Lachlan Foster
Footscray
Summary
Hard-working professional with experience in consultative sales, customer loyalty and contract negotiation & management. Frequently praised as proactive by peers, I can be relied upon to help your company achieve its goals.
Overview
23
23
years of professional experience
Work History
Customer Experience Advisor
Toyota Motor Corporation Australia, TMCA
12.2022 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Mentored new hires through training programs, contributing to a well-prepared and knowledgeable team of advisors.
- Collaborated with cross-functional teams to improve overall customer experience across various touchpoints.
- Promoted a culture of continuous improvement by sharing best practices and learning from other team members'' experiences.
- Maintained detailed records of customer interactions, allowing for data-driven decision-making and targeted support strategies.
- Provided personalized support, ensuring a positive experience for each customer interaction.
- Delivered exceptional service by utilizing product knowledge and problem-solving skills during customer interactions.
Machine Operator
Hilton Foods
02.2022 - 12.2022
- Operated machining equipment safely with team of operators.
- Complied with company and OSHA safety rules and regulations.
- Set up and ran machinery to produce exceptional products for industrial needs.
- Monitored machines during operation to detect sounds of malfunction or excessive vibration and adjusted machines to eliminate problems.
- Identified malfunctions or failures by routinely monitoring and analyzing equipment operations.
- Set accurate feed rates and trimming protocols to maintain efficient production and meet schedule demands.
Experience Account Manager
OC Energy
11.2017 - 02.2020
- Overseeing and managing customer internet connections in large apartment complexes, that were on an embedded network
- Included selling to and signing up new connection enquiries
- Assisting customer with any issues with service, including billing, access issues, technical support and any other general enquiries about the service
- Due to the technical nature of some enquires a solid understanding of how routers worked and networking in general was required
- Most enquiries were dealt with over the phone or via email, but occasionaly we would need to travel to a site to fix issues
- New buildings that opened we would often spend a day or so there meeting people moving in and handing out information about our service
- During my time there I helped double the amount of active customers we had, and like to think I instigated some changes on how we did things as a business, for the better
Applecare Support Specialist
Teleperformance
01.2017 - 11.2017
- Providing phone support to apple users with queries on their apple products
- Enquiries ranged from general usage assistance to resetting passwords
- Answering 60-70 calls a day
- Required a broad knowledge of IOS operating environments across iPhones and iPads
- Required correct and accurate issue logging if escalation required
Support Consultant, Support Specialist II
Auto IT
06.2015 - 09.2016
- Providing helpdesk support to a range of Car Dealers using one of Auto ITs most prevalent systems, Units
- Support was provided over the phone, and via email
- Reported issues covered the extent of a dealership operations, ranging from sales and service to parts and accounting issues
- Workloads fluctuated a lot
- Sometimes there would have only 5 active jobs to look after, and in busy times it could be up to 40
- Lachlan Foster 0401677461 | lachlanmfoster@gmail.com | Footscray, Vic
- We were expected to handle all initial enquiries and lodge an issue, however I specialised in problems in the showroom and largely dealt with issues on problems selling cars or adding them to stock, etc
- The role required strong troubleshooting as reported issues weren't always as clear as what they were reported to be
- Time management was key as we had to balance working on, and trying to replicate and fix issues, while also managing and dealing with any new enquires that came through
- Some could be urgent, which required you to prioritise your time and what needed to be worked on
- Alot of work was done in an SQL database
- Although I received no formal training, I was able to pick up a good, basic understandingIT
Dealer Support
04.2015 - 05.2015
- Providing Network and I.T support to 30+ Car dealerships across Melbourne
- We did this largely out of an office with a remote monitoring system to be able to log onto all PCs on the network
- Enquiries ranged from users losing internet connection, printer issues, problems within
- Microsoft Outlook, local PC problems, issues within their Dealer management System, websites not displaying correctly and more
- A good understanding of Microsoft products (Windows, Office, and Outlook etc) was a good starting point to correct many issues
- Beyond correcting network and PC issues we also supplied and installed all PCs on the network, approximately 300 or so
- These needed to be prepared and installed on the network to a certain internal standard, and then of course maintained as they were being used
- We also acted as a site administrator for most of our customers, which entailed creating user logons, email accounts and a login for their dealer management system
- Conversely, we did the opposite when a user would leave
- Outside of the office, we installed all pcs, servers, routers and other network related equipment
- I enjoyed and could competently install PCs and printers on the network without issue
- While out of the office we would often also look at issues that could not be fixed from the office
- Commonly among these were users who lost all internet connection and we were unable to connect too remotely
- We would need to go out and figure out why
- This often required working within a server room and understanding the equipment in there to correct the issue
- Patching ports, restarting routers etc
- Were common fixes
- Issue with printers also would often need to be looked at onsite
Helpdesk Consultant
Pentana Solutions
06.2012 - 04.2014
- Original role as first level support for Era/Era net application support with a focus on vehicles/showroom related issues.
- Answering 20-30 calls a day from our dealer network, and raising incidents with all details and replication steps of the issue if we were unable to resolve it.
- Call types were mostly application related (service, parts, accounting and vehicles) though we would also handle network, systems, and OEM initial enquiries and follow-ups and raise a job or direct as necessary
- Role had more of a focus of managing the phone queue and raising incidents for others to correct, however we would also work on the more simple issues that we understood and could fix within a reasonable timeframe
- In phone downtime we would manage our own queue of up to 20 incidents to investigate, and then close or re-assign as required
- For 6 months I was a weekend support consultant for all application related issues. This would often entail logging in from home and looking at and hopefully fixing issues
- Among my time in this Helpdesk role I established a friendly working relationship with many of our customers. I believe this came about because of my strong customer service skills combined with my problem resolution and troubleshooting abilities. These enabled me to resolve and/or update issues in a timely, and equally importantly, friendly manner which in turn gained the trust of our customers
Delivery Consultant
Inchcape Australia/Subaru
04.2007 - 02.2012
- Arranging the preparation, as well as handing over, all used vehicles sold at Subaru Docklands, usually averaging around 70-80 cars per mon
- Worked with various departments, contractors and sales staff to ensure cars were prepared and handed over to the highest (i.e
- New car) standard, a standard which was measured on a monthly basis and consistently met
- Arranging car to be detailed to the highest standard possible on day of handover
- Ensuring stringent sales paperwork requirements were met both for the car we were selling along with any potential trade ins
- Extremely thorough knowledge of entire
- Subaru brand, including model differences going back the last 10 years
- Booking and prioritising handovers to meet both customer and business expectations
- Roughly an hour would be spent at handover, finalising paperwork and familiarising the customer with their new vehicle
- Good understanding of servicing requirements
- This would also be explained at handover
- Reporting, and keeping up to date, accurate number of delivered and vehicles
- This was usually reported on a daily basis, directly to sales management
Entertainment and sales consultant
SalesforceFoxtel
02.2004 - 04.2007
- Handling enquiries from direct customers ranging from package or billing to technical related issues
- Assisted with approx. 80 calls per day
- 4 months spent in a sales and upgrade department
- Thorough knowledge of 3 operating systems
- Senior technical consultant as of august 05 dealing with escalated technical issues
- Agent of the month august 04, July 05 * Completed Certificate 3 in customer contact as part of on job training * Stand-by team leader from March 05 * Assisted with training and development of newer staff members
Sales Consultant
CGU Insurance
10.2001 - 09.2003
- Selling and processing policies for car, home, boat and holiday insurance via inbound phone calls 40-50 calls per day
- Thorough understanding of all underwriting guidelines
- General office administration
- Completed FSRA training
- Regularly amongst top sellers in office
Education
Daramalan College
Dickson, ACT12.1997
Skills
- Communication skills, Customer service, Microsoft office, Negotiation, Computer literacy, Communication skills
- Teamwork and Communication
- Machinery Operation
- Attention to Detail
- Issue and Resolution Tracking
- Analytical and Methodical
- Microsoft Active Directory
- Microsoft Windows and Office
- Account Administration
- Resolving Problems and Incidents
- Troubleshooting Network Issues
Timeline
Customer Experience Advisor
Toyota Motor Corporation Australia, TMCA
12.2022 - Current
Machine Operator
Hilton Foods
02.2022 - 12.2022
Experience Account Manager
OC Energy
11.2017 - 02.2020
Applecare Support Specialist
Teleperformance
01.2017 - 11.2017
Support Consultant, Support Specialist II
Auto IT
06.2015 - 09.2016
Dealer Support
04.2015 - 05.2015
Helpdesk Consultant
Pentana Solutions
06.2012 - 04.2014
Delivery Consultant
Inchcape Australia/Subaru
04.2007 - 02.2012
Entertainment and sales consultant
SalesforceFoxtel
02.2004 - 04.2007
Sales Consultant
CGU Insurance
10.2001 - 09.2003
Daramalan College
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