Steven Birchall
Wright,ACT
Summary
Organised and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
My current role is within the Australian Federal Police and involves a high degree of customer service, within the organisation and aviation side of policing.
Overview
23
23
years of professional experience
Work History
Watch Floor Team Member
Australian Federal Police National Operationals
01.2010 - Current
- The NOSSC watchfloor team member is a busy and dynamic environment where real time decision making, clear communication and prioritising of work is required. As a team member my main responsibilities include:
- Liaising with internal and external stakeholders.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
- Monitoring travel movements for the national sex offenders register.
- Training and assessing new staff
- Assisting government agencies with requests.
- Managing alarms for Australian high office holders and sensitive sites.
- High level of undertaking of the radio communications network.
- Managing and processing of border alerts.
- Providing members of the public via the telephone system on family law enquires and questions.
- Pro-Actively organising training with internal stakeholders.
- Taking crime stoppers phone calls from the 1800 phone number. Logging the information in to the AFP system.
Customer Service Specialist
AGL Energy
06.2006 - 01.2010
- I reported to AGL's Customer Experience Excellence Group, undertake a range of advanced call centre-based customer service functions including;
- Providing escalated support for colleagues and customers, including dealing with more complex or difficult enquiries and/or complaints and seeking to minimise the level of complaints to the energy ombudsman or the media.
- Providing coaching and process support for newer or less experienced sales and service consultants in the contact centre.
- Tracking and contributing to the analysis of complaints and maintaining a coaching database to record and monitor coaching delivery.
Customer Service and Sales Consultant
AGL Energy
11.2000 - 06.2006
- Following up on sales leads.
- Responded to telephone and in-person requests for information.
- Followed up with existing customers to provide additional support and address concerns. on new gas connections for new homes.
- Liaising with other utility networks on fault issues within the customers network.
- Mentoring trainees who have just completed the AGL starter course.
- Participating in online AGL courses to assist my development skills.
- Maximized customer retention by resolving issues quickly.
Education
High School Diploma -
St Helens Technical College
St Helens England 09.1989
Skills
- Interpersonal skills
- Adaptability and flexibility
- Workplace safety
- Multitasking capabilities
- Reliability and punctuality
- Conflict resolution
- Problem-solving abilities
- Attention to detail
- Effective communication
Accomplishments
Awarded the AFP service medal for over ten years service(2020).
Awarded the ACT Emergency medal (2023).
Interests
Dedicated park runner and actively involved in organising local park runs.
Skilled in liaising with volunteers and ensuring safe course marking.
Passionate about health and fitness, regularly using weights in the gym for toning.
Enthusiastic trail walker, fostering a connection with nature and promoting well-being.
Timeline
Watch Floor Team Member
Australian Federal Police National Operationals
01.2010 - Current
Customer Service Specialist
AGL Energy
06.2006 - 01.2010
Customer Service and Sales Consultant
AGL Energy
11.2000 - 06.2006
High School Diploma -
St Helens Technical College
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