Patrick Han
KENWICK,WA
Summary
Proven leader with a track record of enhancing team productivity and customer satisfaction at IAG. Excelled in strategic thinking and customer empathy, achieving significant improvements in service quality. Skilled in Salesforce and conflict resolution, adept at fostering relationships and driving results. Demonstrated adaptability and decision-making prowess, consistently exceeding performance goals.
Overview
19
19
years of professional experience
Work History
Lead, Customer Delivery
IAG
12.2019 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
- Completed statistical reviews to uncover trends, patterns and variations.
- Improved risk awareness through targeted employee training programs and workshops.
Sale and Service Consultant
IAG
09.2019 - Current
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Increased cross-selling opportunities by proactively identifying potential new business leads during client interactions.
- Consistently met or exceeded performance goals related to both sales targets and customer service metrics.
- Maintained up-to-date knowledge of insurance products to provide accurate information to customers.
Handyman Assistant
J&S Property Maintenance
02.2016 - 09.2017
- Assisted in painting interior/exterior surfaces for a refreshed appearance that exceeded client expectations.
- Upheld a clean working environment throughout each job site visit, promoting professionalism and respect for clients'' spaces.
- Utilized power tools safely, enabling efficient completion of various construction-related tasks while minimizing risk of injury or damage to property.
- Demonstrated strong problem-solving skills when faced with complex repair challenges, leading to satisfactory results for customers.
- Efficiently managed time and resources to complete multiple concurrent repair tasks within given deadlines.
Customer Service Officer
Telstra
03.2006 - 11.2016
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Managed escalated calls professionally, resolving complex issues effectively while maintaining rapport with callers.
- Utilized sales techniques to build customer interest and close sales.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
Education
Graduate Diploma - AirPort Management
Swan TAFE
Midland, WA01-2004
High School Diploma -
Perth Modern Senior High School
Subiaco, WA12-2003
Skills
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Relationship Building
- Conflict Resolution
- Data Analytics
- Attention to Detail
- Reliability
- Multitasking Abilities
- Compliance Monitoring
- Business process improvement
- Coaching abilities
- Strategic Thinking
- Call Center Management
- Customer Empathy
- Salesforce expertise
- Team Leadership
- Training and mentoring
- Time Management
- Technical Support
Timeline
Lead, Customer Delivery
IAG
12.2019 - Current
Sale and Service Consultant
IAG
09.2019 - Current
Handyman Assistant
J&S Property Maintenance
02.2016 - 09.2017
Customer Service Officer
Telstra
03.2006 - 11.2016
Graduate Diploma - AirPort Management
Swan TAFE
High School Diploma -
Perth Modern Senior High School
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