Summary
Overview
Work History
Education
Skills
Timeline
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ZACHARY MARTIN

Werribee,VIC

Summary

I am a highly motivated and versatile professional with a strong background in team leadership, complemented by degrees in IT and marketing.


I bring a comprehensive skill set that includes proficiency in Microsoft Office as well as a self-driven work ethic, excellent time management abilities, adaptability, and a passion for continuous learning.


With exceptional communication skills, I am adept at multitasking and thrive in dynamic environments. I am eager to contribute my talents and drive growth in my career.

Overview

4
4
years of professional experience

Work History

Call Center Customer Service Agent/ Support Officer

Australia Post
07.2022 - 05.2024
  • Entered enrollment information in computer system for customer application creation.
  • Documented transactions daily in CRM system and completed end-of-day processing requirements.
  • Helped train and coach new customer service representative teammates.
  • Forwarded calls to appropriate contact based on customer needs.
  • Instilled calm in customers, managing escalations and transfers with utmost professionalism.
  • Maintained up-to-date knowledge of company policies and procedures for accurate information dissemination to customers.
  • Reduced average call handling time with efficient multitasking and prioritizing during calls.

Team Leader

Department of Jobs, Precincts & Regions (Probe Group)
03.2021 - 07.2022
  • Contributed to successful quality control initiatives and implemented new strategies to improve employee work
  • Organised schedules and daily assignments for team, leveraging individual knowledge and strengths to maximize team success.
  • Coached new employees struggling with specific tasks
  • Monitored team operations and workflow during busy periods, making adjustments to improve pace.
  • Supervised teams and individuals, giving feedback on performance and setting goals for improvement.
  • Onboarded new hires and mentored each side-by-side to build high-performing team.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

Quality Assurance Officer

National Australia Bank
02.2020 - 03.2021
  • Maintained compliance with current regulations and requirements.
  • Improved manufacturing processes by identifying areas of inefficiency and recommending corrective actions.
  • Developed training programs for employees to enhance their understanding of quality assurance principles and practices.
  • Training new recruits.
  • Established, maintained and continually improved quality system operations.
  • Verified quality control results with routine data and process audits.
  • Reviewing highly complex customer case files.
  • Re-checking/quality assessing team members work.

Education

Diploma - Marketing -

RMIT University
Melbourne, VIC
12.2016

Diploma - Information Technology -

RMIT University
Melbourne, VIC
12.2015

Skills

  • Strong Microsoft Office Skills (Inclusive of Excel)
  • Workload Management
  • Self Driven
  • Strong Data Accuracy Skills
  • Excellent Time Management
  • Ability to Adapt and Willingness to Learn New Skills
  • Excellent Interpersonal Skills (Written and Verbal Communication)
  • Ability to Multitask
  • Attention to Detail

Timeline

Call Center Customer Service Agent/ Support Officer

Australia Post
07.2022 - 05.2024

Team Leader

Department of Jobs, Precincts & Regions (Probe Group)
03.2021 - 07.2022

Quality Assurance Officer

National Australia Bank
02.2020 - 03.2021

Diploma - Marketing -

RMIT University

Diploma - Information Technology -

RMIT University

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