Patrick Abrey
Melbourne,Victoria
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Operations Manager
Signal Security
04.2022 - Current
- Supervised up to 12 operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate installations.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Trained and managed team members to maintain high productivity and performance metrics.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Managed software such as Salesforce, Simpro and Slack to ensure they are used to their full potential.
Customer Experience Team Leader
Signal Security
06.2021 - 04.2022
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Supervised agents dealing high volumes of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Analysed all customer interactions in internal database to look for bottlenecks or potential growth opportunities.
- Investigated and resolved all customer complaints effectively and to a timely manner.
- Managed employees within the Customer Service team, including performing their monthly and quarterly reviews.
- Heavily involved with the recruitment process for the Customer Service team.
- Created and ran weekly training sessions with employees to continue their development
Customer Experience Specialist
Signal Security
01.2021 - 06.2021
- Utilized telephone and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Organised technician day to day schedules, including travel time and stock.
- Created upsell opportunities through understanding customer personas.
- Worked to and exceeded strict KPIs.
Work Force Management
Sportsbet
06.2020 - 12.2020
- Set employee schedules to maintain optimal coverage and service levels.
- Monitored live contact levels and made adjustments to staff due to changes in contact levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Developed and implemented onboarding and orientation programs for new employees.
- Collected and analysed information to monitor compliance outcomes and identify and address trends of non-compliant behaviour.
- Generated and analysed reports to monitor employee engagement and attrition trends.
- Ensured Customer Service KPIs were met and created contact deflection methods.
Customer Service Specialist
Sportsbet
08.2018 - 06.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Investigated and resolved customer inquiries and complaints quickly.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Outbound calling campaigns to increase customer engagement.
- Social media interaction with customers.
- Completed supervisor training program.
- Covered as supervisor on the customer service floor.
Apprentice Plumber
Atherton Plumbing
06.2015 - 07.2018
People Co Recruitment Agency
01.2015 - 06.2015
- Various work in different factories
Kitchen Hand
McDonald's Kilsyth
01.2011 - 01.2014
- McDonald's ‘Rookie of the Year'
- Team leader duties
Education
Bachelor of Management - Public Relations, Event Management
Deakin University
07.2020
Victorian Certificate of Education -
Aquinas College
11.2014
Skills
- Performance Monitoring
- Financial Management
- Workflow Optimization
- Process Improvement
- Customer Service
- Data Analysis
- Business Development
- Customer Relationship Management (CRM)
- Goal Setting
- Staff Development
- Team Leadership
Certification
- New Leader, Australian Institute of Management - August 2021
- Train the Trainer, Australian Institute of Management - March 2022
- Building Team Performance, Australian Institute of Management - March 2022
References
Available upon request
Timeline
Operations Manager
Signal Security
04.2022 - Current
Customer Experience Team Leader
Signal Security
06.2021 - 04.2022
Customer Experience Specialist
Signal Security
01.2021 - 06.2021
Work Force Management
Sportsbet
06.2020 - 12.2020
Customer Service Specialist
Sportsbet
08.2018 - 06.2020
Apprentice Plumber
Atherton Plumbing
06.2015 - 07.2018
People Co Recruitment Agency
01.2015 - 06.2015
Kitchen Hand
McDonald's Kilsyth
01.2011 - 01.2014
Bachelor of Management - Public Relations, Event Management
Deakin University
Victorian Certificate of Education -
Aquinas College
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