Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
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Jason Thomas

Darra,QLD

Summary

Well-trained in people skills

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Proficient telstra tech support offering more than 5 years of experience in helpdesk operations, network maintenance and mobile device support. Applies technical expertise and diagnostic abilities toward solving problems and maintaining usability and performance. Versed in large data storage networks, voice/data innovations and VPNs. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

10
10
years of professional experience

Work History

Keno Venue Support

The Lottery Corporation
03.2023 - Current
  • Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
  • Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
  • Adhered to company policies, procedures and system documentation requirements.
  • Established positive relationships with clients through proactive communication and attentive listening skills.
  • Served as a key liaison between customers and internal departments, facilitating timely resolutions for urgent matters.
  • Managed approximately 30 incoming calls, emails per day from Venues

Manager

TSA Telco Group
04.2020 - 10.2022
  • Accomplished multiple tasks within established timeframes.
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Delivered feedback to decision-makers regarding employee performance and training needs.
  • Approved regular payroll submissions for employees.
  • Applied customer feedback to develop process improvements and support long-term business needs.
  • Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Managed and motivated employees to be productive and engaged in work.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.

Telstra Support Officer

TSA
03.2014 - 04.2020
  • Participated in ongoing professional development opportunities to stay current with industry trends and best practices, ensuring top-quality service delivery at all times.
  • Created, prepared, and delivered reports to various departments.
  • Provided remote assistance to customers using screen sharing tools, ensuring efficient issue resolution.
  • Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
  • Balanced multiple priorities effectively by utilizing strong organizational skills and proactive task management techniques.
  • Optimized digital resources through routine troubleshooting and proactive system updates.
  • Served as a liaison between customers and tech support teams when needed.
  • Supported clients in crisis situations by remaining calm under pressure and utilizing appropriate intervention techniques when necessary.
  • Enhanced team productivity, providing guidance and assistance to junior Support Officers when needed.

Education

Pimlico State High School
Pimlico, QLD
01.2002

Skills

  • Administration and Reporting
  • Employee Coaching and Motivation
  • Quality Standards
  • Productivity Performance
  • Overseeing Employees
  • Business Process
  • Problem-solving abilities
  • Critical Thinking
  • Data Entry
  • Complaint resolution
  • Professional telephone demeanor
  • Call Center Operations
  • Microsoft Outlook
  • Call Management
  • Product Knowledge
  • Follow-up skills
  • Technical Support Experience
  • Technical Support and Assistance
  • Technology Support
  • Fiber Optics
  • Network Troubleshooting
  • Wireless Networking
  • Hardware Installation
  • LAN and WAN Technologies
  • VoIP Systems
  • Mobile Device Management

Accomplishments

  • Supervised team of 20 onshore and 12 offshore staff members.
  • Achieved building a team of reliable staff through effectively helping build great relationships through my ability to be upfront and so honest with my staff.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Additional Information

To put in a quick summary I worked for TSA for nearly 10yrs and Built a great team of staff who in the beginning they were just staff but all turned out to be my great friends and family.

Timeline

Keno Venue Support

The Lottery Corporation
03.2023 - Current

Manager

TSA Telco Group
04.2020 - 10.2022

Telstra Support Officer

TSA
03.2014 - 04.2020

Pimlico State High School

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Jason Thomas