Shannon Dickson
MORAYFIELD,QLD
Summary
Results driven Call Centre Manager with proven experience in employee training, performance improvement, and people development. Highly skilled in communication and problem-solving, with a strong track record of mentoring staff, improving sales metrics, and driving operational efficiency. Strive to lead by example, fostering a positive work environment and promoting continuous improvement in service delivery.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Call Centre Manager
CornucopiaPO
05.2025 - Current
- Enhanced customer satisfaction by resolving complex issues and providing tailored solutions.
- Managed high-volume call Centre operations, maintaining service quality standards across the team.
- Reduced customer complaints by addressing concerns proactively and implementing effective solutions.
- Conducted regular performance reviews of team members, identifying opportunities for growth and development
- Organized team-building events for sales representatives in order to strengthen relationships between coworkers.
- Led team to optimize operational workflows and improve efficiency.
Senior Team Leader
CornucopiaPO
06.2024 - 05.2025
- Developed training materials to improve onboarding processes for new employees.
- Mentored junior staff to support skill development and professional growth.
- Conducted regular team meetings to discuss strategies, resolve issues, and motivate staff.
- Led sales team to achieve daily targets through effective coaching and support.
- Monitored sales performance metrics to identify trends and areas for improvement.
- Led team in daily operations, ensuring efficient workflow and adherence to company standards.
Telefundraiser
CornucopiaPO
02.2024 - 06.2024
- Engaged potential donors through outbound calling.
- Provided excellent customer service when addressing donor inquiries and concerns, maintaining a high level of donor satisfaction.
- Participated in training sessions to refine fundraising techniques and improve performance metrics.
- Adapted communication styles based on donor responses to maximize engagement effectiveness.
- Built trust with potential donors by providing transparent information about how funds would be allocated within the organization.
- Increased donor retention by building rapport and effectively communicating the organization''s mission and goals.
FIFO Utility
Caza Catering
07.2023 - 02.2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Worked 12 hours across days and nights for 21 days,
- Maintained cleanliness and sanitation in designated areas according to safety regulations.
- Conducted routine inspections to identify maintenance needs and safety hazards.
- Trained new staff on cleaning protocols and equipment operation procedures.
TTW Youth Support Worker
APM
09.2022 - 07.2023
- Facilitated group activities to promote social skills and emotional development among youth.
- Provided one-on-one support to at-risk youth, fostering a safe and supportive environment.
- Monitored behavior and progress, adjusting strategies to ensure effective support and guidance.
- Supported youth into work and study
- Established a positive rapport with participants by maintaining open lines of communication and actively listening to their concerns.
- Reduced behavioral issues by establishing clear expectations and consistent consequences for actions.
- Promoted a safe and welcoming environment, leading to increased participation in programs and services.
Disibility Support Worker
Fina
01.2021 - 09.2022
- Provided personalized care and support to individuals with disabilities, enhancing daily living activities.
- Assisted clients in developing life skills, promoting independence and confidence.
- Collaborated with multidisciplinary teams to create tailored support plans for clients.
- Monitored client progress and adjusted care strategies to ensure optimal outcomes.
- Implemented safety protocols to ensure a secure environment for all clients.
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Drove clients safely to social activities and appointments.
Education
Certificate III - Individual Support (Disability)
TAFE QLD
QLD01-2021
Skills
- Attention to detail
- People management
- Effective communication
- Various computer software and application knowledge
- Complex Problem-solving
- Performance improvement
- Schedule management
- Staff training and development
Certification
- current CPR
- current first aid
- current blue and yellow card
- current white card
- cert 3 Individual Support (disability)
- valid police clearance cert
Timeline
Call Centre Manager
CornucopiaPO
05.2025 - Current
Senior Team Leader
CornucopiaPO
06.2024 - 05.2025
Telefundraiser
CornucopiaPO
02.2024 - 06.2024
FIFO Utility
Caza Catering
07.2023 - 02.2024
TTW Youth Support Worker
APM
09.2022 - 07.2023
Disibility Support Worker
Fina
01.2021 - 09.2022
Certificate III - Individual Support (Disability)
TAFE QLD