LEVI GRECH

Services Australia & Healthdirect Contracts

• Generated ad hoc reports for senior leadership.
• Managed communication between managers, employees, payroll administrators, and third-party vendors.
• Provided data-driven recommendations on staffing strategies and operational efficiencies.
• Analyzed workforce management practices for legal compliance.
• Implemented quality assurance measures for accurate data entry.
• Collaborated with senior and department leaders to develop workforce plans.
• Handled schedule-related requests including PTO, shift swaps, and overtime.
• Coordinated staffing allocation and availability to achieve service level objectives.
• Monitored and managed real-time operations within a 400+ seat call centre.
• Keyed daily exception requests, updated schedules, and responded to escalations and ad-hoc requests.

Secondment Contract Healthdirect

• Recommended policy changes to improve efficiency across all departments.
• Collaborated with managers to identify skill gaps and develop training plans.
• Planned staffing schedules based on anticipated workloads to meet deadlines.
• Managed time efficiently to complete tasks within allotted schedules.
• Prepared and published rosters for a multi-site, multi-skill contact center workforce.
• Ensured rosters were aligned with workload forecasts and staff availability.
• Adjusted rosters in real-time to address unexpected absences or changes in demand.
• Maintained records of staffing adjustments and their impact on performance.
• Worked closely with operational management to ensure efficient shifts and proper staffing levels.

• Assisted with the development of new software products and services.
• Handled escalated customer complaints promptly and professionally.
• Reviewed existing processes to ensure maximum efficiency.
• Troubleshot hardware and software issues on computers, servers, and networks.
• Resolved frontline and support staff queries in a timely manner.
• Installed, configured, and upgraded computer systems according to company standards.
• Performed regular maintenance on IT equipment, including printers and scanners.
• Developed user documentation for customer support processes.
• Created training materials for staff on customer service policies and procedures.
• Conducted daily system checks and monitored system performance.
• Created reports summarizing customer service activities and trends.
• Ensured all inquiries were responded to within 24 hours.
• Provided technical support to customers via phone, email, and in-person.
• Analyzed customer feedback to improve service procedures.
• Provided remote support using various desktop applications.

Services Australia Contract & Passport Australia Contract Customer Service Representative

• Managed inbound calls and provided immediate, reliable resolutions for customers, adhering to company policies and procedures.
• Maintained a high standard of personal and team KPIs, driving team culture.
• Demonstrated exemplary problem-solving skills by resolving issues promptly.
• Showed empathy and maintained call standards while assisting customers in highly emotional and vulnerable states.
• Adapted to procedural changes and quickly learned new processes.

• Customer service
• POS system: taking payments, counting daily intake, opening and closing till
• Preparing customer orders
• Maintenance of presentation of front of house
• Opening and closing

• Customer service
• POS system: taking payments, counting daily intake, opening and closing till
• Taking phone orders and working out catering functions
• Handling of complaints
• Preparing customer orders
• General and detailed includes maintenance or presentation of front of house
• Controlling and maintaining stock

• Greeting and serving customers within a fine dining restaurant
• POS system: taking payments, counting daily intake, opening and closing till
• Making coffees with free pouring latte art
• Pouring and serving alcohol (valid RSA cert)
• Taking phone orders: including booking, functions, takeaway orders and complaints
• General and detailed cleaning including dishes, tables and working areas
• Controlling stock

• Customer service
• Training new employees ensuring they understand all the policies and procedures including OH&S and EEO
• Working with sales targets and KPI's as part of crew trainer and management training
• Being able to run a shift, delegating fellow crew members tasks and roles to ensure that shifts run smoothly and effectively
• POS system: taking payments, counting daily intake, opening and closing till
• Controlling stock: monthly stock count, weekly orders
• Disposing of old food according to the food guidelines set by McDonald's