Jamie Will
Stockrington,NSW
Summary
Ambitious and motivated Team Leader with 10 years' experience in the Department of Customer Service Public Sector. Building and maintaining long-lasting relationships and securing business targets. Passionate in coaching and providing development opportunities for personnel and is accountable for professional growth. Collaborative team player and contributes to achievement of business key performance indicators.
Overview
19
19
years of professional experience
Work History
Team Leader - Contact Center
Service NSW
Newcastle / Maitland / Warners Bay / Gosford, NSW
04.2014 - Current
- Leading a highly efficient team within a high-pressure Government Contact Center environment.
- Displays passion, accountability, and teamwork: Leading by example and aligning the business's core values ensures an ethical practice and allows space for individuals to grow.
- Providing coaching and support for individual development: side by side and live call budding, one-on-one coaching sessions, catch-ups, and providing various tools.
- Team administration: scheduling, leave approvals, unplanned leave calendars, performance improvement programs, individual development programs, sensitive documents, team meetings, system reports, and stat reports.
- Observing call volumes and responding in a timely manner to support business needs.
- Completing Performance Improvement Evaluations on staff and providing feedback to develop our people and ensure a high-quality customer experience in an 'omni-channel' environment.
- Delivers specialist services in licensing and registration, heavy vehicles, and online services to achieve first call resolution.
- Supporting our people and customers by resolving complex customer complaints.
- Liaising with stakeholders to challenge processes and policy to better support business needs.
- Develop and implement training programs to support team members in their learning.
Customer Service Representative
Sykes
Maitland, NSW
01.2014 - 04.2014
- Delivering customer service, specialising in banking and financial products.
- Achieving key performance indicators set by my inline leader.
- Using computer based financial systems and resources.
- Providing accurate information and working within financial legislation guidelines.
Sales Representative
Combined Insurance
Newcastle, NSW
04.2013 - 02.2014
- Providing accident and sickness insurance to clients who require peace of mind.
- Displaying excellent product knowledge.
- Working in-line with legislation, company procedures and policies.
- Making outbound phone calls, presentations to existing and prospective customers.
- Develops clear and effective written proposals/quotations for existing and prospective customers Expedites the resolution of customer problems and complaints.
- Coordinates sales efforts with marketing, sales management, accounting, logistics and technical.
Assistant Manager
McDonald's
Newcastle, NSW
03.2005 - 01.2011
- Operating a multi chain of restaurants, delivering high quality products and service to customers.
- Resolving complex customer enquiries.
- Prepare and manage team meetings: discuss business targets, goal setting.
- Provide training and coaching sessions supporting ongoing development.
- Scheduling: Complete a revolving rosters in-line with the budget and availability.
- Practice and implement workplace safety, occupational health and safety and first aid.
- Planned Maintenance tasks: equipment calibration, cleaning, training.
- Inventory: Complete daily stock take, prepare a food/stock order meeting customer need.
- Administration for policies and procedure training, tracking, and filing crew files, invoices, cash sheets, foods cost statements, personal details, workplace safety.
Education
High School Certificate -
Maitland High School
01.2007
Cert IV Government
Tafe NSW
Newcastle Certificate II Hospitality (operations) -
Maitland High School
Certificate III Retail Management -
McDonalds
Training / Courses
Skills
- Authentic and Transparent
- Communicates effectively
- Accountable and Reliable
- Passionate & Motivated
- Excellent organisational skills
- Customer service excellence
- Team building and leadership
- Displays resilience
Reference
Nicola Maiava - Contact Center Manager
Service NSW
Nicola.Maiava@service.nsw.gov.au
M. 0400 333 741
Janni Graham - Contact Center Manager
Service NSW
Janni.Graham@service.nsw.gov.au
M. 0466 496 567
Timeline
Team Leader - Contact Center
Service NSW
04.2014 - Current
Customer Service Representative
Sykes
01.2014 - 04.2014
Sales Representative
Combined Insurance
04.2013 - 02.2014
Assistant Manager
McDonald's
03.2005 - 01.2011
High School Certificate -
Maitland High School
Cert IV Government
Tafe NSW
Certificate II Hospitality (operations) -
Maitland High School
Certificate III Retail Management -
McDonalds
Training / Courses
Similar Profiles
Mikaila DennettMikaila Dennett
Customer Service Officer at Service NSWCustomer Service Officer at Service NSW
Orshina KorkoOrshina Korko
Digital Service Representative at Service NSWDigital Service Representative at Service NSW
Alana LavingtonAlana Lavington
DSR (Digital Service Representative) at Service NSWDSR (Digital Service Representative) at Service NSW