Tristan Woodward
Chippendale,NSW
Summary
I am a lateral thinker with the ability to always look outside the box. I have gained vast and valuable experience obtained from all previous roles. I am excited and look forward to using this experience in future roles.
I am detail oriented with a strong background in financial assessment and program evaluation, adept at providing insightful recommendations to support funding decisions.
Overview
36
36
years of professional experience
Work History
Hybrid Support Specialist
Coca Cola Europe Partners
09.2011 - 07.2023
- Taking calls and emails from CCEP customers, consumes and other internal stakeholders
- Resolving any issues that require Act as first point of contact
- Collaborate with all stakeholders internal and external to deliver the best customer experience
- Resolving any issues that require Act as first point of contact as a Sales and Support specialist for our vast network of existing customers across Australia
- Managing customer interactions relating to products, sales, deliveries, and maintenance over phone, email and Livechat
- Won several Call Excellence Awards (Aug 17, Sep 19) This was awarded for going above and beyond
- I piloted the first Hybrid Role that was then later implemented to the business to all the overnight team
- This role was created to work both day and night shift
- I had the opportunity to be on a panel that successfully negotiated the latest CCEP Enterprise Agreement/experience and skills to become m and cover all roles within the National Sales Centre
- I used my past and present skills to become one of only a few multiskilled specialists
Document Controller
Fieldforce Services
01.2009 - 07.2011
- Manage all Service Level Agreement (SLA) requirements are met or exceeded
- Deliver a sense of urgency within the service delivery team on an ongoing basis
- Ensure the Delivery team is highly engaged and motivated
- Maintained document archive and file server of approved documents and drawings to provide easy traceability and retrievability.
Service Delivery Team Leader
Fieldforce Services
02.2009 - 11.2009
- Manage all Service Level Agreement (SLA) requirements are met or exceeded
- Deliver a sense of urgency within the service delivery team on an ongoing basis
- Ensure the Service Delivery team is highly engaged and motivated
- Fostered a positive work environment by recognizing individual achievements and promoting team cohesion, leading to increased employee satisfaction and reduced turnover rates.
- Ensured compliance with industry standards and company policies by conducting regular audits and providing corrective action recommendations when necessary.
Call Centre Operator/Scheduler
Fieldforce Services
01.2009 - 03.2009
- Taking inbound and making outbound calls for the Climate smart Program
- Liaise with support staff confirming bookings
- Plan and map travel schedule within the service area within agreed timeframes
- Ensure that schedulers are set in an efficient manner that both meets commitments to customers whilst minimizing travel times between calls for E'As in the field
- I had collated changes to behaviour of 5 various participants of the Climate/Smart - Home Power Savings Program
- This information published in the Sunday Telegraph
- My shared experience and knowledge of the Climate Smart Program (QLD) was vital in the successful launch of the Home Power (NSW) Saving Program from 2010
- I had the opportunity to work with various State and Local Governments
Cashflow Team Manager
JP Morgan
05.2008 - 11.2008
- Daily Procedure and Control management within the group
- Ensure that minimum Delivery Deadlines and Accuracy Standards as detailed in Client Service Level Agreements and Business Scorecards/Objectives are met
- Monitor and Report on Key Risk Indicator statistics for the Cashflow team
- Mitigate the exposure of JPM to Expense Fine Loss (E, F & L) establishing clear protocols for the investigation and escalation of cash
- Gained valuable experience in the Wholesale Share Registry (Intuitions) to better utilise the vast knowledge and experience obtained from the Retail Share Registry (everyday investors)
Assistant Manager Investor Liaison and Complaints
Link Market Services
09.2002 - 08.2007
- Monitoring all complaints are identified quickly and reported immediately
- Oversee any failure of non-listing rule transactions did not exceed 3% during any reporting period
- Resolve complaints amicably to the satisfaction of investor with no intervention of the regulated body FICS
- Any potential complaint issue resolved with nil financial claims
- Any internal issues that may have instigated a complaint flagged and internal training implemented immediately
- Developed strong working relationships with staff, fostering a positive work environment.
Call Centre Operator / Correspondence Team
Link Market Services
06.1996 - 09.2002
- Worked in the correspondence team answering written queries to investors providing any information they may require IE tax statements
- Constructing historical data for our clients in a way shareholders easily understand
- Ensuring any correspondence regarding investors holdings were answered in a timely manner
- Collating and reporting stats on an ongoing basis or adhoc and flagging any potential complaint flagged and escalated to relevant stakeholders
- Answer any overflow calls regarding the above correspondence queries
- Being personally selected to research ways to best measure and record all incoming work, turnaround times and specific client specific KPI's
- The system would also need to show and monitor specific workloads in accordance with ASX Listings Rules
- We managed to successfully research, test, and implement a workflow system across all business units
- The success of this system was the major tool to record and deliver a minimal failure rate of less than 1% for all transactions
- I was selected to participate in a working group to implement a new share registry system to replace Computershare
- This was achieved through various methods and was successfully launched and called OSCAR
- Given the opportunity of working on 4 of the biggest floats (IPO'S) in the history of this country including Telstra and NRMA (IAG) Initial Public Offerings
Internal Relief
Commonwealth Bank of Australia
01.1988 - 06.1996
- Various positions within the banking industry including teller, customer service, operations and loans
- Credit checking home loan applications and referring unsuccessful applications upward to senior management
- Including resolution if possible
- Attending home loans settlements either in-house or externally
- Customer service
- Ability to cross sells the banks products
Education
Finance
Diploma Financial Planning
Sydney, NSW03-2007
Skills
- Work ethic,
- Active Listening, c
- Communication,
- Interpersonal
- Leadership
- Conflict Resolution
Timeline
Hybrid Support Specialist
Coca Cola Europe Partners
09.2011 - 07.2023
Service Delivery Team Leader
Fieldforce Services
02.2009 - 11.2009
Document Controller
Fieldforce Services
01.2009 - 07.2011
Call Centre Operator/Scheduler
Fieldforce Services
01.2009 - 03.2009
Cashflow Team Manager
JP Morgan
05.2008 - 11.2008
Assistant Manager Investor Liaison and Complaints
Link Market Services
09.2002 - 08.2007
Call Centre Operator / Correspondence Team
Link Market Services
06.1996 - 09.2002
Internal Relief
Commonwealth Bank of Australia
01.1988 - 06.1996
Finance
Diploma Financial Planning
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