Tony Brown

• Coaching, mentoring and supporting team members including identifying opportunities for ongoing staff development through cross-skilling.
• Evaluating team member performance to provide valuable feedback in a timely fashion via formal and informal performance reviews.
• Key client relationship management through daily support and governance meetings.
• Utilized SQL and Live reports to manage daily task allocation and meet SLA’s assigned by key clients.
• Lead for Brisbane office operations including but not limited to administration, settlements, banking, printing, docs out & document storage.
• Managed daily operations of the discharge team including but not limited to settlements, banking, Instructions, document storage & inbound phone queue.
• Managed daily operations of the Post Settlement & Admin team including but not limited to Lodging, Registration, Archiving, Requisitions, internal/external mail

Achievements

• Built a productivity report that integrated data from multiple sources including telephony reporting, SQL and manual data provided by team members.
• Cross skilled the discharge team across all state processes, providing development to staff whilst creating a support network for coverages during times of high volumes or staff absence.

• Assisting customers with a range of application enquiries using multiple systems to ensure accurate information is being provided.
• Meeting target KPI’s within a changing environment.
• Raising key issues with management that prevent our customers having a seamless experience.
• Provisioning settlements with a high attention to details to ensure the successful completion of our daily settlements.
• Training new starters across multiple systems to ensure they’re

• Assisting customers with a range of application enquiries using multiple systems to ensure accurate information is being provided.
• Meeting target KPI’s within a changing environment.
• Raising key issues with management that prevent our customers having a seamless experience.

• Assessed the needs of learners and use detailed knowledge and specialist skills to support learning.
• Worked alongside support services, students and families for the early identification of learners at risk from exclusion and to develop appropriate intervention packages to prevent exclusion.
• Support learners to manage their behaviour consistently whilst recognising and responding to their individual needs in order to meet or exceed learning expectations.
• Encourage learners to interact and work co-operatively with others and engage all learners in activities.
• Work within an established behaviour policy to anticipate and manage behaviour constructively, promoting self-control and independence.
• Support the delivery of exams and other summative assessments.
• Use ICT effectively to support learning activities and develop learners’ competence and independence in its use.

• Provide a high standard of customer support including monitoring orders, installs and complaints.
• Assisting customers with a range of billing enquiries using multiple systems to ensure accurate information is being provided.
• Communicate and liaise with staff, clients and stakeholders on a wide range of issues affecting their activities in a professional and positive manner feedback to subject matter experts to provide necessary training.
• Maintain currency of advanced IT systems including DBOOT, WAS, EMPTOR, MAXIUM, FLEXCAB, COMPILOT.
• Develop, implement and review processes to improve outcomes and the customer experience.
• Work autonomously using a high level of initiative and self-motivation.

• Providing detailed bus, train and ferry information regarding services provided by Transport Operations in South East Queensland.
• Performing to strict key performing indicators (KPI) and targets.
• Ensured staff are adhering to KPI’s and conformance whilst in management position.
• Taking on board escalated calls passed on by the original agents to ensure a positive customer experience and prevent potential call backs.
• Completed performance monitoring through monitoring of calls and monthly staff appraisals.
• Supporting customer service operators through onsite support and further training where knowledge gaps have been identified.
• Ensuring the Occupational health and safety guidelines are being adhered to.
• Lead and contribute to forums to identify issues arising from operational activity, develop procedures and participate in projects designed to address issues Work autonomously using a high level of initiative and self-motivation.