Max Rogers
Newcastle,Australia
Summary
Driven Service Centre Coordinator with hands-on experience in coordinating and supervising team members at Service NSW. I bring a strong foundation in leadership and a deep understanding of customer service dynamics and team management. I excel at managing workflows, resolving escalated customer inquiries, and identifying areas for improvement to ensure seamless service Centre operations and high levels of customer satisfaction. With a collaborative mindset and commitment to excellence
Overview
6
6
years of professional experience
Work History
Service Centre coordinator
SERVICE NSW
05.2020 - Current
- Ensured timely, high-quality service delivery in alignment with Service NSW values, assessed through internal reviews and customer feedback
- Supervised and coached customer service teams, focusing on performance appraisal, feedback, and development plans to optimize service levels
- Maintained specialist knowledge of Service NSW products, processes, and procedures
- Managed efficient service Centre operations, identifying and resolving long wait times by reallocating resources
- Acted as the escalation point for customer complaints, resolving issues per standards and escalating unresolved cases
- Promoted self-service options to enhance customer experience
- Assisted in monitoring and analyzing work volume, recommending and implementing efficiency improvements
- Contributed to the development and implementation of service Centre policies and procedures
DUTY MANAGER
BANNISTERS
11.2019 - 05.2020
- I performed routine supervisory tasks
- Delegated pertinent duties, and staff development, evaluated workers' outputs, resolved customer issues, and enforced organization policies
- Coached, lead, and managed a team including staff training, and performance management
- Coordinated internal and external events and managed the company's Social Media accounts
- Assisted the management team in continuous improvement initiatives of processes and policies
RESTAURANT MANAGER
THE GLEN HOTEL & SUITES
01.2019 - 11.2019
- I took on a wide range of duties, such as efficiently hiring and managing staff, supervising operations, resolving client complaints, ensuring compliance with health and safety rules, managing inventories
- Trained, lead, and managed a team and performed administrative functions
- Coordinated daily Front & Back House operations and created reports on weekly, monthly, and annual revenues and expenses
- Recommended ways to reach a broader audience (e.g
- Discounts and social media ads) and research new vendors for quality and credibility
Education
High School Certificate -
Dubbo High School
Dubbo01.2015
Skills
- Staff Training
- Staff Supervision
- Workflow Optimization
- Payroll
- Motivation
- Operational Excellence
- Service Quality Assurance
- Document processing
- Leadership trained
- Staff Training and Development
References
References available upon request.
Timeline
Service Centre coordinator
SERVICE NSW
05.2020 - Current
DUTY MANAGER
BANNISTERS
11.2019 - 05.2020
RESTAURANT MANAGER
THE GLEN HOTEL & SUITES
01.2019 - 11.2019
High School Certificate -
Dubbo High School
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