Summary
Overview
Work History
Skills
References
Timeline
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Troy Winn

Norman Park,QLD

Summary

With over 19 years of management and operational experience, I am committed to advancing my career and expanding my skill set. I thrive in environments that present challenges, taking pride in both my personal growth and the success of those around me. My passion lies not only in furthering my own career but also in building strong teams and helping others achieve their goals. Throughout my career, I have gained extensive experience with a wide array of POS, CRM, and billing systems, and I am eager to embrace any role that allows me to continue expanding my knowledge

Overview

19
19
years of professional experience

Work History

Telstra Business Account Management

Telstra Limited
01.2021 - 01.2024
  • Successful in gaining Subject Matter Expert role (SME)
  • Managed objection handling, complaint resolution, and complex product support for NBN, PSTN, and Starlink products/services
  • Provided assurance support, troubleshooting, and managed complex billing and connection requests
  • Led coaching sessions for new and current staff on Telstra's legacy/Heritage and new billing and CRM platforms
  • Oversaw order management, including exchange orders, while collaborating with national and global stakeholders to drive positive outcomes.

Assistant Venue Manager Will & Flow

Treasury Casino & Hotel
01.2020 - 01.2021
  • Building and maintaining a strong report with key internal and external stakeholders to achieve a successful opening of Treasury’s newest venue
  • Rostering and adjusting rostering to meet company KPI’s and peak service periods
  • This achieved both a strong revenue gain and guest experiences
  • Menu development
  • Designing a menu that suited not only the guests needs but reflected the location and style of the venue
  • Leading and building a management team to ensure the successful day to day operations while creating a positive environment for those t work in.

Duty Manager

Base Backpacker/Palace Adventures
01.2005 - 01.2009
  • Approved Manager for a large & popular east coast Backpacker resort and hostel
  • Staff training to achieve and further guest experience and creating a culture of learning and development
  • Staff coaching and counselling
  • Implementing new policies and procedures
  • Cash handling responsibilities such as safe balancing, banking and payroll administration
  • Event planning and hosting.

Casino Bars Higher Duties and Captain

Treasury Casino & Hotel
01.2010
  • Directing and leading both frontline team members and leaders
  • Ensuring all teams are delivering high levels of guest service
  • Upholding and driving the Star brand and its service standards
  • Implementing new procedures and policies to achieve thrilling and exciting guest services
  • Coaching and counselling team members in line with company policies and procedures
  • Assisting team members in developing and progressing into leadership roles
  • Strong inventory and POS knowledge
  • Multiple POS systems and backend software
  • Meeting company expectations regarding PNL management & Budgetary goals
  • Effective rostering for a large team of 30-40 team members for multiple outlets also to meet both KPI’s and guest demand.

Skills

  • Strong troubleshooting abilities
  • Results-oriented
  • Effective team player
  • Proven leadership experience
  • Extensive knowledge of computer systems
  • Extensive knowledge of CRMs
  • Extensive knowledge of billing
  • Extensive knowledge of POS/Sales platforms
  • Passionate about coaching
  • Passionate about fostering growth in others
  • 19 years of proven customer service experience
  • 19 years of proven management experience
  • Effective communicator
  • Natural ability to think outside the box
  • Natural affinity with Information and Technology

References

  • Zac Thompson, Casino Bars Venue Manager, Direct report 2018-2021, 0458156337
  • Jai Spencer, Casino Bars Venue Manager, Jai.Spencer@star.com.au
  • Taurean Pepere, Telstra SMB Team Lead, Taurean.Pepere@team.telstra.com

Timeline

Telstra Business Account Management

Telstra Limited
01.2021 - 01.2024

Assistant Venue Manager Will & Flow

Treasury Casino & Hotel
01.2020 - 01.2021

Casino Bars Higher Duties and Captain

Treasury Casino & Hotel
01.2010

Duty Manager

Base Backpacker/Palace Adventures
01.2005 - 01.2009

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Troy Winn