Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
References
Timeline
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MARCUS KRZNARIC

Traralgon,AUSTRALIA

Summary

As a team leader with a focus on people, I excel in cultivating optimal performance, nurturing growth, and inspiring team members. Skilled in directing daily operations and fostering open communication within the team. I am a collaborative and resourceful professional committed to fostering strong relationships among stakeholders to achieve overarching goals.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Alinta Assist Early Intervention Team Leader

Alinta Energy
Morwell, Vic
02.2024 - Current
  • Engaging in comparable tasks to those of a Customer Service Team Leader, with an added emphasis on delving deeply into the nuances of advanced care, striving to attain expertise in this specialized area rather than maintaining a broad scope across Customer Service as a whole.
  • Learning the fundamentals of hardship and the conversations needed to effectively support our non-hardship customers. This equips the team to serve as an early intervention point, preventing the need for them to transition into hardship. Established and upheld productive working connections with both internal and external stakeholders.
  • Employed risk management strategies to establish action plans for potential risks as a preemptive measure.
  • Applied root cause analysis to identify agent errors related to Quality Assurance and Customer Experience, subsequently delivering impactful coaching that led to enhanced performance outcomes for the agent.
  • Boosted productivity and team engagement by proactively anticipating needs and providing exceptional support.

Customer Service Team Leader

Alinta Energy
Morwell, Vic
10.2021 - 02.2024
  • Established and upheld productive working connections with both internal and external stakeholders.
  • Applied root cause analysis to identify agent errors related to Quality Assurance and Customer Experience, subsequently delivering impactful coaching that led to enhanced performance outcomes for the agent.
  • Boosted productivity and team engagement by proactively anticipating needs and providing exceptional support.
  • Effectively achieved outstanding performance and fostered team engagement throughout the Payment Assistance project amidst the intense pressures of significant change.
  • Consistently conducted performance assessments for my team, providing each agent with clear guidance on their progress and actionable steps toward their goals.
  • The capacity to maintain focus on immediate tasks while also understanding the broader context, leading to exceptional team performance.

Customer Service Representative

Alinta Energy
Morwell, VIC
05.2021 - 10.2021
  • Offered support and guidance to newly onboarded team members in the capacity of a Subject Matter Expert.
  • Enforced rigorous adherence to quality control policies and procedures during interactions with customers.
  • Provided customers with information on exclusive pricing options and company products.
  • Delivered exemplary service and support to each customer, laying the groundwork for potential future business ventures.
  • Assisted customers in processing account payments and arranging payment schedules.
  • Utilized probing inquiries to assess service requirements accurately and inputted information into electronic systems.
  • Conducted individual coaching for new nesting agents to optimize team performance in line with established procedures and policies.

Night Shift Duty Manager

Moe RSL
07.2019 - 05.2021
  • Duties included everything from the Gaming attendant plus: Ensuring the venue is locked up before finishing the shift.
  • Handling complaints throughout the whole venue when on shift, Ensuring my staff are being looked after and overseeing the entire venue Work on daily revenue for both gaming and the restaurant.
  • Served all types of customer needs and resolved problems to satisfaction.
  • Assigned tasks based on operational needs and individual strengths.
  • Answered customer questions and addressed complaints quickly and courteously to patrons' satisfaction.
  • Produced nightly audit reports and updates to maintain accurate business records.

Gaming Attendant

Moe RSL
10.2015 - 01.2019
  • Supported cleanliness targets by addressing dining room, bathrooms, and other areas during and at end of each shift.
  • Satisfied customers with fast, friendly and knowledgeable support.
  • Took phone orders and bookings.
  • Greeted guests.
  • Responsible Service of Alcohol.
  • Cash handling and control, paying out customers and the swapping over of cash.

Education

Year 12 VCE -

Lowanna College
2014

Skills

  • Great time management skills
  • Excellent organisational skills
  • Conflict resolution
  • Strong attention to detail
  • Excellent leadership skills
  • Adaptability and Flexibility
  • Strong interpersonal skills
  • Able to collaborate with other departments/stakeholders
  • Extremely people focused
  • Immense understanding around the payment difficulty framework
  • Effective Communication

Certification

  • Cert IV in Leadership and Management
  • Trained in Mental Health First Aid

Accomplishments

  • Exceeded set expectations for the fiscal year 2021/2022, achieving a Performance rating of 4/5 and a Behavioural rating of 4/5.
  • Exceeded set expectations for the fiscal year 2022/2023, achieving a Performance rating of 4/5 and a Behavioural rating of 5/5.
  • Received multiple extended opportunities to represent the People & Performance Leads, collaborating closely with Darryl Davis & Sheree Mostafa to enhance the skills of our Customer Service leaders and oversee the entire Customer Service front-line.
  • Finalist for the Alinta Energy Excellence Awards in 2024 for the category of People Matter.
  • Lead the team that was spearheaded into the Payment Assistance Project, producing superior results, well above expectation while effectively managing and fostering adaptation to significant changes.

References

Darryl Davis - People & Performance Lead at Alinta Energy - 0421 276 938

Timeline

Alinta Assist Early Intervention Team Leader

Alinta Energy
02.2024 - Current

Customer Service Team Leader

Alinta Energy
10.2021 - 02.2024

Customer Service Representative

Alinta Energy
05.2021 - 10.2021

Night Shift Duty Manager

Moe RSL
07.2019 - 05.2021

Gaming Attendant

Moe RSL
10.2015 - 01.2019

Year 12 VCE -

Lowanna College

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MARCUS KRZNARIC