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Michael Brennan
Senior Service Coordinator
Doncaster,VIC
Summary
Experienced Service Administrator with over sixteen years of experience in customer service, looking for internship opportunities to develop skills gained studying a major in psychology. Excellent reputation for problem solving, empathy, understanding, and improving customer satisfaction.
Overview
23
23
years of professional experience
9
9
years of post-secondary education
5
5
Certifications
Work History
Senior Service Coordinator
Hills Health Solutions
, Victoria
12.2019 - Current
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Diligently processed account modifications and high value credit transactions.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Oversaw staff development through in-depth trainings, workshops, seminars and other learning opportunities.
- Evaluated and assessed introduction of new product ranges.
Volunteer, Van Driver
St Vincent De Paul Society Soup Vans
Fitzroy, VIC
01.2017 - Current
- Utilized maps, GPS, landmarks and traffic conditions to expertly navigate to and from destinations efficiently.
- Conducted inspections on vehicles prior to use at beginning of shift each day.
- Coordinated food, clothing and household items for disadvantaged individuals and families.
- Volunteered with groups and organizations to help make measurable differences for program recipients.
Service Coordinator
Hills Health Solutions
, Victoria
09.2016 - 12.2019
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Kept watchful eye on equipment inventories, optimizing work readiness and aligning supplies with specifications for each job.
- Optimized supply levels to keep stock within ideal parameters for expected needs.
- Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
CARS Associate
Big W Eastland
Ringwood, VIC
01.2014 - 09.2016
- Led projects and analyzed data to identify opportunities for improvement.
- Completed paperwork, and performed stock ordering and adjustments recognising discrepancies and promptly addressing for resolution.
- Exceeded goals through effective task prioritization and great work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed on-site evaluations and internal audits, ensuring adequate stock levels.
Relief Night Manager
Big W Eastland And Forest Hill
Forest Hill And Ringwood, VIC
11.2015 - 01.2016
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels of associates.
- Accomplished multiple tasks within established timeframes.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
Home Entertainment and Photolab Associate
Big W Eastland
Ringwood, VIC
01.2008 - 01.2014
- Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans.
- Resolved problems, improved operations and provided exceptional service.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Drove operational improvements which resulted in savings and improved customer satisfaction.
- Maintained energy and enthusiasm in fast-paced environment.
- Resolved problems, improved operations and provided exceptional service.
- Ordered and maintained photolab chemicals to maintain sufficient levels and ensure minimal delays.
Refit Associate
Big W Eastland
Ringwood, Victoria
03.2010 - 10.2010
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Worked flexible hours; night, weekend, and holiday shifts.
- Supervised work of contracted employees to keep on task for timely completion.
- Exceeded goals through effective task prioritization and great work ethic.
Night Fill Associate
Big W Eastland
Ringwood, VIC
01.2007 - 01.2008
- Received and processed stock into inventory management system.
- Maintained energy and enthusiasm in fast-paced environment.
- Identified issues, analyzed information and provided solutions to problems.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked flexible hours; night, weekend, and holiday shifts.
Customer Service Associate
Big W Eastland
Recovery
01.2005 - 01.2007
- Developed and maintained courteous and effective working relationships.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
High School Diploma -
Koonung Secondary College
Mont Albert North, Victoria 01.1998 - 12.2004
Bachelor of Arts - Psychology
University of Melbourne
Parkville 02.2020 - Current
Skills
Food service regulations
Service industry background
Friendly service mentality
Service operations oversight
Home-based service
Accurate order fulfillment
Client advocacy
Attention to Detail
Data Entry
Good Telephone Etiquette
Time Management
Service monitoring and evaluation
Proficiency in Office programs
Certification
Mental Health First Aid
Software
Microsoft Excel
Microsoft NAVision
Mircosoft Outlook
Adobe Photoshop
Adobe Acrobat DC
Microsoft Dynamics
Salesforce
Genesys
Interests
Mental health
Volunteer work
Art
Reading
Cinema
Sociological Issues
Timeline
Bachelor of Arts - Psychology
University of Melbourne
02.2020 - Current
Senior Service Coordinator
Hills Health Solutions
12.2019 - Current
Volunteer, Van Driver
St Vincent De Paul Society Soup Vans
01.2017 - Current
Service Coordinator
Hills Health Solutions
09.2016 - 12.2019
Relief Night Manager
Big W Eastland And Forest Hill
11.2015 - 01.2016
CARS Associate
Big W Eastland
01.2014 - 09.2016
Refit Associate
Big W Eastland
03.2010 - 10.2010
Home Entertainment and Photolab Associate
Big W Eastland
01.2008 - 01.2014
Night Fill Associate
Big W Eastland
01.2007 - 01.2008
Customer Service Associate
Big W Eastland
01.2005 - 01.2007
High School Diploma -
Koonung Secondary College
01.1998 - 12.2004