Thomas MacDougall

• Provided leadership and support to up to 19 frontline direct reports.
• Championed process improvements within the contact centre by identifying inefficiencies, proposing solutions, and leading change initiatives.
• Created inter-personal and professional relationship with Team Members to build trust and to instill leadership.
• Evaluated employee performance on Monthly basis and coached and trained team members, increasing quality of work and employee motivation.
• Developed custom fit solutions suited to differing personalities to find ways to motivate each employee to reach business set KPI's.
• Continuous quality assurance and compliance assessments to provide feedback and coaching.
• Handled Customer complaints and escalations with professionalism and perfect first call resolution.
• Led employee relations through effective communication, coaching, training, and development.
• Awarded RISE awards for being a high performer and team player for the business.

• Received and assessed agent feedback to determine validity and actions required
• Provided responses to all feedback within set timeframe
• Collaborated with document writers to achieve
• Developed skills in livepro knowledge base

Key Achievements

• Seconded to Team Manager
• Successfully assisted in training new systems and delegations into frontline Team Members.

• Provided Support to Customer service representatives for any enquiries
  that needed Senior delegation/ approvals .
• Worked on SalesForce activities to meet KPIs and business service level agreements.
• Handled escalations resolving customer enquiries by providing perfect firstcall resolutions
• Loaded Bonus bets for affected customers when needed on a daily basis.
• Learned and maintained in-depth understanding of product and service
  information to offer knowledgeable and educated responses to diverse
  customer questions.
• Reduced average call time with optimal call control and efficient use of
  internal knowledgebase.

Key Achievements

• Seconded to training co-ordinator for internal knowledge base (WISE)
• Awarded Star player awards for being a high performer in the business

• Provided primary Customer Support to customers in fast-paced
  environment.
• Applied highly effective customer service skills while properly engaging and explaining various wagering products to customers
• Answering calls and assisting customers in an efficient manner
• Ensured adherence to schedule was always met according to business requirements
• Increased efficiency and performance by providing feedback on processes
• Consistently met key KPI's on a quarterly basis by providing exceptional
  customer service

Key Achievements

• Promoted to Senior Customer Support
• Awarded star player awards for being a high performer in the business

• Assisted and managed high value customer accounts across the wagering business within Australia and New Zealand
• Answering calls and assisting customers in placing their bets accurately and successfully
• Consistently meet key KPI's on a quarterly basis by providing exceptional
  customer service
• Ensured adherence to schedule was always met according to business
  requirements

Key Achievements

• Promoted to Customer Support
• Upskilled in to the Threat Metrix project
• Awarded Star player awards for being a high performer in the business

• Coordinated online shopping systems, within the operations team
• Meet all KPI's on a daily basis
• Ensured courier pick up was performed safely and efficiently
• Developed and implemented performance improvement strategies and plans to promote continuous improvement
• Provided primary customer support to internal and external customers in fast-paced environment
• Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations
• Liaised with management and sales teams to better understand customer needs and recommend appropriate solutions

Key Achievements

• Promoted to role from back dock attendant (2017)
• Promoted to back dock attendant from fill staff position (2014)

• Enhanced operational efficiencies by maintaining Laser cutter and Laser equipment.
• Maintained safety protocols while ensuring cost-effective and safe handling of laser equipment and materials.
• Provided quality control while eliminating downtime to maximize revenue.
• Enhanced team goals and solved issues while collaborating with team members to develop service initiatives.

Key Achievements

• Certificate III in light fabrication (2011)