Michelle Saliba
Glenroy,VIC
Summary
CAREER OBJECTIVE: My combined 20 years of experience in operations and customer service roes will add value to your organization and further enhance my skills.
Highly-motivated employee with desire to take on new challenges, strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Highly-motivated employee with desire to take on new challenges. organized and motivated Manager and have meticulous attention to detail. Hardworking employee devoted to giving every customer a positive and memorable experience. I perform my work at a high standard and ensure that all tasks are completed accurately and in a timely manner. I thrive on working both in a team environment and on an individual basis. I have highly developed leadership and organizational skills along with excellent communication skills; both written and verbal. I have trusting relationships with my colleagues and customers alike. I enjoy working in a challenging and rewarding environment, and I am continuously looking to develop myself both professionally and personally. Integrity, respect and customers and safety-first mentality.
Overview
31
31
years of professional experience
Work History
Coordinator Waste
Merri-Bek City Council
01.2023 - 04.2024
- Provide specialist support to the Manager City Services and Unit Manager Waste Services to ensure effective service planning and implementation including managing human and fleet resources to achieve efficiency, effectiveness, commercial viability and equity in service delivery across all areas serviced directly by Council
- Provide operational leadership and day-to-day coordination/management of Council’s in-house waste operations services, to ensure the effective delivery of daily collection services
- Ensure that Council’s in-house waste operations services are managed such that high service standards are achieved for waste collection, including waste to landfill, recycling, Food Organics and Garden Organics (FOGO), and other streams as appropriate
- Leadership of frontline staff responsible for services including kerbside waste, some public realm waste collection services, with strong focus on performance and development and supporting them to be their best at work
- Key Responsibilities:
- Managing the Waste Services in-house team to ensure:
- The team is appropriately trained, rostered and resourced to deliver waste collection services
- Services and functions are delivered in accordance with Council procedures and policies
- Services are delivered efficiently and that service routes are planned to meet time, resource, and budget requirements
- Leading by example and engaging with staff about Council’s culture and appropriate workplace behaviours
- Leading staff through change processes
- Creating a physically and mentally safe workplace for all staff
- Coordination of waste service operations, including service planning and adjustment to achieve equity for staff on waste runs, giving consideration for route distance, number of bins, quantity of waste, average travel speeds, route disruptions e.g., parking, and other challenges for waste collection e.g., disposal and traffic
- Preparing vehicle user requirements to support the Fleet Team in procuring, maintaining and disposing of fleet to support waste operations and service delivery
- Provide advice on technologies to support improved efficiency and quality of services delivered by in-house waste team
- Contributing to waste operations related stakeholder engagement, including but not limited to:
- Working with both the customer services and communications teams, in consultation with Unit Manager and Branch Manager, to prepare waste services related messaging and responding to customer service requests related to in-house services
- Engaging with industry, to identify opportunities for business improvement and responding to industry pressures
- Complying with the Occupational Health and Safety Act, related Regulations and defined OH&S policies, procedures, safety rules and Safe Working Procedures and implement and monitor the organisation’s OH&S policies, procedures, safety rules and programs in the relevant work area to achieve and maintain OH&S standards
- Monitoring health and safety performance and rehabilitation performance within your area of responsibility and initiate actions to improve health and safety, including facilitating rehabilitation of injured workers
- Reviewing any health and safety related reports and take appropriate action to resolve safety issues
- Ensuring consultation with employee health and safety representatives, particularly on any workplace changes that have health and safety implications
- Actively monitoring the workplace to determine presence of hazards and take appropriate action to rectify any hazards found
- Ensuring all employees understand their legal obligation under the OH&S Act and that they receive regular training to perform jobs safely
- Enabling improvements to waste services and participating in improvements across City Service Branch
- Working closely with the Unit Manager Waste Services and other staff in Waste Services Unit to deliver the best appropriate waste services to all eligible households across the municipality
- Implement and maintain Continuous Improvement System standards and procedures as they apply to in-house service delivery and achieving waste collection excellence
- Incorporate Council’s environmental sustainability objectives and targets into projects and programs
- Promote and participate in a culture of environmental sustainability
- Implement and maintain health and safety standards and procedures according to legislation and consistent with MoreSafe
- Demonstrate effective leadership on OHS matters
- Undertake all duties with an awareness of and sensitivity to diversity and equity in accordance with Council policy
- Ensure that complete and accurate records relating to business activities are maintained and stored in Council’s electronic records management system (including correspondence, reports, emails) in accordance with Council policy
- Supervision and management of staff including waste drivers, team leaders and operations support
- Attend all incidents/accidents where required and investigate
- Site inspections and site assessments for all new sites
- Close out corrective actions and incident reports
- Coordinate all daily services to ensure in-house services are delivered for scheduled and contracted requirements to meet a consistently high standard
- Liaise with operational management to continuously improve service delivery, resolve service issues
- Ensure driver debrief issues including, routing, fleet and safety are effectively resolved in a timely manner
- Prepare rostering and manage time and attendance for hours worked and overtime and manage and approve all leave requests
- Conduct weekly fleet inspections and report any vehicle defects to the maintenance department
- Booking maintenance, repairs and service requests for all company fleet
- Perform routine site inspections
- Conduct monthly toolbox meetings and safety talks
- Maintaining effective communication between drivers
- Preparing daily, weekly & monthly fatigue management reports, weight reports, productivity reports, and near miss reports
- Support training delivery by ensuring participation of workers so they obtain the appropriate skills and experience to safely and competently perform their roles
- Ensure complaints are investigated and actioned appropriately
- Maintain a high level of customer service and innovative service solutions.
Depot Supervisor / Operations Supervisor
Premier Waste Management, Care
Broadmeadows, VIC
10.2022 - 01.2023
- Coordinate all daily services to ensure services are delivered for scheduled and contracted requirements to meet a consistently high standard
- Co-ordinate all contractors attending site
- Complete monthly site assessments as per OH&S requirements
- Supervision and management of staff including waste drivers, team leaders and operations support
- Attend all incidents/accidents where required and complete incident report
- Site inspections and site assessments for all new sites
- Close out corrective actions and incident reports
- Liaise with operational management to continuously improve service delivery, resolve issues and ensure new work opportunities are evaluated in a timely manner
- Ensure driver debrief issues including, routing, fleet and safety are effectively resolved in a timely manner
- Prepare rostering and manage time and attendance for hours worked and overtime and manage and approve all leave requests
- Conduct weekly fleet inspections and report any vehicle defects to the maintenance department
- Booking maintenance, repairs and service requests for all company fleet
- Perform routine site inspections
- Conduct monthly toolbox meetings and safety talks
- Maintaining effective communication between drivers
- Preparing daily, weekly & monthly fatigue management reports, weight reports, productivity reports, and near miss reports
- Support training delivery by ensuring participation of workers so they obtain the appropriate skills and experience to safely and competently perform their roles
- Ensure complaints are investigated and actioned appropriately
- Maintain a high level of customer service and innovative service solutions
- Develop customer relationships, assist customer retention and grow profitable service delivery
- Ensure a safe working environment, safe working practices, and appropriate use of safety equipment
- Carry out risk assessments, JSA’s and other documented processes to ensure work is carried out in accordance with OH&S requirements
- Career Break
- Voluntary Disability
- Supervised staff performance and provided feedback to ensure high quality customer service.
- Created monthly reports on inventory, sales and employee productivity.
- Managed relationships with external vendors for procurement of supplies and services.
- Trained new hires on company policies, procedures and best practices.
- Resolved conflicts between employees arising out of job-related issues.
- Scheduled maintenance activities for fleet vehicles as per established guidelines.
- Monitored daily operations to identify areas requiring improvement.
- Assigned tasks to employees and monitored productivity, performance and task completion.
- Conducted training in equipment operations and safety procedures, briefing employees of hazards associated with work.
Caregiver
Personal
GREENVALE, VIC
03.2022 - 09.2022
- Assisted elderly clients with activities of daily living such as bathing, dressing and grooming.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
- Transported clients to doctor appointments and other errands using wheelchair accessible vehicles.
- Prepared meals according to dietary requirements and assisted with feeding when necessary.
- Administered prescribed medications on a timely basis following care plan instructions.
- Maintained accurate records of services provided, changes in client condition, medications administered and other pertinent information.
- Accompanied clients to social events such as movies or plays.
- Helped maintain the safety of the client's environment by removing hazards such as rugs or furniture that could cause falls.
- Assured proper nutrition by preparing meals, grocery shopping and monitoring food consumption levels.
- Encouraged independence while promoting self-care skills such as bathing, grooming and toileting needs.
- Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
- Observed changes in behavior or physical condition that may require medical attention and reported them promptly to supervisor.
- Supported bathing, dressing and personal care needs.
- Improved patient outlook and daily living through compassionate care.
- Laundered clothing and bedding to prevent infection.
- Assisted with meal planning to meet nutritional plans.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Followed care plan and directions to administer medications.
- Drove clients to shop for groceries, attend doctor appointments and run errands.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
Operations Manager
Remondis
Coolaroo
02.2021 - 03.2022
- Supervision and management of waste drivers, team leaders and operations support
- Coordinate all daily services to ensure services are delivered for scheduled and contracted requirements to meet a consistently high standard
- Liaise with operational staff to continuously improve service delivery, resolve issues and ensure new work opportunities are evaluated in a timely manner
- Route optimization
- Return to work Coordinator (Worksafe)
- Assist Sales team with tender process, quotes and new opportunities
- Continuously work with OHSE to update SWMS, JSA’s, carry out risk assessments, and other documented processes to ensure work is carried out in accordance with OH&S requirements
- Ensure all drivers are compliant with appropriate, licenses, tickets, etc
- Quotes and raise capex for assets
- Interview through to employment process for all new candidates and existing employees
- Site Inductions/Employee inductions
- Complete monthly site assessments as per OH&S requirements
- Arrange and book all relevant licenses and certificates
- Book pre-employment medicals
- Fortnightly Health & Safety meetings (national)
- Weekly Vic management meetings
- Monthly driver toolbox meetings and safety talks
- Weekly operations meetings with all operations staff
- Ensure driver debrief issues including, routing, fleet and safety are effectively resolved in a timely manner
- Attend all incidents/accidents where required and complete incident report
- Site inspections and site assessments for all new sites
- Close out corrective actions and incident reports
- Prepare rostering and manage time and attendance for hours worked and overtime and manage and approve all leave requests
- Provide daily & monthly reporting to Opal
- Provide weight reports to Sales team
- Conduct monthly toolbox meetings and safety talks
- Ensure effective customer service systems are in place, KPI’s are established/ agreed and agreed timeframes are being met
- Maintain a high level of customer service and innovative service solutions
- Develop customer relationships, assist customer retention and grow profitable service delivery
- Maintaining effective communication between drivers
- Preparing daily, weekly & monthly fatigue management reports, weight reports, productivity reports, and near miss reports
- Maintain a high level of customer service and innovative service solutions.
Operations Supervisor
Remondis, Coolaroo
03.2020 - 01.2021
- Manage Opal Hook Lift contract
- Supervision and management of waste drivers, team leaders and operations support
- Coordinate all daily services to ensure services are delivered for scheduled and contracted requirements to meet a consistently high standard
- Liaise with operational management to continuously improve service delivery, resolve issues and ensure new work opportunities are evaluated in a timely manner
- Ensure driver debrief issues including, routing, fleet and safety are effectively resolved in a timely manner
- Prepare rostering and manage time and attendance for hours worked and overtime and manage and approve all leave requests
- Provide daily & monthly reporting to Opal
- Provide weight reports to Sales team
- Conduct monthly toolbox meetings and safety talks
- Site inspections and site assessments for all new sites
- Ensure effective customer service systems are in place, KPI’s are established/ agreed and agreed timeframes are being met
- Maintain a high level of customer service and innovative service solutions
- Carry out risk assessments, JSA’s and other documented processes to ensure work is carried out in accordance with OH&S requirements
- Attend all incidents/accidents where required and complete incident report
- Close out corrective actions and incident reports
- Site inspections and site assessments for all new sites
- Close out corrective actions and incident reports
- Prepare rostering and manage time and attendance for hours worked and overtime and manage and approve all leave requests
- Provide daily & monthly reporting to Opal
- Provide weight reports to Sales team
- Conduct monthly toolbox meetings and safety talks
- Ensure effective customer service systems are in place, KPI’s are established/ agreed and agreed timeframes are being met
- Maintain a high level of customer service and innovative service solutions
- Develop customer relationships, assist customer retention and grow profitable service delivery
- Maintaining effective communication between drivers
- Preparing daily, weekly & monthly fatigue management reports, weight reports, productivity reports, and near miss reports
- Maintain a high level of customer service and innovative service solutions.
Site Operations Manager
Premier Waste Management
Broadmeadows
05.2018 - 02.2020
- Management and supervision of all staff and operations of Broadmeadows Depot
- Co-ordinate all contractors attending site
- Complete monthly site assessments as per OH&S requirements
- Supervision and management of staff including waste drivers, team leaders and operations support
- Attend all incidents/accidents where required and complete incident report
- Site inspections and site assessments for all new sites
- Close out corrective actions and incident reports
- Coordinate all daily services to ensure services are delivered for scheduled and contracted requirements to meet a consistently high standard
- Liaise with operational management to continuously improve service delivery, resolve issues and ensure new work opportunities are evaluated in a timely manner
- Ensure driver debrief issues including, routing, fleet and safety are effectively resolved in a timely manner
- Prepare rostering and manage time and attendance for hours worked and overtime and manage and approve all leave requests
- Conduct weekly fleet inspections and report any vehicle defects to the maintenance department
- Booking maintenance, repairs and service requests for all company fleet
- Perform routine site inspections
- Conduct monthly toolbox meetings and safety talks
- Maintaining effective communication between drivers
- Preparing daily, weekly & monthly fatigue management reports, weight reports, productivity reports, and near miss reports
- Support training delivery by ensuring participation of workers so they obtain the appropriate skills and experience to safely and competently perform their roles
- Ensure complaints are investigated and actioned appropriately
- Maintain a high level of customer service and innovative service solutions
- Develop customer relationships, assist customer retention and grow profitable service delivery
- Ensure a safe working environment, safe working practices, and appropriate use of safety equipment
- Carry out risk assessments, JSA’s and other documented processes to ensure work is carried out in accordance with OH&S requirements
- Maintaining effective communication between drivers
- Preparing daily, weekly & monthly fatigue management reports, weight reports, productivity reports, and near miss reports
- Conduct monthly toolbox meetings and safety talks
- Support training delivery by ensuring participation of workers so they obtain the appropriate skills and experience to safely and competently perform their roles
- Ensure complaints are investigated and actioned appropriately
- Maintain a high level of customer service and innovative service solutions
- Carry out risk assessments, JSA’s and other documented processes to ensure work is carried out in accordance with OH&S requirements
- Ensure that staff are working together effectively as a team by prioritising, organising and monitoring workflow
- Communicate effectively with other departments to achieve high level customer satisfaction
- Attend all incidents/accidents where required and complete incident report
- Close out corrective actions and incident reports
- Conduct weekly fleet inspections and report any vehicle defects to the maintenance department
- Perform routine site inspections
- Conduct monthly toolbox meetings and safety talks
- Maintaining effective communication between drivers
- Preparing daily, weekly & monthly fatigue management reports, weight reports, productivity reports, and near miss reports
- Conduct monthly toolbox meetings and safety talks
- Support training delivery by ensuring participation of workers so they obtain the appropriate skills and experience to safely and competently perform their roles.
Operations Supervisor
DATS Environmental Services, Commercial Services
West Melbourne
09.2017 - 03.2018
- Supervision and management of staff including waste drivers, team leaders and operations support
- Coordinate all daily services to ensure services are delivered for scheduled and contracted requirements to meet a consistently high standard
- Liaise with operational management to continuously improve service delivery, resolve issues and ensure new work opportunities are evaluated in a timely manner
- Taking a proactive role in the recruitment and selection of new staff members, maintaining company values and culture by ensuring all new staff are an asset to the team in both work ethic and personality
- Coordinated various sales and promotional campaigns and contribute to ongoing growth of the business and maintaining accounts and retention of customers
- Ensure driver debrief issues including routing and fleet and safety are effectively resolved in a timely manner
- Prepare rostering and manage time and attendance for hours worked and overtime and manage and approve all leave requests
- Conduct weekly fleet inspections and report any vehicle defects to the maintenance department
- Perform routine site inspections
- Conduct monthly toolbox meetings and safety talks
- Maintaining effective communication between drivers
- Preparing daily, weekly & monthly fatigue management reports, weight reports, productivity reports, and near miss reports
- Conduct monthly toolbox meetings and safety talks
- Support training delivery by ensuring participation of workers so they obtain the appropriate skills and experience to safely and competently perform their roles
- Ensure complaints are investigated and actioned appropriately
- Maintain a high level of customer service and innovative service solutions
- Develop customer relationships, assist customer retention and grow profitable service delivery
- Ensure a safe working environment, safe working practices, and appropriate use of safety equipment
- Carry out risk assessments, JSA’s and other documented processes to ensure work is carried out in accordance with OH&S requirements
- Ensure that staff are working together effectively as a team by prioritising, organising and monitoring workflow
- Communicate effectively with other departments to achieve high level customer satisfaction
- Attend all incidents/accidents where required and complete incident report
- Close out corrective actions and incident reports
- Conduct weekly fleet inspections and report any vehicle defects to the maintenance department
- Perform routine site inspections
- Conduct monthly toolbox meetings and safety talks
- Maintaining effective communication between drivers
- Preparing daily, weekly & monthly fatigue management reports, weight reports, productivity reports, and near miss reports
- Conduct monthly toolbox meetings and safety talks
- Support training delivery by ensuring participation of workers so they obtain the appropriate skills and experience to safely and competently perform their roles
- Ensure complaints are investigated and actioned appropriately
- Maintain a high level of customer service and innovative service solutions
- Develop customer relationships, assist customer retention and grow profitable service delivery
- Ensure a safe working environment, safe working practices, and appropriate use of safety equipment
- Ensure systems are in place to report on an exception basis and reported directly to management on a daily basis.
Customer Sales & Service Manager
DATS Environmental Services
West Melbourne
02.2017 - 09.2017
- Supervision and management of customer service team
- Assist the operations team in providing a consistently high level of customer service and service delivery
- Ensure effective customer service systems are in place, KPI’s are established/ agreed and agreed timeframes are being met
- Ensure the Customer Service Officers respond to customer queries in a positive, professional and timely manner
- Monitor calls, complaints and customer enquiries to ensure corrective actions are implemented in a timely and efficient manner
- Ensure the customer database is fully and accurately maintained resulting in the production of correct run sheet information for the servicing of customers
- Manage and investigate customer complaints to ensure that escalation and corrective actions are addressed to prevent reoccurrence
- Ensure that staff are working together effectively as a team by prioritising, organising and monitoring workflow
- Communicate effectively with other departments to achieve high level customer satisfaction
- Maintain $0.00 balance for all cash sale customers (Debtors list)
- Process all cash sale payments via credit card, cash and other payment methods
- Process all skip bin permit applications with relevant councils
- Support training delivery by ensuring participation of workers so they obtain the appropriate skills and experience to safely and competently perform their roles
- Ensure complaints are investigated and actioned appropriately
- Maintain a high level of customer service and innovative service solutions
- Develop customer relationships, assist customer retention and grow profitable service delivery
- Ensure a safe working environment, safe working practices, and appropriate use of safety equipment
- Support training delivery by ensuring participation of workers so they obtain the appropriate skills and experience to safely and competently perform their roles
- Ensure complaints are investigated and actioned appropriately
- Maintain a high level of customer service and innovative service solutions
- Develop customer relationships, assist customer retention and grow profitable service delivery
- Ensure a safe working environment, safe working practices, and appropriate use of safety equipment
- Communicate effectively with other departments to achieve high level customer satisfaction
- Perform routine site inspections
- Support training delivery by ensuring participation of workers so they obtain the appropriate skills and experience to safely and competently perform their roles
- Ensure complaints are investigated and actioned appropriately.
Operations Supervisor
Cleanaway
Tullamarine
11.2009 - 01.2017
- Supervision and management of staff including waste drivers, team leaders and operations support
- Coordinate all daily services to ensure services are delivered for scheduled and contracted requirements to meet a consistently high standard
- Liaise with operational management to continuously improve service delivery, resolve issues and ensure new work opportunities are evaluated in a timely manner
- Ensure driver debrief issues including, routing, fleet and safety are effectively resolved in a timely manner
- Prepare rostering and manage time and attendance for hours worked and overtime and manage and approve all leave requests
- Conduct weekly fleet inspections and report any vehicle defects to the maintenance department
- Perform routine site inspections
- Conduct monthly toolbox meetings and safety talks
- Maintaining effective communication between drivers
- Preparing daily, weekly & monthly fatigue management reports, weight reports, productivity reports, and near miss reports
- Conduct monthly toolbox meetings and safety talks
- Support training delivery by ensuring participation of workers so they obtain the appropriate skills and experience to safely and competently perform their roles
- Ensure complaints are investigated and actioned appropriately
- Maintain a high level of customer service and innovative service solutions
- Develop customer relationships, assist customer retention and grow profitable service delivery
- Ensure a safe working environment, safe working practices, and appropriate use of safety equipment
- Attend all incidents/accidents where required and complete incident report
- Conduct monthly toolbox meetings and safety talks
- Maintaining effective communication between drivers
- Preparing daily, weekly & monthly fatigue management reports, weight reports, productivity reports, and near miss reports
- Conduct monthly toolbox meetings and safety talks
- Support training delivery by ensuring participation of workers so they obtain the appropriate skills and experience to safely and competently perform their roles
- Ensure complaints are investigated and actioned appropriately
- Develop customer relationships, assist customer retention and grow profitable service delivery
- Ensure a safe working environment, safe working practices, and appropriate use of safety equipment
- Carry out risk assessments, JSA’s and other documented processes to ensure work is carried out in accordance with OH&S requirements
- Ensure that staff are working together effectively as a team by prioritising, organising and monitoring workflow
- Communicate effectively with other departments to achieve high level customer satisfaction
- Attend all incidents/accidents where required and complete incident report
- Close out corrective actions and incident reports
- Conduct weekly fleet inspections and report any vehicle defects to the maintenance department
- Maintaining effective communication between drivers
- Preparing daily, weekly & monthly fatigue management reports, weight reports, productivity reports, and near miss reports
- Ensure complaints are investigated and actioned appropriately
- Maintain a high level of customer service and innovative service solutions.
Customer Service Manager
Cleanaway
Tullamarine
09.2007 - 10.2009
- Assist the Branch Manager in providing a consistently high level of customer service and service delivery
- Ensure effective customer service systems are in place, KPI’s are established/ agreed and agreed timeframes are being met
- Ensure the Customer Service Officers respond to customer queries in a positive and professional and timely manner
- Monitor calls, complaints and customer enquiries to ensure corrective actions are implemented in a timely and efficient manner
- Ensure the customer database is fully and accurately maintained resulting in the production of correct run sheet information for the servicing of customers
- Manage and investigate customer complaints to ensure that escalation and corrective actions are addressed to prevent reoccurrence
- Perform routine site inspections
- Support training delivery by ensuring participation of workers so they obtain the appropriate skills and experience to safely and competently perform their roles
- Ensure complaints are investigated and actioned appropriately
- Maintain a high level of customer service and innovative service solutions
- Develop customer relationships, assist customer retention and grow profitable service delivery
- Ensure a safe working environment, safe working practices, and appropriate use of safety equipment
- Support training delivery by ensuring participation of workers so they obtain the appropriate skills and experience to safely and competently perform their roles
- Ensure complaints are investigated and actioned appropriately
- Maintain a high level of customer service and innovative service solutions
- Develop customer relationships, assist customer retention and grow profitable service delivery
- Ensure a safe working environment, safe working practices, and appropriate use of safety equipment
- Communicate effectively with other departments to achieve high level customer satisfaction
- Perform routine site inspections
- Support training delivery by ensuring participation of workers so they obtain the appropriate skills and experience to safely and competently perform their roles
- Ensure complaints are investigated and actioned appropriately
- Maintain a high level of customer service and innovative service solutions
- Develop customer relationships, assist customer retention and grow profitable service delivery
- Ensure a safe working environment, safe working practices, and appropriate use of safety equipment
- Ensure systems are in place to report on an exception basis and reported directly to management on a daily basis
- Support training delivery by ensuring participation of workers so they obtain the appropriate skills and experience to safely and competently perform their roles
- Implement actions to ensure effective customer service is delivered to both internal and external customers
- Comply with all statutory obligations
- Provide a professional and consistent approach to customer service and service delivery by ensuring effective systems are in place and agreed standards for service delivery, reports and targets are met
- Ensure the Customer Service Officers respond to customers’ queries in a positive and professional manner and that the customers’ requirements are met
- Manage and investigate customer complaints to ensure that escalation & corrective actions are addressed, and systems are in place to prevent the reoccurrence of issues
- Collect and collate data for the purpose of required customer reports and service KPI reports, including complaint reporting, missed services reporting and monthly service reporting.
Customer Service Team Leader
Startrack Express
Tullamarine
09.2004 - 08.2007
- Scheduled, assigned, and monitored daily work activities of customer service team members.
- Developed and maintained effective working relationships with customers, vendors, and other stakeholders.
- Provided guidance to customer service representatives in resolving complex customer issues.
- Conducted performance reviews for customer service staff on a regular basis.
- Monitored the accuracy of data entry into the company's database system by customer service staff.
- Analyzed call volume trends and implemented strategies to improve efficiency of the team.
- Resolved escalated customer complaints in an efficient manner while maintaining excellent customer relations.
- Reviewed incoming emails and calls from customers to ensure proper resolution was provided.
- Identified areas for improvement within existing processes regarding customer services operations.
- Collaborated with cross-functional teams such as sales, marketing, technical support.
- Maintained up-to-date knowledge about product information and pricing details.
- Assessed staffing needs based on call volume or other factors impacting workloads.
- Performed root cause analysis of systemic issues affecting customers' satisfaction levels.
- Encouraged team members to provide feedback on how they can better serve customers' needs.
- Motivated teams by recognizing and rewarding excellence.
- Held monthly meetings with associates to provide constructive feedback on performance.
- Assisted with recruiting and hiring perspective candidates.
- Attended job training to sharpen skills and keep informed of new products.
- Provided daily direction to call center associates.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Trained, managed and motivated employees to promote professional skill development.
- Directed and supervised staff performance.
- Coached staff on strategies to enhance performance and improve customer relations.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
Dispatch/Allocations Co-Ordinator
Mc Peake Painting & Building
North Melbourne
11.2002 - 09.2004
- Coordinated with other departments to ensure projects were completed on time and within budget.
- Assisted with the preparation of presentations for senior management meetings.
- Organized team events to promote a positive work environment.
- Maintained calendars of upcoming events, meetings and deadlines.
- Facilitated communication between different departments in order to resolve issues quickly.
- Resolved customer complaints in a timely manner while upholding company standards.
- Maintained records of customer needs and preferences.
- Resolved customer complaints or answered customers' questions.
- Delegated work to staff, setting priorities and goals.
- Guided employees in handling difficult or complex problems.
Branch Manager
Pacific Car Rentals
South Melbourne
10.2001 - 11.2002
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
- Developed strategies to increase customer satisfaction and loyalty.
- Managed staff scheduling, hiring and training processes.
- Conducted regular performance reviews for all employees in the branch.
- Monitored financial performance of the branch on a monthly basis.
- Implemented internal control procedures to minimize risk exposure and maximize profitability.
- Provided guidance and support to team members regarding problem resolution and customer service issues.
- Maintained up-to-date knowledge of industry trends, competitive landscape and regulatory environment.
- Resolved escalated customer complaints in a timely manner.
- Established strong working relationships with external partners such as vendors and suppliers.
- Coordinated promotional campaigns for new products or services in order to boost sales revenue.
- Created reports summarizing operational performance metrics for senior management review.
- Identified opportunities for process improvement initiatives within the branch.
- Assisted other branches when needed during peak periods or special projects.
- Organized professional development programs for employees at all levels of the organization.
- Facilitated weekly meetings with staff members to discuss progress on current initiatives.
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
- Analyzed competitors and market trends to facilitate business growth.
Operations Co-ordinator
Direct Freight Express
Campbellfield
07.1999 - 09.2001
Branch Manager
Delta Europcar, Parking & Rentals
Tullamarine
03.1997 - 06.1999
Sales Assistant
David Jones
Cairns
04.1993 - 01.1997
- Managing Outdoor Staff and Subcontractors
- Preferred Training Networks
Work Coordinator Worksafe
05.2023
Education
TLIF0005 & TLIF0006) TDT Training -
10.2021
Chain of Responsibility - Ensure the safety of transport activities (Course Code: TLIF0009) TDT Training -
03.2019
Diploma Of Management -
09.2018
Certificate III in Frontline Management Leadership Success -
02.2013
<ul><li>Certificate III Business Administration (BSB30201)</li><li>Certificate I In Transport & Distribution (TDT11102) Administration</li></ul> -
09.2011
<ul><li>Certificate III In Transport & Distribution (TDT31102 Administration)</li><li>Identify Hazards and assess OHS risks (BSBOHS103B)</li><li>Contribute to the implementation of strategies to control OHS risk (BSBOHS404B)</li><li>Dangerous Goods Certificate</li><li>St Johns First Aid Certificate</li><li>Victorian Life Saver (Aquatics)</li><li>Certificate In Intro & Intermediate Excel</li><li>Successfully completed Year 11</li></ul> -
Galvin Park Secondary College
01.1991
Skills
- Staff Supervision
- Financial Management
- Document Management
- Resource Allocation
- Data Entry
- Business Administration
- Contract Management
- Team Oversight
- Process Improvement
- MS Office
- Customer Service
- Point of Contact
- Best Practices Implementation
- Scheduling and calendar management
- Professional Networking
- Business Development
- Budget Planning
- Regulatory Compliance
- Relationship Building
- Staff Management
- Schedule Coordination
- Scheduling expertise
- Operations Management
- CRM Software
- Permit applications
References
Referees Available upon request
Languages
Additional Information
- Driving License: , Victorian Driver’s License, HR License and Motorcycle License
Timeline
Work Coordinator Worksafe
05.2023
Coordinator Waste
Merri-Bek City Council
01.2023 - 04.2024
Depot Supervisor / Operations Supervisor
Premier Waste Management, Care
10.2022 - 01.2023
Caregiver
Personal
03.2022 - 09.2022
Operations Manager
Remondis
02.2021 - 03.2022
Operations Supervisor
Remondis, Coolaroo
03.2020 - 01.2021
Site Operations Manager
Premier Waste Management
05.2018 - 02.2020
Operations Supervisor
DATS Environmental Services, Commercial Services
09.2017 - 03.2018
Customer Sales & Service Manager
DATS Environmental Services
02.2017 - 09.2017
Operations Supervisor
Cleanaway
11.2009 - 01.2017
Customer Service Manager
Cleanaway
09.2007 - 10.2009
Customer Service Team Leader
Startrack Express
09.2004 - 08.2007
Dispatch/Allocations Co-Ordinator
Mc Peake Painting & Building
11.2002 - 09.2004
Branch Manager
Pacific Car Rentals
10.2001 - 11.2002
Operations Co-ordinator
Direct Freight Express
07.1999 - 09.2001
Branch Manager
Delta Europcar, Parking & Rentals
03.1997 - 06.1999
Sales Assistant
David Jones
04.1993 - 01.1997
TLIF0005 & TLIF0006) TDT Training -
Chain of Responsibility - Ensure the safety of transport activities (Course Code: TLIF0009) TDT Training -
Diploma Of Management -
Certificate III in Frontline Management Leadership Success -
<ul><li>Certificate III Business Administration (BSB30201)</li><li>Certificate I In Transport & Distribution (TDT11102) Administration</li></ul> -
<ul><li>Certificate III In Transport & Distribution (TDT31102 Administration)</li><li>Identify Hazards and assess OHS risks (BSBOHS103B)</li><li>Contribute to the implementation of strategies to control OHS risk (BSBOHS404B)</li><li>Dangerous Goods Certificate</li><li>St Johns First Aid Certificate</li><li>Victorian Life Saver (Aquatics)</li><li>Certificate In Intro & Intermediate Excel</li><li>Successfully completed Year 11</li></ul> -
Galvin Park Secondary College
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