Luke Petty

• Led daily operations for a team of 10, ensuring all tasks were completed on time.
• Assigned duties to employees and examined work for accuracy, neatness and timeliness.
• Provided leadership and direction to staff members in order to ensure efficient operations of the branch.
• Collaborated with the Sales Team to reach regional and corporate objectives.
• Assessed customers' requirements to match them with suitable equipment.
• Managed and optimized fleet operations and safety protocols.
• Surpassed regional revenue and profit goals while achieving all individual KPIs.
• Utilized project and industry analysis to predict necessary equipment and revenue projections.
• Provide consistent updates and assessments to managerial team.
• Ensured compliance with internal policies and procedures as well as external regulations.
• Processed and responded to branch emails efficiently.
• Managed inbound telephone enquiries.
• Coordinated logistics for equipment transport to and from the branch.
• Trained and mentored new staff to meet corporate service standards.
• Verified cash by balancing cash drawers and maintaining cash count records.

• Managed and maintained accurate stock levels.
• Received, unpacked, and arranged new stock items.
• Managed safe assignment of loading dock area when truck was on location.
• Efficiently monitored and logged every inventory movement using specialized tracking software.
• Assembled, checked, and packed orders accurately per invoices.
• Delivered exceptional customer service.
• Conducted thorough audits of warehouse inventory.
• Maintained WH&S compliance of warehouse operations.
• Handled inbound communications from contractors regarding stock requirements and issues.

• Ensured comprehensive job coverage by liaising inbound and outbound with relevant teams.
• Distributed NBN installation and service requests within designated areas through internal systems.
• Optimized routes with tools such as Google Maps, MapCustomizer and Google Earth.
• Performed data entry, ensuring accurate records.
• Scheduled jobs following customer inquiries through calls.
• Maintained and updated team database regularly.
• Handled customer issues to ensure satisfaction.
• Demonstrated exceptional organizational skills and multitasking abilities.
• Assessed company operations for compliance with safety standards.

• Scheduled jobs/products for installation based on builder requests.
• Resolved issues on building sites by effectively communicating with subcontractors.
• Managed job bookings through email.
• Reported project progress, site problems, and labour status to supervisors.
• Updated inventory logs regularly to track usage rates for different types of scaffolding supplies.
• Facilitate communication between departments, ensuring tasks are drafted and picked correctly each day.
• Created and maintained spreadsheets and documents consistently.
• Ensured crew accountability via checking JSA reports and contacting leading hands.
• Documented all incidences of damage.
• Facilitated interdepartmental collaboration for resource management.

• Managed daily operation of the Buildsafe Newcastle (NSW), South Brisbane and Gold Coast Branches.
• Scheduled jobs/products for installation based on builder requests.
• Facilitated solutions for site problems by engaging with Branch Managers and Installers.
• Efficiently planned truck routing to minimize operational expenses and travel distances.
• Coordinate daily inbound and outbound communications with relevant departments.
• Performed data entry accurately.
• Produced various reports, ensuring the accuracy of database updates.
• Managing and solving customer issues effectively.
• Demonstrated strong organization skills, multitasking effectively.

• Ensured comprehensive job coverage by liaising inbound and outbound with relevant teams.
• Distributed NBN installation and service requests within designated areas through internal systems.
• Optimized routes with tools such as Google Maps, MapCustomizer and Google Earth.
• Performed data entry, ensuring accurate records.
• Scheduled jobs following customer inquiries through calls.
• Maintained and updated team database regularly.
• Handled customer issues to ensure satisfaction.
• Demonstrated exceptional organizational skills and multitasking abilities.
• Assessed company operations for compliance with safety standards.

Team Manager, Supervisor and Subject Matter Expert -

• Led a team of over 10 employees, ensuring monthly KPIs were consistently met.
• Conducted regular one-on-one sessions to aid agent development.
• Performance management for underperforming agents with successful turnaround in results.
• Performed accurate and timely data entry.
• Handled and resolved customer complaints via phone and in person.
• Providing ongoing support and assistance for staff members.

Training Facilitator

• Facilitated onboarding programs for new staff during 4-week introductory training.
• Assisted in executing mock call exercises for international team members.
• Participated in and attended meetings or seminars to obtain information for use in training programs.
• Led multiple classes, activities, and workshops upon release of new Foxtel equipment.

Real Time Analyst

• Oversaw call centre operations, maintained rostering, handling queues and outages.
• Created detailed forecasts of future labour needs based on historical trends and market conditions.
• Generated ad hoc reports upon request from senior leadership team members.
• Collaborated with senior and department leaders to develop and implement workforce plans.
• Provided technical support for internal software applications used for tracking employee hours.

Technical Support and Customer Service Agent

• Handled phone inquiries promptly for all departments within Foxtel.
• Delivered exceptional customer support.
• Regularly met and surpassed monthly KPIs.
• Enhanced sales of key Foxtel products.
• Issued refunds and resolved payment disputes.