Steven Masilungan
Ingleburn
Summary
A Network Services Manager adept in operational efficiency aligned to business objectives. Committed to offering dependable performance and integrity. Highly effective at problem solving and decision making. 20+ years of progressive customer service and customer relations experience.
Overview
18
18
years of professional experience
Work History
Network Services Supervisor
Samsung Electronics Australia
10.2018 - Current
- Managing the Network Services group including staff supervision, individualised training and support.
- Monitor the Service Centre Network performance and infrastructure in order to implement process enhancements that optimise operational efficiency.
- Implementation of procedures and centralised structure to support strategic business service partners and key stakeholders.
- Work in collaboration with internal departments to better align business objectives and ensure end customer satisfaction.
- Modified and directed project plans to meet business needs specifically in relation to Samsung signage and uniform branded engineers.
- Achieved project deadlines by coordinating targets and manage performance efficiency especially during workload peak periods.
- Review and investigate complaints against Service Centres to keep policies and practices compliant with Australian Consumer Law and service agreements.
- Exceeded goals through effective task prioritization, delegation and building a great team work ethic.
- Enhanced end user satisfaction by identifying issues and analyzing information in order to provide tailored customer solutions.
Network Services Team Leader
Samsung Electronics Australia
07.2016 - 09.2018
- Managed team of 10 employees, overseeing hiring, training and the professional growth of employees.
- Established and streamlined a range of written communications, reports and manuals to ensure optimal team operations.
- Use of critical thinking to break down escalated issues, evaluate solutions and make informed decisions.
- Coordination and logistics planning to schedule uniform order deliveries for a national service centre portfolio.
- Internal management of Map Data application and Territory Portal platform which drives a services locator to repair business products.
- Inventory management of Retailer Inspection correspondence.
- Collate and distribute monthly and quarterly reporting for Service Centre and Engineer performance evaluations.
- Manage Service Network mass communications for process notifications and technical announcements.
- Invoicing validation and processing.
- Liaise with various internal stakeholders including State Service Managers, Legal, Compliance, Technical Support, Parts and VOC teams within the Service department.
Network Services Consultant
Samsung Electronics Australia
11.2015 - 06.2016
- Integrated structure with functionality built toward workload performance and reporting.
- Manage repairer invoicing and extra payment authorisations.
- Inbound Network Services hotline administration.
- Case Study PIC for CS risk management.
VOC Team Leader
Samsung Electronics Australia
04.2015 - 10.2015
- Managed team of 8 case managers handling SUDS recall project resolutions.
VOC Case Manager
Samsung Electronics Australia
03.2013 - 03.2015
- Manage customer complaints around product failure, compensation and customer experience.
National Premium Support Team Leader
Sensis Pty Ltd
11.2011 - 02.2013
- Managed national team of 25 consultants with focus on driving quality Sales and customer support through team initiatives, strategy and analysis.
- Completion of Quality Assurance automation certification, Operational Administration Internship and Leadership & Coaching program.
Premium Support Consultant & 2IC
Sensis Pty Ltd
02.2008 - 10.2011
- Support national Premium Sales team to maintain and grow client portfolios by delivering recommendations and quality advertising solutions.
- Each portfolio range worth 5M-10M in sales revenue.
- Provided artwork presentations, advertising content and tailored billing solutions.
Customer Care Associate
Sensis Pty Ltd
09.2005 - 01.2008
- Inbound contact centre supporting business and residential directory, print logistics and distribution enquiries.
Education
Diploma in Micro-Computer Technology
Computer Power Training Institute
Parramatta, NSW01.2001
Skills
- Pro-active, flexible and self-motivated
- Exceptional communication and listening skills
- Goal-driven with strong time management
- Self confident through willingness to continuously learn and grow
- Passionate team manager and leader by nature
- Personable, honest and approachable
- Committed to vision and business goals
- Accepts accountability and constructive criticism
References
Cathy Pae
Current Senior Network Operations Manager
Samsung Electronics Australia
0417 147 051
Anish Mehta
Former Network Performance Manager
Samsung Electronics Australia
0417 397 147
Manish Jhowry
Former Workforce Manager - Samsung Onsite
People 2 People Recruitment
0447 710 791
Timeline
Network Services Supervisor
Samsung Electronics Australia
10.2018 - Current
Network Services Team Leader
Samsung Electronics Australia
07.2016 - 09.2018
Network Services Consultant
Samsung Electronics Australia
11.2015 - 06.2016
VOC Team Leader
Samsung Electronics Australia
04.2015 - 10.2015
VOC Case Manager
Samsung Electronics Australia
03.2013 - 03.2015
National Premium Support Team Leader
Sensis Pty Ltd
11.2011 - 02.2013
Premium Support Consultant & 2IC
Sensis Pty Ltd
02.2008 - 10.2011
Customer Care Associate
Sensis Pty Ltd
09.2005 - 01.2008
Diploma in Micro-Computer Technology
Computer Power Training Institute
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