Joshua Mazza
Summary
Seasoned Supply Chain and Customer Operations Manager and talented leader with seven years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing and motivating people and teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
14
14
years of professional experience
Work History
Acting Concrete Operations Manager
Boral Concrete
11.2023 - Current
- Improved operational efficiency by streamlining processes and implementing cost-saving measures.
- Operational manage a plant portfolio consisting of four concrete plants and 15 staff.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Collaborated with key stakeholders to develop solutions for organisational improvements.
- Increased production efficiency by optimising plant layout and implementing process improvements.
- Reduced downtime for maintenance by establishing a proactive preventive maintenance program.
- Enhanced safety standards with implementation of comprehensive safety training initiatives for all employees.
- Developed cross-functional teams to foster collaboration and improve communication across departments.
- Boosted employee morale and productivity through effective leadership and motivational techniques.
Concrete Supply Chain Manager
Boral Concrete
01.2021 - 01.2023
- Responsibilities: Leading a team of 12 Concrete Allocators, Develop and manage the Concrete Allocations service team to optimise performance through setting and measurement of KPI's and performance objectives, effective communication and coaching
- Be proactive in identifying Concrete Allocations system and process improvement opportunities and inclusively sharing these with all relevant stakeholders
- Identify opportunities for alternate allocation strategies to meets customer expectations improving profitability and customer service
- Create a strong, positive inter-department culture to ensure best practice business outcomes for Boral Concrete
- Build and maintain a close working relationship with Contact Centre Manager and Customer Solutions Agents to ensure cohesive, customer focused outcomes
- Deliver market leading customer service through optimal use of the SEQ fleet by working closely with key internal stakeholders, the Fleet Services team and Operations team
- Meet Concrete Customers delivery expectations by liaising with Sales team to gain forecasting insight
- Build the Concrete Allocations team knowledge and skills capability
- Work closely with the Sales, Customer Service, Operations, Production Managers and Plant teams to create open communication and ensure seamless delivery of orders
- Optimising Allocations Team planning capability to meet Boral's volume and service expectations
- Build commitment and team participation through continuous improvement initiatives.
- Reduced lead times for product deliveries through effective supplier management and communication strategies.
Customer Solutions Team Leader
Boral Concrete
01.2019 - 01.2021
- Leading a team of 25 Customer Solutions Agents,
- Coaching,
- Change management,
- Rostering and workforce planning
- Ensuring safety and compliance measures are being met.
- Focus on MPS and customer relationships,
- Queue management,
- Conducting interviews (Over 50).
- Problem solving on-the-day escalations.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
- Held weekly team meetings to inform team members on company news and updates.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
Customer Support Leader
Boral Concrete
01.2018 - 01.2019
- Queue management
- SME
- Completing RFI investigations
- Liaising with key stakeholders, ie Sales, Supply-Chain and Operations managers.
- Training - onboarding new team members
- Coaching and development
- Escalations
- Change management.
Customer Solutions Officer
Boral Concrete
01.2017 - 01.2018
- Responsibilities: Assisting/problem solving customer queries, Inputting orders through Command and Candice, Liaising with Sales representatives and other hubs, Training new team members, Meeting individual KPI's, Maintaining Email orders, Team binder orders and Candice orders, Maintaining West Gate Tunnel Acconex orders.
Menu Coordinator
Peter McCallum Cancer Centre
01.2012 - 10.2017
- Work closely with dietitians and nutritionists to provide patients with optimal meal plans that support their dietary requirements.
- Provide guidance and support to patients with ordering off the kitchen menu.
- Review and analyse all meals handled by the kitchen prior to reaching patient wards, to ensure safety and compliance to OHS Food requirements.
- Organise meals for patient wards
- Clean kitchen and replenish food stock levels
- Support the head chef
- Stock/Inventory control
- Restock kitchen and patient wards with food and supplies
- Restock kitchen inventory
- Streamlined kitchen operations by efficiently handling multiple responsibilities simultaneously under pressure.
- Contributed to a positive team atmosphere through effective communication with colleagues and supervisors.
- Promoted a safe work environment by adhering to strict health and safety guidelines during all tasks performed in the kitchen.
Crew Member
McDonald's
05.2010 - 12.2011
- Front counter ordering.
- Drive through ordering.
- Assisted in reducing wait times by efficiently managing customer queues during peak hours.
- Collaborated with fellow crew members for seamless shift transitions, ensuring smooth operations throughout the day.
- Provided exceptional customer service, addressing concerns or issues promptly and professionally.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
Education
Diploma – Mass Media Communications - Journalism
La Trobe University
Melbourne, VIC2013
Bachelor of Journalism -
La Trobe University
Melbourne, VIC2015
Boral Zero One Ten - Leadership Program
2021
Bachelor of Law -
La Trobe University
Melbourne, VICSkills
- Strategic Leadership and People management
- High level communication and relationship building
- Supply-Chain and Operations Management
- Case management
- Contact Centre Operations
- Analytical and critical thinking
- Compliance and Legal knowledge
- Employee Motivation
- Training and development
- Problem solving and strong decision making
- Results driven with the ability to plan and execute whilst managing multiple priorities
Accomplishments
- Assisting with the onboarding of Boral's new ordering system ‘Candice' replacing a 20+ year legacy system in Command.
- Successfully assisted with the onboarding of a new telephony system ‘Amazon Connect' in the Contact Centre.
- Successfully assisted in the transition of the South Australian Concrete Contact Centre into the Victorian Contact Centre, as part of a National restructure.
- Likewise, successfully leading the transition of the South Australian Concrete Contact Centre back to South Australia, due to a change of direction by the business to move to a regional centralised structure.
- Successfully provided leadership and support through the COVID pandemic with 80% of my team meeting or exceeding their KPI's. All while providing our customers with excellent customer service and support to meet business demands.
- Successfully completed Boral's ZOT Leadership Program. (A program they provide their leaders with the option to participate in to further grow and develop as leaders).
- Successfully assist in the onboarding of a new intelligent logistics system, SyncrosTess, which completely transformed how Boral Concrete serviced our customers. The system provides our people with innovative insights and data to maximise their ability to succeed in their roles.
- National standardisation training – traveled interstate to lead and support training and onboarding of new agents in NSW.
Career Overview
A highly motivated and determined leader with qualifications in Journalism and Law. I have strong desire to immerse myself environments that enable me to learn, grow and develop my skills to become a better leader. I am committed to pursuing a career that allows me to leverage my skills, knowledge and leadership qualities to make a positive impact. With a passion for growth and a commitment to excellence, I am confident that I can make a valuable contribution to any organisation.
References
Available upon request.
Timeline
Acting Concrete Operations Manager
Boral Concrete
11.2023 - Current
Concrete Supply Chain Manager
Boral Concrete
01.2021 - 01.2023
Customer Solutions Team Leader
Boral Concrete
01.2019 - 01.2021
Customer Support Leader
Boral Concrete
01.2018 - 01.2019
Customer Solutions Officer
Boral Concrete
01.2017 - 01.2018
Menu Coordinator
Peter McCallum Cancer Centre
01.2012 - 10.2017
Crew Member
McDonald's
05.2010 - 12.2011
Diploma – Mass Media Communications - Journalism
La Trobe University
Bachelor of Journalism -
La Trobe University
Boral Zero One Ten - Leadership Program
Bachelor of Law -
La Trobe University
Similar Profiles
Andrew PentlandAndrew Pentland
Agitator Driver at Boral ConcreteAgitator Driver at Boral Concrete
Hayden Gibson-HearneHayden Gibson-Hearne
Area Manager at Boral ConcreteArea Manager at Boral Concrete
Prabhakar NatarajanPrabhakar Natarajan
Customer Solutions Agent at Boral ConcreteCustomer Solutions Agent at Boral Concrete
Raymond LiuRaymond Liu
Agitator Driver at Boral ConcreteAgitator Driver at Boral Concrete
GABRIEL ADEDOYIN OGUNLEYEGABRIEL ADEDOYIN OGUNLEYE
FIELD OPERATIONS SUPERVISOR/ ACTING OPERATIONS MANAGER at TSL METROLINE LIMITEDFIELD OPERATIONS SUPERVISOR/ ACTING OPERATIONS MANAGER at TSL METROLINE LIMITED