Josias Caldas
South Melbourne,VIC
Summary
Results-oriented and strategic-minded senior management professional with a 20 plus years track record of driving operational excellence and achieving business objectives. Adept at building strong customer relationships, leading cross-functional teams, and delivering exceptional results. Skilled in training and development, customer service management, and sales growth. Committed to fostering a positive work culture and continuous improvement. Seeking senior management positions to leverage expertise and contribute to organizational success.
Overview
18
18
years of professional experience
Work History
Certified Trainer & Customer Service Coordinator
SKIDATA Australasia
Melbourne, VIC
05.2017 - Current
- Provide strategic direction and leadership for the customer service department, ensuring high levels of customer satisfaction and retention.
- Develop and implement customer-centric strategies to optimize service delivery and drive business growth.
- Build and maintain strong relationships with key clients, resolving complex issues and identifying opportunities for upselling and cross-selling.
- Lead and mentor a team of customer service representatives, fostering a high-performance culture and promoting professional development.
- Collaborate with cross-functional teams to streamline processes, improve efficiency, and enhance the overall customer experience.
- Implement performance metrics and regularly analyze data to drive continuous improvement initiatives.
Senior Operations Manager
Aurizon | Melbourne, Victoria
Melbourne, VIC
04.2012 - 04.2017
- Oversaw the capacity and operations planning, ensuring optimal utilization of resources and efficient service delivery.
- Developed and implemented strategic plans to optimize operational performance, resulting in improved productivity and cost savings.
- Led a team of operations professionals, providing guidance, coaching, and support to achieve departmental objectives.
- Collaborated with key stakeholders to identify and address customer needs, ensuring high levels of customer satisfaction.
- Implemented process improvements and automation initiatives to streamline operations and enhance efficiency.
- Managed budget and resources effectively to achieve financial targets and maximize profitability.
Ground Operations/Dispatcher and Cabin Crew Member
Virgin Blue Australia
Melbourne, VIC
01.2005 - 04.2012
- Attended trainings in customer service, conflict resolution techniques and safety procedures to remain current on new requirements and procedures.
- Participated in pre-flight briefings to discuss flight details, weather and service plans.
- Followed safety, passenger and supply pre-flight checklists.
- Team member responsible for company regulations compliance.
- Cross-train shift staff through rotational assignments, enhancing their skill sets.
- Monitor aircraft movement to minimize delays and ensure safety.
- Collaborated with cross-functional teams to improve service delivery and address operational challenges.
Education
Trainer
Team Member Responsible For Company Regulation
Port Melbourne, VIC01.2019
Certificate IV in Customer Service
Customer Service Institute of Australia
South Melbourne01.2015
Skills
- Training and Coaching
- Customer Relationship Management
- Sales and Business Development
- Process Improvement
- Resourcefulness and Adaptability
- Collaborative Leadership
- Invoicing and Maintenance Coordination
Languages
Portuguese
Native/ Bilingual
Spanish
Professional
French
Elementary
Accomplishments
Josias
- Successfully implemented a customer portal at SKIDATA Australasia, streamlining customer queries and enhancing self-service capabilities.
- Recognized for exceptional leadership and contribution to team and customer management, leading to a promotion to trainer status.
- Introduced a color-coding system to assign tasks at SKIDATA Australasia, reducing redundancy and improving task allocation efficiency.
- Standardized client email templates, improving communication effectiveness and customer satisfaction.
- Nominated by senior management at Aurizon to create training materials for the company's internal system, contributing to improved employee performance and knowledge.
- Received accolades from clients for outstanding customer service in the Victoria and Queensland regions.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Certified Trainer & Customer Service Coordinator
SKIDATA Australasia
05.2017 - Current
Senior Operations Manager
Aurizon | Melbourne, Victoria
04.2012 - 04.2017
Ground Operations/Dispatcher and Cabin Crew Member
Virgin Blue Australia
01.2005 - 04.2012
Trainer
Team Member Responsible For Company Regulation
Certificate IV in Customer Service
Customer Service Institute of Australia
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