Nixon Hamilton
Penrith,NSW
Summary
Adept at business process reengineering and fostering team cohesion, I significantly enhanced operational efficiency and customer satisfaction at TAFE NSW. Leveraging problem-solving aptitude and innovation management, I led teams to exceed performance goals, demonstrating a commitment to continuous improvement and excellence in fast-paced environments.
Overview
6
6
years of professional experience
Work History
Student Sales Advisor
TAFE NSW
Penrith, NSW
10.2023 - Current
- Conducted sessions to enhance enquiry handling skills among customer service staff.
- Provided tailored support to address the professional growth needs of staff in 1-on-1 and group environments.
- Conducted educational sessions to foster dialogue on performance improvement.
- Facilitated weekly discussions on team performance to ensure alignment with focused goals.
- Implemented off-peak team development plan, emphasising soft skills enhancement.
- Facilitated team and customer support through strong stakeholder relationships.
- Supporting customers with complex enquiries by engaging relevant resources or stakeholders and updating the customer of progress updates.
- Proposed and supported enhancements aimed at operational efficiency and customer satisfaction.
Customer Service Representative
TAFE NSW
Penrith, NSW
12.2022 - 10.2023
- Answered customer enquiries and provided accurate information regarding course offerings and services in a high-volume call centre environment.
- Provided excellent customer service to resolve complex enquiries and customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Assisted customers with course offering selection by identifying their individual goals and circumstances.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Answered inbound calls and emails to facilitate customer service.
Bar & Restaurant Manager
Mr Watkins Bar
Penrith, NSW
05.2021 - 05.2022
- Developed and implemented service standards, policies and procedures to ensure customer satisfaction.
- Conducted weekly staff meetings to discuss menu changes, special events and other pertinent topics.
- Analyzed sales reports to identify trends and opportunities for increasing revenue.
- Monitored inventory levels and placed orders with vendors as needed.
- Recruited, hired, trained and supervised staff of 10+ employees.
- Resolved customer complaints in a professional manner.
- Ensured compliance with all health department regulations.
- Maintained accurate records of financial transactions such as cash receipts, credit card payments and deposits.
- Managed the bar area including ordering supplies, mixing drinks and ensuring quality control measures were followed.
- Negotiated contracts with suppliers to obtain best prices on food products.
- Organised promotional activities to attract new customers while retaining existing ones.
- Reviewed monthly financial statements to monitor budget allocations.
- Assisted in creating marketing strategies designed to increase business growth.
- Implemented cost-saving initiatives that resulted in improved operational efficiency.
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
Venue Licensee
Falcone Hotels
Penrith, NSW
06.2018 - 05.2021
- Led a 50-65 staff team with five direct report managers to deliver excellent customer service in a 2,000-capacity pub venue.
- Facilitated professional leadership growth within the management team with frequent individual and team meetings that set goals, equipped them with the tools required, and held them accountable for maintaining momentum.
- Coordinated tenders with vendors to ensure the best value, service and product was secured.
- Oversaw event management operations, ensuring a high level of service was maintained in fast-paced and high-demand environments.
- Oversaw budget preparation for alignment with financial reports.
- Collated and maintained key performance indicators from multiple platforms to provide analysis in the pursuit of continuous improvement.
- Directed annual business plan activities by consolidating competitor analysis, customer insights, and employee feedback.
- Facilitated being an internal customer activity and engagement consultant for a hospitality group.
- Strengthened venue relationship with the community through aligned engagement activity, sponsorships, and fundraising events.
- Ensured adherence to business standards via ongoing training sessions.
- Cultivated culture of excellence through communication standards that supported collective and individual accountability.
- Facilitated conflict resolution as a mediator between parties and refocusing direction in alignment with the group's values.
- Reported adherence to government bodies like NSW Police, Liquor & Gaming Commission, Work Health & Safety and NSW Food Authority.
Education
MBA - Business
Australian Institute of Business
Adelaide, SA (remote Learning)Skills
- Business process reengineering
- Problem-solving aptitude
- Business performance analysis
- Kaizen methodology
- Crisis Management
- Team building
- Innovation management
- Performance Analysis
References
References available upon request.
Timeline
Student Sales Advisor
TAFE NSW
10.2023 - Current
Customer Service Representative
TAFE NSW
12.2022 - 10.2023
Bar & Restaurant Manager
Mr Watkins Bar
05.2021 - 05.2022
Venue Licensee
Falcone Hotels
06.2018 - 05.2021
MBA - Business
Australian Institute of Business
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