Lachlan Waterman
Essendon,Vic
Summary
Dynamic professional with extensive experience in customer service and team leadership at the Australian Taxation Office. Proven ability in relationship building and problem-solving, enhancing customer satisfaction ratings significantly. Skilled in coaching and mentoring, fostering team development, and implementing effective strategies to improve performance and productivity.
Overview
33
33
years of professional experience
Work History
Customer Service Representative
Australian Taxation Office
Melbourne, VIC
11.2024 - Current
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed positive relationships with customers through friendly interactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained a high level of professionalism when dealing with difficult customers.
- Identified opportunities for upselling additional products or services based on customer needs.
- Answered customer inquiries via phone, email, and chat.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Assistant Team Leader
Serco Pty Ltd
Essendon Fields, VIC
09.2023 - 07.2024
- Trained new employees on operational procedures.
- Implemented effective strategies for resolving customer complaints in a timely manner.
- Monitored workflow and identified areas for improvement in order to maximize productivity levels.
- Created reports outlining project progress, accomplishments, challenges faced and areas for improvement.
- Provided technical support to team members when needed.
- Managed employee relations including disciplinary actions if required.
- Encouraged teamwork among staff members by recognizing individuals' contributions towards overall success.
- Set goals and objectives for the team in line with organizational objectives.
- Conducted performance reviews for each individual member of the team, providing feedback where necessary.
- Assisted team leader in managing daily operations, delegating tasks and monitoring performance.
- Maintained a positive working environment within the team by resolving conflicts between members as needed.
- Trained new team members, tracked current team members' skills achievement, verified safe operating practices and reported and analyzed work-related injuries.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Oversaw training and development programs to enhance team skills and knowledge.
- Maintained open lines of communication with senior management, reporting team progress and challenges.
- Motivated team members through recognition programs and performance-based incentives.
- Ensured compliance with legal and regulatory requirements in all team activities.
- Facilitated team meetings to discuss targets, strategies, and address any issues.
- Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
- Fostered a culture of continuous improvement, encouraging innovation and efficiency.
Senior Coach
Rockbank FC
01.2019 - 12.2023
- Senior Coach Rockbank FC (club centenary 2019)
Director of Coaching
Ascot Vale FC
01.2018 - 12.2018
- Company Overview: AFL Masters
- Director of Coaching Ascot Vale FC (AFL Masters)
- AFL Masters
Senior Assistant (Forwards)
Coburg FC
01.2017 - 12.2017
- Company Overview: VFL
- Senior Assistant (Forwards) Coburg FC (VFL)
- VFL
Senior Coach
Mullewa FC
01.2016 - 12.2016
- Company Overview: GNFL
- Senior Coach Mullewa FC (GNFL)
- GNFL
Development Coach
East Fremantle
01.2014 - 12.2015
- East Fremantle Development Coach Prelim, 2014.
Forwards Coach
East Fremantle
01.2012 - 12.2013
- East Fremantle Forwards Coach Grand Finalists 2012
Senior Opposition Analyst
EFFC
01.2011 - 12.2011
- EFFC Senior Opposition Analyst
Head of Recruitment (Vic)
Glenelg Football Club
01.2007 - 12.2009
- Head of Recruitment (Vic) Glenelg Football Club Club went from bottom to Grand Final in 2008.
Managing Director
Gargantuan Group
St Kilda, VIC
01.2005 - 12.2009
- Company Overview: Sports Marketing
- Gargantuan Group – Sports Marketing Managing Director
- Sports Marketing
- Prepared staff work schedules and assigned team members to specific duties.
- Participated in development activities such as product launches or promotional events.
- Evaluated staffing needs based on organizational goals and objectives; recruited personnel accordingly.
- Monitored financial performance of the organization and initiated corrective actions as needed.
- Established performance standards and monitored progress towards achieving them.
- Oversaw day-to-day operations of the company while coordinating with staff members.
- Cultivated relationships with customers, vendors, partners and other external stakeholders.
- Provided guidance to team members on project management principles and best practices.
- Cultivated strong relationships with customers through periodic meetings and follow-ups.
- Ensured compliance with applicable laws, regulations, policies, and procedures related to business operations.
- Developed action plans to ensure that all organizational objectives are met in a timely manner.
- Organized marketing campaigns to promote new products and services offered by the company.
- Developed rapport and instilled confidence with clients to develop credibility and earn trust.
- Contributed to professional development of client staff through effective training and mentorship.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Under 19 Coach
Scotch Old Collegians
01.2004 - 12.2004
- Company Overview: VAFA
- Scotch Old Collegians (VAFA) Under 19 Coach Finalist.
- VAFA
Under 18 Assistant Coach
Sandringham Dragons
01.2001 - 12.2003
- Company Overview: TAC CUP
- Sandringham Dragons (TAC CUP) Under 18 Assistant Coach Under 16 Legends Cup
- TAC CUP
Football and Cricket Coach
Scotch College
01.1998 - 12.2000
- Company Overview: S.A.
- Scotch College (S.A.) 10 A Football 2nd XI Cricket Middle Distance / Cross-Country Coach
- S.A.
Under 19 Development Coach
Sturt Football Club
01.1996 - 12.1997
- Company Overview: SANFL
- Sturt Football Club (SANFL) Under 19 Development Coach Under 14 Development Squad (Sundays)
- SANFL
Under 18 Coach
Plympton Football Club
01.1994 - 12.1995
- Company Overview: SAFA
- Plympton Football Club (SAFA) Under 18 Coach Preliminary Finalist.
- SAFA
Under 14 Coach
Reynella Football Club
01.1993 - 12.1993
- Company Overview: Southern League
- Reynella Football Club (Southern League) Under 14 Coach Preliminary Finalist.
- Southern League
Education
Bachelor of Applied Science - Sport Coaching
Deakin University
Burwood01.2003
Skills
- Coaching techniques
- Team building
- Relationship building
- Coaching and mentoring
- Analytical mindset
- Team development strategies
- Performance monitoring
- Interpersonal communication
- Problem-solving
- Professionalism
- Staff leadership
- Teamwork and collaboration
- Interpersonal skills
- Verbal and written communication
- Leadership training
- Organizational skills
Written Publications
- Blues Western Raid, The Footy Almanac, 2014
- Kings of the Game, Birmingham Books, 2016
- The Mosquito Fleet, 2021
Playing Experience
- Plympton Football Club, 01/01/94, 01/01/95, 100th senior game, 1994
- Reynella Football Club, 1993
- Port Elliott Football Club, 1992
- Plympton Football Club, 01/01/86, 01/01/91, Runner-up SMFL Under 18 Medal, 1986, Under 18 Grand Finalist, 1986, Senior premiership player 1987, 1988, 1989, SFL Association Representative, 1988, 1989, SAFA State Representative 1990, 1991
- Glenelg Football Club (SANFL), 01/01/83, 01/01/87
- Pulteney Grammar School 1st XVIII, 01/01/81, 01/01/85, Football Blue 1985, Cross-Country Champion 1985, Interstate Football Carnival – Best Footballer PGS 1985
Coaching Experience
- Manuscript for ALL-IN!, 01/01/25
- Published 2nd book, The Mosquito Fleet, 01/01/23
- Covid (No Football in Victoria), 01/01/20
- Senior Coach Rockbank FC (club centenary 2019), 01/01/19
- Director of Coaching Ascot Vale FC (AFL Masters), 01/01/18
- Senior Assistant (Forwards) Coburg FC (VFL), 01/01/17
- Senior Coach Mullewa FC (GNFL), 01/01/16
- East Fremantle Development Coach, 01/01/14, Prelim, 2014
- East Fremantle Forwards Coach, 01/01/12, Grand Finalists 2012
- EFFC Senior Opposition Analyst, 01/01/11
- Expanded Sports marketing business into W.A, 01/01/10
- Head of Recruitment (Vic) Glenelg Football Club, 01/01/07, 01/01/09, Club went from bottom to Grand Final in 2008
- Managing Director Gargantuan Group – Sports Marketing, 01/01/05, 01/01/09
- Scotch Old Collegians (VAFA) Under 19 Coach, 01/01/04, Finalist
- Sandringham Dragons (TAC CUP), 01/01/01, 01/01/03, Under 18 Assistant Coach, Under 16 Legends Cup
- Scotch College (S.A.), 01/01/98, 01/01/00, 10 A Football, 2nd XI Cricket, Middle Distance / Cross-Country Coach
- Sturt Football Club (SANFL), 01/01/96, 01/01/97, Under 19 Development Coach, Under 14 Development Squad (Sundays)
- Plympton Football Club (SAFA), 01/01/94, 01/01/95, Under 18 Coach, Preliminary Finalist
- Reynella Football Club (Southern League), 1993, Under 14 Coach, Preliminary Finalist
Influences
- Robert Oatey (SANFL Coaching Director)
- Ken Judge (East Fremantle FC)
- Steve Malaxos (East Fremantle FC)
- Dale Tapping (Scotch Old Collegians, previously with Essendon FC)
- Mark Mickan (Glenelg FC)
- Noel Teasdale
Coaching Accreditation
- Level 3 Football
- Level 2 Cricket
- Level 1 Athletics
Professional Development
- Professional Certificate in Player Wellbeing & Development, 01/01/25
- How to Develop Gravitas: Be the Voice of Wisdom & Influence, 01/01/23
Accomplishments
- Author Kings of the Game, Published 2016
- Author The Mosquito Fleet, Published 2020
References
References available upon request.
Timeline
Customer Service Representative
Australian Taxation Office
11.2024 - Current
Assistant Team Leader
Serco Pty Ltd
09.2023 - 07.2024
Senior Coach
Rockbank FC
01.2019 - 12.2023
Director of Coaching
Ascot Vale FC
01.2018 - 12.2018
Senior Assistant (Forwards)
Coburg FC
01.2017 - 12.2017
Senior Coach
Mullewa FC
01.2016 - 12.2016
Development Coach
East Fremantle
01.2014 - 12.2015
Forwards Coach
East Fremantle
01.2012 - 12.2013
Senior Opposition Analyst
EFFC
01.2011 - 12.2011
Head of Recruitment (Vic)
Glenelg Football Club
01.2007 - 12.2009
Managing Director
Gargantuan Group
01.2005 - 12.2009
Under 19 Coach
Scotch Old Collegians
01.2004 - 12.2004
Under 18 Assistant Coach
Sandringham Dragons
01.2001 - 12.2003
Football and Cricket Coach
Scotch College
01.1998 - 12.2000
Under 19 Development Coach
Sturt Football Club
01.1996 - 12.1997
Under 18 Coach
Plympton Football Club
01.1994 - 12.1995
Under 14 Coach
Reynella Football Club
01.1993 - 12.1993
Bachelor of Applied Science - Sport Coaching
Deakin University
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