
- Peer to peer feedback and process feedback
- Customer engagement over multiple platforms
- Conflict management
- Billing, hardship programs, cross-selling products, metering and customer complaints
Duty Manager
Dendy Cinemas
05.2021 - 10.2021
- Fulfilled data analysis and reporting duties
- Provided inventory purchasing and counting services
- Managed back-of-house IT systems
- Provided the Responsible Service of Alcohol to patrons
Shift Supervisor
Cineplex Cinemas
12.2016 - 08.2021
- Delivered weekly rosters according to business needs and budgeting restraints
- Effective business-to-customer communication
- Provided inventory management, utilising purchasing practices according to budgeting requirements
- Scheduling and co-ordination of staff meetings
- Facilitating professional internal communications through performance review processes and procedures
- Supervised daily operations, ensuring safety standards and licensing obligations were met
Education
Bachelor of Business Management - International Business
University of Queensland
01.2020
Bachelor of Arts - Mandarin
University of Queensland
01.2020
Skills
- Customer Relationship Management (CRM)
- Performance Management
- Critical Thinking
- Complaint Resolution
- Strategy Implementation
- Data Analytics
Timeline
Customer Operations Lead
Origin Energy
02.2022 - Current
Energy Specialist
Origin Energy
10.2021 - 02.2022
Duty Manager
Dendy Cinemas
05.2021 - 10.2021
Shift Supervisor
Cineplex Cinemas
12.2016 - 08.2021
Bachelor of Business Management - International Business
University of Queensland
Bachelor of Arts - Mandarin
University of Queensland
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