Keaton Soffer
Cheltenham,VIC
Summary
Experienced Operations Manager with talents for team building, leading and motivating, as well as excellent customer service and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
Operations Manager
Diamond Plating Australia Pty Ltd
01.2023 - Current
- Conducted performance reviews on team members, identifying areas for improvement and implementing action plans to improve performance.
- Promoted effective communication between operations staff and management, reducing miscommunications, leading to an improved employee and customer experience.
- Analysed operational data to identify weaknesses in the production workflow, implementing strategies to mitigate risks and improve operating efficiency.
Customer Service Team Leader
Probe Group Pty Ltd
05.2022 - 11.2022
- Led, motivated and developed a team of 14 Customer Service Representatives, fostering a team culture of respect, accountability and high-performance.
- Completed call and workflow monitoring then prepared and conducted coaching sessions with team members to improve individual performance.
- Diligently managed customer complaints and incorporated key learnings into team meetings, improving overall team performance.
Partner Account Manager
MYOB Australia Pty Ltd
02.2020 - 01.2021
- Managed a portfolio of 35 Accountant and Bookkeeper Partners, exceeding set sales targets within 4 months.
- Delivered fluent, informative presentations to Partners leading to the successful conversion of many underlying customers on to MYOB products.
- Onboarded new partners efficiently, providing them with all relevant information, training and ongoing support tailored to their specific needs.
Manager, Service Assurance
RBC Investor & Treasury Services
03.2017 - 02.2019
- Successfully Led a regional team of Service Managers engaging directly with the c-suite of regional tier one clients with overall responsibility for client satisfaction.
- Reconciled operational data against Key Performance Indicators to prepare reports for internal and external stakeholders.
- Led change management initiatives to drive organizational transformation and improve the customer experience.
Manager, Shareholder Services
RBC Investor & Treasury Services
06.2014 - 03.2017
- Managed a team of 3 client service representatives, ensuring value-added service delivery and end-to-end management of all client requests.
- Orchestrated comprehensive operational transformation for unit registry and AML/KYC compliance in Singapore; implemented robust oversight mechanisms, resulting in 30% reduction in compliance breaches and enhanced governance of local and offshore operations.
- Maintained positive customer relations by addressing service issues head-on and implementing successful corrective actions.
Senior Client Service Representative
RBC Investor & Treasury Services
05.2011 - 06.2014
- Delivered exceptional client service by leveraging extensive knowledge of services and collaborated with cross-functional teams to deliver agreed outcomes.
- Maintained detailed records of client interactions, ensuring accurate documentation and follow-up actions were taken as needed.
- Delivered personalised service by customising solutions according to individual client requirements.
Broker Service Representative
AIG Australia Limited
06.2010 - 04.2011
- Provided high-quality policy administration and client support to a portfolio of Insurance Brokers.
- Built a client list and strengthened customer relationships through consistent communication via phone and email.
- Assisted with design and implementation of customer service policies to streamline and standardise operating procedures.
Claims Examiner
AIG Australia Limited
10.2007 - 06.2010
- Researched claim and incident information to deliver efficient solutions and resolve customer enquiries.
- Enhanced customer satisfaction by proactively managing communications in an accurate and timely manner.
- Reduced claim processing time by implementing efficient workflow strategies and prioritising tasks effectively.
Education
Tier 1 Financial Planning (RG146) -
Kaplan Professional
Melbourne, VIC05.2022
Advanced Diploma of Business (Marketing) -
RMIT University
Melbourne, VIC12.2009
Victorian Certificate of Education -
Caulfield Grammar School
Melbourne, VIC12.2003
Skills
- Leadership
- Interpersonal Communication
- Data Analysis
- Staff training/development
- Ability to Work Under Pressure
- Effective Time Management
- Microsoft Office
- Complex Problem Solving
- Superior Customer Service Skills
- Customer Experience
- Budgeting and forecasting
- Cross-Functional Collaboration
- Negotiation
- Hiring and Onboarding
- Procedure Development
- KPI Tracking
- Performance Improvement
References
References available upon request
Timeline
Operations Manager
Diamond Plating Australia Pty Ltd
01.2023 - Current
Customer Service Team Leader
Probe Group Pty Ltd
05.2022 - 11.2022
Partner Account Manager
MYOB Australia Pty Ltd
02.2020 - 01.2021
Manager, Service Assurance
RBC Investor & Treasury Services
03.2017 - 02.2019
Manager, Shareholder Services
RBC Investor & Treasury Services
06.2014 - 03.2017
Senior Client Service Representative
RBC Investor & Treasury Services
05.2011 - 06.2014
Broker Service Representative
AIG Australia Limited
06.2010 - 04.2011
Claims Examiner
AIG Australia Limited
10.2007 - 06.2010
Tier 1 Financial Planning (RG146) -
Kaplan Professional
Advanced Diploma of Business (Marketing) -
RMIT University
Victorian Certificate of Education -
Caulfield Grammar School
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