Joseph McGrath
Kew,Victoria
Summary
I am an organized and dependable person successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. I consider myself to be incredibly hard working and passionate about not only my work but also Yarra Valley Water. I am a detail orientated person with strong organisational skills. I have a proven record of of successfully streamlining business practices and reducing costs. I am also a fantastic written and verbal communicator as I consider it imperative for customer, stakeholder and staff communications. I am incredibly passionate about peoples improvement both professionally and personally in order to provide them with greater opportunity.
Overview
14
14
years of professional experience
Work History
Service Improvement Specialist
Yarra Valley Water
07.2020 - Current
- Implemented company and Industry policies and regulations to ensure best outcome for both the customer and Yarra Valley Water.
- Processing of building applications for residential developments from 4-500 +lot developments
- Processing of building applications fro commercial developments
- Assisted in staff training to deliver quality of outcome.
- Attended multiple training sessions (internally and externally) to not only improve my industry knowledge but also to improve my personal qualities and leadership skills.
- Developed and managed relationships with key clients and partners to drive growth.
- Implemented change within the Development Deed process to vastly increase revenue.
- Assisted in the Mondo contract management to deliver best outcomes for customers, stakeholder and Yarra Valley Water .
- Miantained overall safe working conditions through the "Safety Walk" program via on site assessments
Residential Development Manager (Secondment)
Yarra Valley Water
09.2023 - 10.2023
- Led a team of 7 employees within Development Services who manage smaller residential developments.
- Managed leave requirements and scheduling for the team.
- Managed escalations (complaints) from customers.
- Supervised and managed team duties.
- Provided additional learning resources for the team though experience of shared work.
- Provided opportunity to staff to improve industry practice which has directly lead to an opportunity for promotion for two of them (currently).
- Analyzed current work practices and provided recommendations for improvement to upper management which has since been implemented
Debt Management Specialist
Yarra Valley Water
03.2012 - 06.2020
- Responsible for the collection of high risk outstanding accounts through both on site visits to customer as well as office based (where required) whilst protecting the Yarra Valley Water brand.
- Responsible for resolving enquiries/complaints quickly, completely and efficiently in order to rebuild the trust of the customer.
- Responsible for contributing to overall customer satisfaction through problem ownership, ongoing engagement with the customer, resolution and feedback.
- Identify the needs of customer or customer groups and provide inoovative value adding solutions, restoring relationships and ensuring that the image and reputations of Yarra Valley Water within the community is protected and enhanced.
- Maintain relationships with contractors to ensure our customers problems are bought forward for resolution.
- Ensure business rules achieve intended outcomes and provide feedback on updating of business rules to deliver excellent customer service and maximise collections.
- Drive the identification and implementation of innovations that increase or enhance customer service delivery and result in cost reduction while maximising the collection of revenue.
- Training of new field officers within the team.
- Time managements to ensure availability to resolve complex matters that are raised and are to completed with urgency.
Case Manager Hardship Team
Yarra Valley Water
12.2009 - 03.2012
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to customers.
- Assisted customers in navigating housing, legal services and public benefits to gain access to valuable resources.
- Liaised with hardship assistance experts to expedite financial assistance.
- Training and integration of new staff to ensure best practice.
- Co-ordination of a large mail out program for high water users.
Customer Service Consultant
Yarra Valley Water
08.2009 - 12.2009
- Establishing a connection with every customer to be able to solve any problems that may arise.
- Being able to answer a customers query quickly and correctly.
- Offering solutions to customers who may be be facing financial difficulty.
- Understanding the structure of Yarra Valley Water and what each department handles to ensure best outcome for the customer.
- Maintaining the highest level of customer service.
- Being able to adapt to each customers needs
Education
High School Diploma -
Marcellin College
Bulleen, VIC12.2004
Skills
- Quality Assurance
- Root Cause Analysis
- Customer Relation
- Stakeholder engagement
- Industry knowledge
- Creative thinking
- Process improvement
- Conflict resolution
- Training and development
- Time management
- Organizational skills
- Interpersonal skills
Passions
In my personal time I love to spend time with my family, especially my young son Patrick and my incredible wife Melissa. Together we enjoy spending our time watching AFL as well as doing puzzles and playing with lego. Something I really enjoy also is learning about ancient civilisations with particular interest around the Roman empire. Presently our weekends are heavily focused toward spending time with family as well house hunting
Timeline
Residential Development Manager (Secondment)
Yarra Valley Water
09.2023 - 10.2023
Service Improvement Specialist
Yarra Valley Water
07.2020 - Current
Debt Management Specialist
Yarra Valley Water
03.2012 - 06.2020
Case Manager Hardship Team
Yarra Valley Water
12.2009 - 03.2012
Customer Service Consultant
Yarra Valley Water
08.2009 - 12.2009
High School Diploma -
Marcellin College
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