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
Altona, VIC
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
Truganina, VIC
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
Glen Waverley, VIC
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
Melbourne, VIC
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
Melbourne CBD
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