Nicholas Skerry
Mount Crosby,Australia
Summary
Dynamic customer service leader with extensive experience in driving team performance and enhancing customer satisfaction. Proven ability to resolve complex issues while fostering collaboration and adapting to evolving business needs. Expertise in conflict resolution, team training, and performance management ensures reliable service delivery and operational excellence. Committed to achieving results through a steadfast dedication to quality and continuous improvement.
Overview
11
11
years of professional experience
Work History
Service Advisor
Eagers Automotive
Ipswich, QLD
01.2026 - Current
- Assisted customers in identifying service needs and recommended appropriate solutions.
- Coordinated appointments and managed service schedules to optimize workflow efficiency.
- Communicated effectively with technicians regarding repair timelines and customer expectations.
- Ensured accurate documentation of services performed and maintained detailed service records.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
Courier Driver
Fedex Express
Redbank, QLD
10.2024 - 02.2025
- Proficient in driving various vehicles (vans and trucks).
- Safe driving practices and adherence to traffic laws.
- Navigation skills, including GPS and map reading.
- Defensive driving and accident avoidance techniques.
- Ability to meet tight deadlines and handle multiple deliveries efficiently.
- Organizing routes to maximize efficiency and minimize delays.
- Punctuality and reliability in meeting delivery schedules.
- Professional and friendly communication with customers.
- Ability to resolve customer complaints or issues during delivery.
- Ensuring packages are delivered in a safe, secure, and timely manner.
- Representing the company in a positive light through interactions.
- Familiarity with local roads, neighborhoods, and traffic patterns.
- Use of GPS or route optimization tools to plan the best delivery routes.
- Flexibility in adapting routes to avoid traffic, construction, or weather delays.
- Safe loading and unloading of packages to prevent damage.
- Ensuring packages are sorted and organized for efficient delivery.
- Handling fragile or sensitive items with care.
- Verifying package contents against invoices and shipping information.
- Basic vehicle maintenance and troubleshooting (e.g., checking oil levels, tire pressure).
- Ability to perform minor repairs or report issues promptly.
- Ensuring the vehicle is clean, stocked, and in good working condition.
- Ensuring correct addresses and accurate delivery of packages.
- Inspecting packages for any damages before delivery.
- Recording delivery statuses and collecting signatures as needed.
- Ability to lift and carry packages, often up to 20 kg or more.
- Endurance to work long hours or in various weather conditions.
Customer Services Assistant
Sullivan Nicolaides Pathology
Bowen Hills, QLD
05.2015 - 10.2024
- Managing patient and internal staff correspondence and enquiries via phone, mail, email and fax
- Reconciliation of patient accounts – transfer of credits to outstanding invoices;
- Identifying duplicate patient accounts and merging into the one file;
- Incoming mail distribution to internal employees and departments.
- Conflict Resolution – with external and internal clients
- Accounts – Reconciliations, Payments, Refunds and enquiries and resolution
- Customer Service Skills – external and internal customers and consumers and with suppliers
- Good KPI management skills
- Multi Skilled contact Centre to enable single point of call resolution for multiple incoming call types
- General Auditing and updating of all out of date documents, procedure and training manuals
- Training of newly inducted staff members and overseeing of day to day workflow.
- General Management of the Contact Centre.
- Rostering of staff and assisting with processing pays for the staff.
- IT skills consisted of the same tasks listed below.
IT Help Desk Support Officer
Covetrus
Eight Miles Plains, QLD
09.2019 - 12.2019
- Provide technical assistance and support for incoming queries and issues relating to computer systems, software, and hardware.
- Respond to queries either in person or over the phones.
- Train Computer Users.
- Maintain daily performance of computer systems.
- Respond to email messages for customers seeking help.
- Ask questions to determine nature of problem.
- Walk customer through problem solving process.
- Install, modify, and repair computer hardware and software.
- Clean up computers.
- Run diagnostic problems to resolve problems.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks, and other systems.
- Install computer peripherals for users.
- Follow up with customers to ensure issue has been resolved.
- Gain feedback from customers about computer usage.
- Run reports to determine malfunctions that continue to occur.
Education
Hospitality
Southbank Institute of Tafe
Brisbane, QLD07-2016
Diploma - Hospitality
Southbank Institute of Tafe
Brisbane, QLD07-2016
Skills
- Excellent communication skills
- Ability to learn new databases and processes quickly & efficiently
- Exceptional organisational skills
- Capability of meeting strict deadlines
- Strong attention to detail
- Ability to multitask, ensuring the quality of work produced is accurate and of a high standard
- Office 365 – Word, Excel, PowerPoint and Outlook
- Windows Servers 2008 - 2016
- Conflict resolution
- Computer skills
- Customer service
- Ability to work independently or as part of a team
Timeline
Service Advisor
Eagers Automotive
01.2026 - Current
Courier Driver
Fedex Express
10.2024 - 02.2025
IT Help Desk Support Officer
Covetrus
09.2019 - 12.2019
Customer Services Assistant
Sullivan Nicolaides Pathology
05.2015 - 10.2024
Hospitality
Southbank Institute of Tafe
Diploma - Hospitality
Southbank Institute of Tafe