Summary
Overview
Work History
Education
Sport, C++, Unreal Engine
Timeline
Generic

William Russell

Broughton,VIC

Summary

Experienced crew trainer and customer service officer with a solid background in IT support and data entry. Skilled in team leadership, problem-solving, and continuous performance improvement. Committed to delivering excellent customer service and upholding high standards of operational efficiency.

Overview

10
10
years of professional experience

Work History

Customer Service Officer

Serco Global Services
04.2024 - 06.2024
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Completed data entry to record call notes, suggestions and questions.

Crew Trainer

McDonald's
09.2016 - 10.2023
  • Identified training needs and recommended additional training programs for crew members
  • Monitored employee progress and provided constructive criticism
  • Led team-building activities to foster a positive work culture
  • Assisted in the recruitment, selection, and onboarding process for new crew members
  • Performed in high-volume and stressful environments
  • Provided support for managers in understaffed conditions
  • Proficient in food safety protocols, including temperature monitoring of meat during transition times to ensure product quality and safety.
  • Trained other employees in customer service, food safety, and performance requirements.
  • Taught new team members correct procedures for all areas of operations.

IT Technician

Charters Towers Computers
06.2015 - 09.2015
  • Simplified technical details for clients, ensuring a clear understanding
  • Troubleshoot technical issues with printers, networks, operating systems, and applications
  • Performed system backups and restores as required
  • Coordinated with vendors for repair services when needed.
  • Maintained office PCs, networks and mobile devices.
  • Set up PCs, projectors, and microphones for use in video conferencing rooms.
  • Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.

Worker

Charters Towers Blue Store
05.2014 - 09.2014
  • Transported heavy loads of material from one location to another by hand or trolley
  • Utilized hand tools
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.

Education

Certificate II in Business - Business

Charters Towers State High School
Charters Towers

Diploma - Information Technology

Monarch University
Melbourne, VIC
01.2025

QCE -

Queensland Certificate of Education
Charters Towers, Queensland
08.2024

Certificate II in Workplace Practice -

Charters Towers State High School
Charters Towers, Queensland
01.2015

Sport, C++, Unreal Engine


  • C++ Programming: Beginner in C++, actively learning and developing skills for game logic and systems.
  • Unreal Engine: Beginner in Unreal Engine, working on gaining proficiency in level design, scripting, and optimization

Timeline

Customer Service Officer

Serco Global Services
04.2024 - 06.2024

Crew Trainer

McDonald's
09.2016 - 10.2023

IT Technician

Charters Towers Computers
06.2015 - 09.2015

Worker

Charters Towers Blue Store
05.2014 - 09.2014

Certificate II in Business - Business

Charters Towers State High School

Diploma - Information Technology

Monarch University

QCE -

Queensland Certificate of Education

Certificate II in Workplace Practice -

Charters Towers State High School

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