Jayden Awatere
Brisbane
Summary
Highly motivated and results driven operations leader with years of experience managing high performing teams in a fast-paced customer service, ICT and contact Centre environments. Proven ability to drive operational excellence, meet critical KPIs and deliver outstanding customer outcomes. Experienced in team leadership, real-time performance management, escalations handling and vendor/stakeholder coordination. Recently returned from a career break focused on personal growth and development, now seeking long-term opportunity to contribute, grow and add value within a dynamic organisation.
Overview
10
10
years of professional experience
Work History
Systems Care Team Leader
Goodstart Early Learning
03.2022 - 09.2023
- Led the ICT support team responsible for delivering essential services to customers and staff across a network of over 660 early learning centres nationwide.
- Reported directly to the Chief Information officer, providing regular insights, performance reporting and forecasting to support resource planning and department strategy.
- Coached and developed team members to build capability, improve service delivery and foster a high performing culture.
- Acted as the primary escalation point for complaints and disputes, collaborating with internal stakeholders and technical specialist to achieve prompt resolutions.
- Analysed service desk performance metrics and trends, implementing targeted stratergies to improve efficency and customer outcomes.
- Coordinated with vendors and internal teams to manage IT system releases and upgrades. ensuring clear communication and seamless delivery to minimise impacts on centre operations.
- Delivered timely and effective communication regarding system incidents, maintenance schedules and service changes to internal stakeholders.
- Drove process improvements to streamline workflows, reduce response times and proactively address recurring issues.
- Ensured compliance with organisational policies, data security standards and risk management frameworks.
- Supported onboarding and training initiatives for new staff.
Team Leader: Dispatch Control Centre
Allianz Worldwide Partners
09.2018 - 03.2022
- Led a large team responsible for coordinating roadside assistance nationwide on a 24-7 rotating roster.
- Managed daily contact centre operations in fast paced high volume environment, ensuring service levels (SLAs) and KPIs were consistently met across multiple queues.
- Monitored real time performance metrics, providing timely reports and insights to senior management to support operational decision making.
- Proactively coordinated staffing resources by assigning team members to queues and tasks based on workload demands and call volume fluctuations.
- Acted as a primary escalated point for urgent and complex customer cases, ensuring swift resolution and maintaining service quality.
- Led team huddles and briefings to communicate priorities, performance updates and coaching opportunities in line with operational targets.
Customer Service Team Leader
Foxtel
03.2014 - 09.2018
- Led a team of customer service specialist who delivered premium support for Foxtel & internet bundled subscribers across multiple service channels in a high-volume environment.
- Provided coaching, mentoring and performance management to team members, driving service excellence and customer satisfaction.
- Managed complaints which ranged from billing, customer experience, subscription concerns etc.
- Involved with the launch of Foxtel NBN & broadband services, supporting service rollout, customer communication and issue resolution during the implementation phase.
- Analysed team performance metrics to identify trends and implement improvements that enhanced customer outcomes.
- Supported operational initiatives aimed at improving workflow and elevating service delivery standards.
- Consistently met and exceeded performance targets contributing to overall team success and customer retention.
- Maintained a strong customer first focus in a dynamic and competitive telecommunications environment.
Skills
- Leadership & team development
- Operational management & workforce planning
- Service excellence & customer focused
- Performance monitoring & KPI management
- Escalation & incident management
- Vendor & stakeholder Coordination
- Process improvement & continuous development
- Effective communication & reporting
Timeline
Systems Care Team Leader
Goodstart Early Learning
03.2022 - 09.2023
Team Leader: Dispatch Control Centre
Allianz Worldwide Partners
09.2018 - 03.2022
Customer Service Team Leader
Foxtel
03.2014 - 09.2018
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