Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

RUSSELL SMITH

HURLSTONE PARK,NSW

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

A dedicated Team Leader with expertise in quality assurance improvements, issue resolution and interpersonal communication. Proficient with customer deescalation, employee coaching and training who sets example for work ethic, punctuality and quality.

Overview

20
20
years of professional experience

Work History

Team Leader

HCF
Parramatta
10.2022 - Current
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Developed strategies for problem solving and conflict resolution among team members.
  • Conducted regular performance reviews to assess individual team member progress.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Established clear expectations for employees, providing guidance when needed.
  • Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
  • Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
  • Analyzed data from various sources to identify areas of improvement in the department's operations.
  • Identified opportunities for process optimization using Lean Six Sigma principles.
  • Collaborated with other departments to ensure alignment of goals across teams.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Resolved customer complaints in an effective manner while maintaining a high level of customer service.
  • Ensured compliance with all safety regulations in the workplace.
  • Implemented changes in response to changing business needs or customer demands.
  • Facilitated communication between cross-functional teams within the organization.
  • Delegated daily tasks to team members to optimize group productivity.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.

Senior Member Care Consultant Retention

HCF
Parramatta
10.2019 - 06.2023
  • Acting point of contact for Team Leader
  • Organized meetings between stakeholders to discuss project details and timelines.
  • Acting 2IC liaising between 2 teams
  • Evaluated Calls, sending feedback and coaching
  • Planning and Facilitating team meetings
  • Provide support for new systems integration within the team and department Phoenix/Elmo
  • Managing escalations from Customers unhappy with Insurance Products
  • Provided feedback to supervisors regarding employee performance following training sessions.
  • Monitored calls in real-time to evaluate effectiveness of training programs.
  • Adaptability to changing environment
  • Work individually and as a team to reach KPI’s with enthusiasm and professionalism
  • Outbound campaigns, Save hotline and Winback campaigns- handling cancellations and transferring to new funds, welcome campaigns- new members joining and predictive lapse.
  • Provided guidance to participants in order to help them develop their skills and achieve desired goals.
  • Conducted regular performance reviews to assess individual team member progress.
  • Provided coaching and feedback on employee performance, encouraging professional development.

Member Care Consultant Inbound

HCF
St Leonards
01.2019 - 09.2019
  • Provide outstanding customer service; receive inbound calls, handling all enquiries and requests in a clear accurate manner where the member feels important
  • Form genuine connections and discover hidden needs within the conversation to better serve the member
  • Ability to work under pressure for long periods of time
  • Problem solve in a faced paced environment
  • Demonstrate the core HCF values; integrity, personal accountability, team work and leadership
  • Manage time efficiently to adhere to KPIs and also the member experience
  • Currently trained for Hospital eligibility check, Orthodontics, OVHC, life products and Retention.

Martial Arts Instructor

Jun tong Taekwon-do
01.2005 - Current
  • Preparing lesson plans
  • Execution of lesson plan
  • Working with large groups of Children and Adults
  • Assigning tasks to assistant instructors.

Manager/ Head Barista

Vargabar espresso
Newtown
11.2003 - 03.2016
  • Customer service
  • Hiring and firing of staff
  • Daily reconciliation
  • Goal setting for staff
  • Creating weekly staff rosters
  • Performance reviews
  • Cost of goods data entry
  • Stock control
  • Stock ordering
  • P.A.Y.E
  • Daily Banking.

Assistant Barista

LITTLE JEAN
Double bay
08.2016
  • Work under pressure whilst delivering results in a high volume setting
  • Customer service; including building rapport and engaging in problem resolution
  • Cash handling
  • Set up for service and food presentation.

Education

Leader as coach -

01.2021

Future fit Leader -

01.2020

1ST Dan Certificate World Taekwondo -

01.2016

1st Dan Certificate Hapkido -

01.2016

Instructor Plaque Certificate -

01.2016

4th Dan certificate International Taekwon-do Federation -

01.2014

National Certificate in Audio Production -

01.2003

1987 Tafe Plus Statement in Customer Relations -

01.2000

Higher School Certificate -

01.1995

Skills

  • Work Planning
  • Client Service
  • Documentation and Reporting
  • Shift Scheduling
  • Coaching
  • Mentoring
  • Overtime Management
  • Quality Improvement
  • Complaint Resolution
  • Team Supervision
  • Problem-Solving
  • Teamwork and Collaboration
  • Performance Improvement
  • Goal Setting
  • Call Center Operations
  • Staff Training
  • Attention to Detail
  • Team Motivation
  • Conflict Resolution
  • Coaching and Mentoring
  • People Management
  • Complex Problem-Solving
  • Leadership
  • Analytical Thinking
  • Performance Evaluations
  • Meeting Facilitation
  • Onboarding and Orientation

References

  • Daniel Levitus, Employer, 2006-2013, Vargabar Espresso, +61 450 326 146
  • George Gabrielides, Head Instructor, Jun Tong I.T.F, +61 418 615 655
  • Sarah Trovato, Head Barista, Little Jean Double Bay, +61 420 996 561

Timeline

Team Leader

HCF
10.2022 - Current

Senior Member Care Consultant Retention

HCF
10.2019 - 06.2023

Member Care Consultant Inbound

HCF
01.2019 - 09.2019

Assistant Barista

LITTLE JEAN
08.2016

Martial Arts Instructor

Jun tong Taekwon-do
01.2005 - Current

Manager/ Head Barista

Vargabar espresso
11.2003 - 03.2016

Leader as coach -

Future fit Leader -

1ST Dan Certificate World Taekwondo -

1st Dan Certificate Hapkido -

Instructor Plaque Certificate -

4th Dan certificate International Taekwon-do Federation -

National Certificate in Audio Production -

1987 Tafe Plus Statement in Customer Relations -

Higher School Certificate -

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RUSSELL SMITH