Summary
Overview
Skills
Work History
Education
Additional Information
Timeline
Generic
Patrick Han

Patrick Han

People leader
KENWICK,AU

Summary

People-focused and results-driven leader with extensive experience in contact centre environments across financial services and insurance. Proven ability to build, coach, and lead high-performing teams that exceed service expectations. Skilled in risk and compliance oversight, coaching and mentoring, operational leadership, and stakeholder collaboration. Recognised for fostering a 'customer-first' culture, driving quality outcomes, and streamlining processes to improve performance. Known for integrity, empathy, and driving continuous improvement.

Overview

19
19
years of professional experience

Skills

  • People Leadership
  • Customer Experience
  • Performance Frameworks
  • Coaching to Performance and Mentoring
  • Accountability
  • Influencing, Negotiation & Problem Solving
  • Effective Communication
  • Compliance & Quality Assurance
  • Feedback Delivery
  • Cross-functional Collaboration
  • Analytical & Critical Thinking
  • Relationship Building
  • Time & Absenteeism Management
  • Outcome Focus
  • People Development & Mentoring
  • Emotional Intelligence
  • Team, Change & Dispute Management
  • Adaptability and Flexibility
  • Decision Making
  • Stakeholder Engagement

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, WA
01-2004

High School Diploma -

Perth Modern Senior High School
Subiaco, WA
12-2003

Additional Information

Training & Certifications

Change Management, Advanced Coaching & Development, Courageous Coaching, Strategic Thinking, Business Presentation Skills, Managing Absenteeism, HELP ONE – Coach the Coach, Managing Diverse Teams, You and Your Team

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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Patrick HanPeople leader