Warrick Digovich
Wynnum West ,QLD
Summary
A highly adaptable and results-driven professional with extensive experience in customer service management, technical support, and sales. Proven ability to lead and develop teams, ensuring operational excellence and enhanced customer satisfaction. Skilled in utilising KRONOS scheduling, Microsoft Office, and troubleshooting technical issues, with a focus on efficiency and quality compliance. Known for strong leadership, effective communication, and a hands-on approach to problem-solving. Experienced in managing cross-functional teams and achieving targets in fast-paced environments, while consistently maintaining high standards of service.
Overview
8
8
years of professional experience
Work History
Sales Services Inbound/Outbound Advisor
Youi Insurance
11.2022 - 05.2024
- Ensure consistent focus on premium written including (but not limited to) sold premium, discounted premium, premium movements within 60days of first cover and net premium increase driven by policy amendments.
- Maximise selling opportunities at time of sale and with post sale amendments.
- Achieve equal or greater than the Target for “Adjusted Premium” and other premium indicators.
- Manage the pool of sales leads (Inbound/Outbound calls) allocated on a daily to effectively deliver the required sales conversion rate.
- Actioning sales leads as quickly as possible to meet or exceed targets relating to sales leads as determined by the Company.
- Ensure a sales conversion rate consistent with, or better than, the business plan requirements.
- Convert leads into sales at the highest rate possible.
- Ensure correct application of the sales process in order to minimise policy cancellations.
- Achieve a minimal initial cancellation rate.
- Ensure that all client calls and dealings have a quality and compliance focus.
- Sell compliantly with regard to Company policies/procedures and relevant legislation.
- Participation in all coaching and performance management feedback and training sessions.
Senior Technical Support Specialist (Level 3)
Concentrix Services Inc
09.2022 - 11.2022
- Similar duties as stated for the Technical Support Specialist (Level 1) role.
- Assist Level 1 Technical Support Specialists through internal escalations and consultations. As well as redirecting/transferring calls to the correct department in a timely manner, reducing customer hold time.
- Take over any internal escalations and consultations from the Level 1 Technical Support Specialists if procedurally required or if in the customer’s best interest.
- Taking ownership of case/s where required procedurally or if in the customer’s best interest. Through this, ensuring that the customer is well informed on the best way to stay in contact through the different available options (e.g., email link/s or the help line for any inquiries/immediate response.)
- Escalate customer’s technical enquiry through to the engineering team if the issue is unresolved through basic and advanced troubleshooting steps, as well as positioning accepted wait times for a response from engineering regarding the customer’s issue.
- Performing case research throughout the day, researching on any owned cases for resources that may potentially resolve the customer’s issue.
- Attend all and any required Meetings, whether they be for Coaching, Training, Team Meeting or monthly reviews with a Team Leader.
- Assisting in the training of new hires through the mentorship program.
Technical Support Specialist (Level 1)
Concentrix Services Inc
03.2022 - 09.2022
- Identify, analyse, and isolate a customer’s technical enquiry.
- Resolve a customer’s technical request where possible using troubleshooting protocols.
- Handle enquires from customers using appropriate customer service.
- Actively listen to customer enquiries and provide them with an appropriate technical and/or operational solution.
- Escalate customer enquiries to other departments when the resolution cannot be provided by the current department.
- Promote and sell support related products and services.
- Enter customer registration information into the database.
- Enter notes about the customer enquiry and solution/s provided in the database.
- Follow client’s protocols and procedures.
- Research relevant internet and intranet sites and databases to keep knowledge of products, services and operational procedures up to date.
Assistant Bakery Manager
Woolworths Group
09.2021 - 09.2022
- Assist the Bakery Team Manager to lead, coach and support our Bakery Team to deliver a consistent and high functioning work environment.
- Receive and break down delivery loads on a daily basis in order to replenish stock and shelves.
- Running the Bakery and the Bakery Team two days a week, unaccompanied by the Bakery Team Manager.
- Complete monthly stock takes of all bakery supplies alongside manager to ensure all stock is up to date, with minimal variants.
- Ordering required supplies on a weekly basis to ensure the bakers are well equipped to provide the needed products that are sold fresh daily.
- Time management throughout the day to make sure all team members are on track of their daily tasks, as well as making sure that all required products are on show for set deadlines.
- Assist customers with any queries regarding specific products/lines as well as helping process any orders they request.
Assistant Customer Service/Assistant Online Manager
Woolworths Group
05.2021 - 09.2021
- Similar duties as stated for the Assistant Customer Service Manager/Assistant Cafe Manager at Kelvin Grove.
- Assisting to run a full online department alongside the Customer Service Manager/Online Manager. Managing and helping supervise a team of between 40-50 individuals in total, but around 15-20 at any given shift period (one day).
- Two days per week, running both the front-end department (customer service team) and the online department unaccompanied by The Customer Service/Online Manager.
Assistant Customer Service Manager/Assistant Cafe Manager
Woolworths Group
03.2020 - 05.2021
- Assist and support the Customer Service Manager in supervising the Customer Service team to deliver operational standards, excellent customer service and reduce queue waits times in a safe way.
- Assist the Customer Service Team Manager to supervise team members against key metrics and Ways of Working and provide valuable and constructive feedback to team members and to the Team Manager for purposes of recognition and development opportunities.
- Deliver productivity expectations when leading the Customer Service team.
- Assist the Customer Service Manager to increase productivity and coach the customer service team in order to create a differentiated service experience.
- On occasion when required, provide support to the Store Manager to lead the store which may include opening and closing with associated security.
- Responsible for rostering all staff members (Customers service team members as well as Cafe Team members) - using the KRONOS scheduling program, as well as any other scheduling requirements needed for the two departments.
- Responsible for cafe food preparations before the Store opens.
- Ensure that correct Food and Health Safety is being undertaken in daily cafe routines and encouraging cafe team member to follow these correct protocols.
- Assist other cafe team members with coffee and/or cafe food orders during peak and non-peak times, making sure that customers are not waiting for a long period of time.
Bakery Supervisor
Woolworths Group
05.2017 - 03.2020
- Assist and support the Bakery Team Manager in supervising the bakery team to deliver operational standards and customer service across the department.
- Assist the Bakery Team Manager to supervise team members against key metrics and Ways of Working and provide valuable and constructive feedback for the purposes of recognition and development opportunities.
- Assist the Bakery Team Manager to increase team productivity in order to improve customer satisfaction.
- Following all food safety and sanitation procedures established by the company and regulatory agencies.
Deli Assistant
Woolworths Group
05.2016 - 05.2017
- Providing responsive, exceptional customer service by answering questions. Making recommendations, providing samples, and responding to requests from the customer.
- Prepare special orders and platters
- Update displays, cases, and other customer-facing areas to ensure new products/items and promotions are visible and showcased.
- Ensuring that all work areas are ready to service customers by cleaning surfaces, equipment, and floors, removing and discarding trash, and confirming that tools are in working order.
- Following all food safety and sanitation procedures established by the company and regulatory agencies.
- Confirming that all displays, products and services comply with company standards.
Education
High School Diploma -
Brisbane Bayside State College, Australia
11.2017
Skills
- Excellent Communication
- Technical Troubleshooting
- Microsoft Office
- Strong Leadership and Team Management Experience
- Data Management
- Product and service knowledge
- Feedback and Coaching
- Call Management
- Inbound and Outbound sales
- Multitasking Abilities
- Time Management
- Understanding Customer Needs
Timeline
Sales Services Inbound/Outbound Advisor
Youi Insurance
11.2022 - 05.2024
Senior Technical Support Specialist (Level 3)
Concentrix Services Inc
09.2022 - 11.2022
Technical Support Specialist (Level 1)
Concentrix Services Inc
03.2022 - 09.2022
Assistant Bakery Manager
Woolworths Group
09.2021 - 09.2022
Assistant Customer Service/Assistant Online Manager
Woolworths Group
05.2021 - 09.2021
Assistant Customer Service Manager/Assistant Cafe Manager
Woolworths Group
03.2020 - 05.2021
Bakery Supervisor
Woolworths Group
05.2017 - 03.2020
Deli Assistant
Woolworths Group
05.2016 - 05.2017
High School Diploma -
Brisbane Bayside State College, Australia
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