James Hayes
Ingleburn
Overview
12
12
years of professional experience
Work History
Head Basketball Coach
Macarthur Heat
10.2021 - Current
- Improved team performance by developing and implementing effective training programs.
- Developed players skills through targeted training sessions and personalized coaching, resulting in improved on-court abilities.
- Fostered positive team culture by emphasizing sportsmanship, teamwork, and discipline both on and off the court.
- Led the team to multiple playoff appearances.
- Analyzed game footage to identify areas of improvement for both individual players and overall team strategy.
- Continuously updated coaching techniques by attending professional development conferences and collaborating with fellow coaches from different regions.
- Promoted lifelong skills such as discipline and good sportsmanship.
- Upheld safety standards at practices, games and events.
Customer Service Supervisor
Martin Brower
09.2023 - 03.2024
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Created, prepared, and delivered reports to various departments.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Handled day-to-day customer contact via Salesforce and Outlook.
Customer Service Team Leader
Koh
05.2022 - 08.2022
- Streamlined team processes for increased efficiency and productivity.
- Facilitated regular team meetings to discuss progress, challenges, and areas for improvement.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Handled day-to-day customer contact via email.
Customer Service Team Leader
Greencross Vets
01.2022 - 05.2022
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Implemented new working processes to deliver multiple improvements.
- Trained Nursing staff in utilizing CRM software, ensuring optimal utilization and accurate data entry.
- Conducted regular audits of CRM data to maintain accuracy and ensure compliance with industry standards.
- Developed customized reports for senior management, providing valuable insights into customer trends and behaviour patterns.
- Initiated process improvements within the organization through regular review.
- Established best practices for data entry, ensuring consistency across all team members using the CRM platform.
CRM Coordinator
Everyday Rewards
03.2020 - 01.2022
- Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
- Designed and prepared technical reports, studies and related documentation.
- Established extensive procedures and policies for troubleshooting and resolving hardware and software issues.
- Constructed, edited and tested computer system programs.
- Trained Customer Service Representatives and Management in utilizing CRM software, ensuring optimal utilization and accurate data entry.
- Involved in cross-functional efforts to integrate CRM systems across multiple departments, resulting in a more cohesive customer experience strategy.
Customer Service Team Leader
Everyday Rewards
06.2018 - 01.2022
- Analysing Data to spot trends and potential area's of improvement for both CSR as well as call drivers.
- Led team of between 5 and 25 CSR's while providing exceptional customer service.
- Streamlined team processes for increased efficiency and productivity.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Reduced staff turnover by implementing targeted training programs and fostering a positive work environment.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Developed efficient schedules through Genesys, optimizing team resources to meet fluctuating demand.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching their KPI's.
- Implemented new working processes to deliver multiple improvements.
- Coordinated weekly meetings for internal and external groups.
Team Leader
Woolworths Gift Cards
01.2018 - 06.2018
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching KPI goals.
- Delegated daily tasks, addressed employee questions, and resolved scheduling issues.
- Developed process improvements and offered actionable solutions to correct recurring issues.
Process Improvement Coordinator
Everyday Rewards
10.2017 - 12.2017
- Streamlined process workflows by identifying inefficiencies and implementing corrective actions.
- Increased employee productivity with targeted training programs focused on key performance metrics.
- Collaborated with organizational stakeholders to align process improvement initiatives with strategic objectives.
- Established a culture of continuous improvement by fostering employee engagement in problem-solving activities.
- Drove process automation initiatives that led to increased speed, accuracy, and reduced risk of human error.
- Gathered input from employees at all levels of the organization to gain a comprehensive understanding of existing problems.
CSR/Receptionist/'Head Elf' of Santa's Workshop
Grouse Mountain
10.2015 - 10.2017
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Confirmed appointments, communicated with clients and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered central telephone system and directed calls accordingly.
Travel Agent
Flight Centre
11.2012 - 08.2015
- Created customized travel itineraries tailored to individual preferences and needs.
- Developed strong relationships with suppliers, securing exclusive deals and discounts for clients.
- Improved overall revenue by upselling additional services such as excursions, insurance, and upgraded accommodations when appropriate.
- Attended industry conferences and networking events to stay current on market trends, forging valuable connections with key players in the travel sector.
- Maintained detailed records of client transactions, ensuring accurate billing information was always on hand for future reference or dispute resolution purposes.
- Managed complex itinerary changes due to unforeseen circumstances without sacrificing customer satisfaction or incurring unnecessary expenses.
- Assisted clients in obtaining necessary visas or other documentation required for international travel, navigating complex regulations efficiently to avoid delays.
- Generated repeat business through proactive follow-up with past clients, soliciting feedback on their experiences and offering tailored recommendations for future trips.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
Skills
- Team Development
- Continuous Improvement
- Call Centre Operations
- Workforce Management
- Complaint resolution
- Onboarding
- Process Mapping
- Salesforce Experience
- Team reporting
- Both Microsoft Office and Google Suite experience
Timeline
Customer Service Supervisor
Martin Brower
09.2023 - 03.2024
Customer Service Team Leader
Koh
05.2022 - 08.2022
Customer Service Team Leader
Greencross Vets
01.2022 - 05.2022
Head Basketball Coach
Macarthur Heat
10.2021 - Current
CRM Coordinator
Everyday Rewards
03.2020 - 01.2022
Customer Service Team Leader
Everyday Rewards
06.2018 - 01.2022
Team Leader
Woolworths Gift Cards
01.2018 - 06.2018
Process Improvement Coordinator
Everyday Rewards
10.2017 - 12.2017
CSR/Receptionist/'Head Elf' of Santa's Workshop
Grouse Mountain
10.2015 - 10.2017
Travel Agent
Flight Centre
11.2012 - 08.2015
Similar Profiles
ANDREW MARK MOPPETTANDREW MARK MOPPETT
Assistant Manager/Frame & Truss Detailer/Estimator at Dahlsens Macarthur Frame and Truss (Formerly Macarthur Frames and Trusses)Assistant Manager/Frame & Truss Detailer/Estimator at Dahlsens Macarthur Frame and Truss (Formerly Macarthur Frames and Trusses)
Joseph BlancoJoseph Blanco
Facilities Manager at MacArthur GroupFacilities Manager at MacArthur Group
Nin MahmoodNin Mahmood
Receptionist at Wests Group MacarthurReceptionist at Wests Group Macarthur
Kolopa LEOTAKolopa LEOTA
Pick/Picker Packer at Coles GroupPick/Picker Packer at Coles Group
Zade KalacheZade Kalache
Chiropractor at Movewell CollectiveChiropractor at Movewell Collective