Michael Cassidy
Rockhampton,QLD
Summary
Talented Team Leader experienced and dedicated to enhancing customer satisfaction and business success. Diplomatic and friendly with proven commitment to employee engagement and customer experience. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
6
6
years of professional experience
Work History
Team Leader
Energy Queensland
08.2023 - Current
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members skills through targeted coaching sessions, resulting in improved individual performance.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Facilitated effective decision-making processes within the team through open dialogue, active listening, and consensus-building techniques.
- Managed customer escalations via an assistance line to avoid Ombudsman costs to the business
Senior Customer Operations Officer
POEL Project, Energy Queensland
11.2022 - 08.2023
- Improved overall team efficiency by implementing processes to assist with customer enquiries
- Fostered a culture of continuous improvement by encouraging staff to identify areas of opportunity and propose solutions
- Co-ordinated with relevant stakeholders to ensure processes are accurate and advice provided to customers are relevant to current regulations
- Delivered training inductions to new employees that developed skillsets to assist with customer enquiries and navigate multi-channelled technology platforms
- Created and close work orders within Ellipse
- Generated reports within Excel detailing team's performance and provided recommendations
Senior Customer Operations Officer
Energy Queensland
02.2022 - 11.2022
- Fostered a culture of continuous improvement by encouraging staff to identify areas of opportunity and propose solutions.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Drove innovation within the department by promoting creative thinking and supporting new initiatives.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Implemented process improvements that streamlined workflows and increasing operational efficiency.
- Mentored team members, contributing to their professional development and overall team success.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to customers at all times.
Customer Operations Officer
Energy Queensland
04.2018 - 02.2022
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Mastered multiple software systems such as PEACE, Ellipse and Service Interactions Portal for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Participated in team meetings and training sessions to stay informed about process updates and changes.
- Adhered to a roster to ensure maximum availability for our customer phone queues.
Education
Customer Operations - Team Leader Succession Planning
Energy Queensland
12.2023
Diploma - Financial Planning
Australia College
02.2017
Skills
- Complaint Resolution
- Change Management
- Employee Evaluation
- Coaching
- Quality Improvement
- Problem-Solving
- Conflict Resolution
- Analytical Thinking
- Performance Improvement
Accomplishments
- Bronze Award - Assistance with leading Customer Outage Operations Officers to achieve SC13 Program of Work target for 2021/2022 period
- Bronze Award - Taking an unprecedented step and accepted the responsibility in shouldering support calls for both Ergon Energy and Energex within Customer Operations
- Bronze Award - Acknowledge for level of floor support provided to new staff. I was rostered continuously every day over 2 weeks and consistently provided exceptional level of support
- Bronze Award - Management of an escalated customer matter from the Electoral Office. Co-ordinated with Meter Reading department to achieve best outcome for the customer, avoid media attention
- Gold Award - Customer Experience Champion
- 6 Ignite recognitions for "Leading"
- 7 Ignite recognitions for "Collaboration"
- 17 Ignite recognitions for "Customer Experience"
References
Brent Sheriff - Customer Operations Manager
Mobile: 0456 755 446
Email: Brent.Sheriff@energyq.com.au
Michelle Webber - Customer Operations Optimization Lead
Mobile: 0403 760 455
Email: Michelle.Webber@energyq.com.au
Payton Luxton - Property Pole Project Team Leader
Mobile: 0439 406 682
Email: Payton.Luxton@energyq.com.au
Timeline
Team Leader
Energy Queensland
08.2023 - Current
Senior Customer Operations Officer
POEL Project, Energy Queensland
11.2022 - 08.2023
Senior Customer Operations Officer
Energy Queensland
02.2022 - 11.2022
Customer Operations Officer
Energy Queensland
04.2018 - 02.2022
Customer Operations - Team Leader Succession Planning
Energy Queensland
Diploma - Financial Planning
Australia College