Lachlan Smethurst

• Working as a casual at AFL NSW/ACT I am responsible for the facilitating and running of the NAB AFL Auskick programs as well as managing local AFL grounds
• Key Responsibilities include:
• Planning of NAB AFL Auskick programs
• Setting up NAB AFL Auskick activities
• Facilitating programs
• Setting up of local AFL Grounds
• Overseeing activities such as time keeping and scoring
• Spectator management

A member of the PlayFootball Support team guiding key stakeholders through the Football Australia registration process.

This role has allowed for me to further my knowledge of the sports business ecosystem whilst utilising and learning new skills

Primary responsibilities include:

• Liaising with all key stakeholders such as players, clubs, associations, etc
• Creating products on the online platform for the registration for players
• Editing key issues that clubs and associations face in their products
• Troubleshoot key issues in a fast-paced environment
• Approve registration and assist in the process of Football Australia’s learning platforms
• Assist clubs and association in the navigation of the system and creation of products
• Interstate travel to conduct training to Member Federations on the new PlayFootball system
• Conducting training to clubs on the system
• Being a customer service lead for Member Federations
• Identified in the top 5 performers in all key KPI’s of the role including
• Average calls per hour
• Average call handle time
• Lowest average wait time
• Average emails per hour
• Mentored new hires through hands-on training sessions, ensuring their preparedness for independent work after onboarding completion.
• Developed and maintained a comprehensive knowledge of product offerings, allowing for more effective issue resolution.
• Enhanced customer satisfaction by consistently providing prompt and accurate resolutions to inquiries and concerns.
• Leveraged advanced tools to support internal and external customers.
• Cultivated strong relationships with clients by delivering personalized attention and addressing unique needs.
• Implemented new training programs for junior customer service officers, leading to improved performance levels.
• Led the development of a comprehensive customer service training program, resulting in improved employee performance metrics.
• Resolved [Product or Service] issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
• Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Processed information with high level of accuracy to satisfy client's needs.
• Managed escalated calls from customers with complex issues, resolving problems efficiently while maintaining composure under pressure.

• Creating pitch decks based on research that met the client’s needs
• The creation of Strategic marketing briefs to be given to the creative department
• Working on Creative ideas based on briefs that had been provided by clients
• Research of competitor marketing/advertising and how current clients can utilise these techniques

• At Mullane’s Hotel I am responsible for the service of customers throughout different levels of the establishment
• Mainly placed the cocktail bar of the hotel I am responsible for the Responsible service of alcohol to customers whilst ensuring that they are having an enjoyable experience
• At Mullane’s I am responsible for:
• Handling and service of food and alcoholic beverages
• Taking both drink and food orders for customers
• Clearing tables and ensuring that the floor is set for any events during the night
• Assist in the selection of food and beverages to best suit the needs of the customers
• Serve and make customers drinks such as beers and spirits
• Running special events such as birthdays, Christmas parties and other celebrations

• Working as part of the Trade & Commercial team I have responsibility for completing trade & commercial sales in both a face-to-face capacity as well as through proactive management of nominated accounts via telephone sales and site visits
• Key functions and responsibilities include:
• Undertaking weekly Customer Development Calls
• Creating plans with key accounts to improve the service provided in addition to growing the overall sales
• Providing advice in relation to client solutions
• Interacting with suppliers and timely ordering of stock
• Co-ordinating deliveries to sites in a timely manner
• Manage computer software
• Provide frontline telephone sales function
• Operated as relief manager as required
• Managed 10 nominated accounts - achieving growth of 10% across these accounts
• Converted several large value quotes ($20,000+) across a variety of commercial projects including new build apartment complexes, housing developments and infrastructure projects