PEDRO DIAS

As the Branch Team Leader I am responsible for leading and maintaining excellent customer service and product delivery throughout the Brisbane branch. I oversee the branch ensuring effective operations, product sales, centre maintenance, compliance, security, and H&S is met in accordance with JUCY’s objectives. This also includes developing and initiating new business sales opportunities as well as lead, mentor and empower team to achieve team objectives.

• Lead a branch with over 20 staff.
• Achieved consistently high branch performance by setting goals, analyzing results, and providing ongoing feedback to team members.
• Implemented targeted sales strategies, resulting in increased revenue growth for the branch.
• Streamlined branch operations by implementing efficient workflow processes and staff scheduling.
• Fostered a positive work environment by promoting teamwork and open communication among staff members.
• Improved employee retention through ongoing coaching, professional development opportunities, and recognition programs.
• Managed daily branch activities, ensuring smooth operations and excellent customer experiences.
• Built rapport between team members using trust-building measures like transparency and open communication.
• Conducted regular team meetings to review progress, set goals, and address any concerns or challenges.
• Resolved escalated customer and associate issues and counseled associates.
• Volunteered to help with special projects of varying degrees of complexity.
• Remained solutions-oriented in face of complex problems to assist management and overall business direction.
• Increased customer service success rates by quickly resolving issues.
• Trained and supervised employees on office policies and procedures.

North Star Collective

• The North Star collective squad is a select group formed to help Zurich be the leading digital insurer based off our customer care agents;
• We work as collective in a product driven methodology to ideate, gather ideas and create a backlog, and apply changes on the way we communicate with the customers;
• Lean methodology trained & using tools such as Miro;
• Showcase to update progress to leadership frequently.

Customer Care Consultant

• Provide accurate information about Zurich's Life Risk and Retail Investments products, processes and policies;
• Provide technical support and quotations for the above product suites;
• Provide information relating to the alteration of policies, complaint handling, policy cancellation and withdrawals;
• Process general maintenance requests received from clients/advisers;
• Manage written & telephony queries & requests from advisers, customers and other departments for information on outstanding requirements;
• Guidance, training, coaching other team members;
• Maintains knowledge of legislative & industry changes relating to Zurich's product groups;
• Perform quotes, alterations and calculations on existing policies;
• Working with Salesforce & life3/Mainframe;
• Resolved concerns with products or services to help with retention;

• Retail store management and operations;
• Fulfillment of sales orders of online and 2 retail stores;
• Manage a small team;
• Responsible for rostering staff;
• Experience with REX, Gorgias and Shopify platforms;
• Follow up of customers' orders;
• Inbound and outbound freight from international suppliers;
• Oversee supply chain and procure stock;
• Update key stakeholders weekly on shipments, new products and ranges.

• Ensure all vehicles returning from hire or being made ready for sale are checked and maintained to the company's standard;
• Carry out pre-hire checks on vehicles to identify any mechanical or interior issues;
• Repair interior vehicle issues/faults to required standards;
• Conduct basic mechanical repairs to various makes and models of fleet;
• Liaise with vendors;
• Quality inspection;
• Welcome customers into the branch and proceed with their check-outs and ins;
• Thorough explanation and show through features of how the vehicles function;
• Retain a high standard of customer service;
• Customer enquiries and quotations;
• Participate in training / development activities to improve personal and team knowledge and service provision;
• Applied knowledge on vehicle operations to customers;

• Worked in several positions from back of the house to being part of wait staff.

• Contact to exporters and importers;
• Clearance of goods;
• Make contact with foreign suppliers;
• Type Import Declaration;
• Contact to Brazilian customs.

• Responsible for handling company's assets;
• Responsible for company's internal stock;
• Shipping duties;
• Receiving deliveries and stock distributing;
• Stocktake.