Zackary Bakens
Pakenham,VIC
Summary
With over a decade of experience in the customer service and telecommunications sector, technical proficiency merges seamlessly with a mindset centered around customer satisfaction. The track record showcases effective incident management, robust analytical skills, and a steadfast commitment to client satisfaction. Additionally, proven leadership and coaching within the telecommunications industry, particularly within NBN, aim to transition into a Team Leader role. Bringing a blend of technical expertise, a customer-focused approach, and leadership skills, poised to drive team success and exceed expectations.
Moreover, expertise extends beyond conventional roles to encompass specialized areas such as death claims management. In this capacity, adeptly navigating a diverse portfolio of client tasks, strategically prioritizing responsibilities, and assuming full ownership of claims. The core strategy revolves around proactive follow-ups and effective communication, ensuring successful outcomes and fostering positive member experiences
Overview
11
11
years of professional experience
Work History
Case Manager
Australian Super
10.2023 - Current
- Specialized in managing death claims with a strong investigative approach to promptly identify suitable claimants during the claims process
- Efficiently manage tasks and prioritize responsibilities for streamlined workflow.
- Take ownership of claims, conducting regular proactive follow-ups and effective phone communication to ensure successful outcomes.
- Create positive member experiences through rapid rapport establishment and excellent customer service.
- Embrace and support change initiatives to enhance customer service for Fund Members.
- Build effective relationships with team members and key contacts.
- Listen attentively to members, promptly addressing concerns and providing accurate information.
- Effectively manage challenging conversations by actively listening, empathizing, and taking personal responsibility for issue resolution.
- Demonstrate service excellence by seeking information to understand members' circumstances, needs, and expectations.
- Proactively deliver and manage claims portfolios in line with quality case management principles and operating standards.
- Ensure strict adherence to service and quality standards in all completed work.
- Minimize delays through effective document management and coordination with key stakeholders.
- Consistently deliver high-quality work, striving for minimal errors and breaches to achieve team objectives.
- Actively collaborate as a team player, contributing to shared team objectives.
- Ensure strict adherence to all legislative requirements and guidelines in all aspects of work, particularly in death claims processing.
Call Center Consultant
NorthAMP
07.2023 - 09.2023
- Customer-Centric Excellence: Delivered exceptional customer service by actively listening to clients, addressing inquiries, and resolving issues promptly, resulting in consistently high customer satisfaction scores.
- Product Knowledge Mastery: Demonstrated expertise in AMP's diverse range of products and services, enabling me to provide comprehensive and accurate information to customers, enhancing their understanding and confidence in our offerings.
- Efficient Call Handling: Managed high call volumes efficiently, maintaining a low average handle time while ensuring each customer received personalized attention and solutions tailored to their needs.
- Team Collaboration: Collaborated closely with cross-functional teams, sharing insights and feedback to improve processes, refine product offerings, and contribute to the overall success of the call center operations.
- Continuous Learning: Committed to ongoing professional development by participating in training programs and staying updated on industry trends, ensuring I was well-equipped to provide the best support to AMP's valued customers.
Customer Service Escalations Advocate
Afterpay
03.2023 - 06.2023
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Handled escalated calls for front-line associates to address complex issues and restore customer satisfaction.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Stayed on top of changing internal policies, company offerings and promotions to effectively serve every customer.
Incident Specialist
NBN
05.2017 - 11.2022
- Ensure timely incident resolution in line with SLAs for exceptional B2B customer service
- Provide high-volume customer support services
- Test and activate Ethernet services efficiently
- Configure customer services on multi-vendor networks expertly
- Apply strong analytical skills to identify and resolve problems
- Possess in-depth expertise in service assurance as a Subject Matter Expert (SME)
- Efficiently manage service-related escalations
- Offer one-on-one coaching to offshore teams to enhance their skills
- Demonstrate comprehensive knowledge of FTTP, FTTC, and HFC technologies as an SME
- Foster positive relationships with field technicians and customers through high-quality customer service
- Lead discussions and provide recommendations to manage incidents with SLA adherence
- Handle RSP and TIO escalations effectively
- Assist NBN technicians in resolving complex technical faults
- Serve as the Point of Contact (POC) during team leader absences
- Respond promptly and accurately to escalations
- Lead discussions on business improvement initiatives as a change champion.
Complaints Officer
Stellar, NBN General Inquiries & Complains
11.2016 - 05.2017
- Expertise in categorizing complex customer complaints
- Provide informative assistance and education to customers on the NBN network
- Strong communication skills for educating customers on the NBN network
- Successfully resolve customer complaints and handle TIO & RSP escalations
- Developed exceptional negotiation and communication abilities, including written justifications for decisions for external and regulatory reviews.
- Proven track record of enhancing customer experience
- Adept at managing stakeholder expectations and collaborating with cross-functional teams.
IOS Technical Support
Teleperformance
04.2014 - 10.2016
- Collaborate with Customer Services and Service Delivery teams to continuously improve operational efficiency and customer experience
- Adeptly manage the categorization of iOS faults and ensure timely resolution
- Build strong relationships with customers to deliver superior customer service
- Extensive experience in case management, driving positive outcomes for customers
- Proactively identify process and technical improvements based on customer and stakeholder feedback, working closely with the iOS development team to ensure implementation and resulting in an enhanced customer experience with each iOS patch update
- Receive expert training from Apple certified trainers to deliver world-class customer service skills.
Education
Certificate II Retail -
Sage Institute of Massage Elsternwick
01.2014
Certificate III in Business Management -
01.2014
Certificate IV Massage Therapy -
01.2014
Certificate III Multimedia -
Swinburne University of Technology
01.2013
01.2012
01.2011
Salesian College
01.2009
Skills
- Conflict Resolution: Proficient in resolving conflicts and addressing disagreements constructively to maintain positive relationships and promote team cohesion
- Innovative Problem-Solving: Demonstrates creative problem-solving abilities to identify innovative solutions and overcome challenges effectively
- Adaptability: Adapts quickly to changing environments and circumstances, remaining flexible and resilient in the face of new challenges or unexpected situations
- Effective Communication: Communicates clearly and effectively, both verbally and in writing, to ensure understanding and facilitate collaboration among team members and stakeholders
- Strategic Planning: Skilled in developing and implementing strategic plans to achieve long-term objectives and drive organizational success Utilizes analytical thinking and foresight to anticipate future needs and opportunities
- Visionary Leadership: Inspires and motivates team members to work towards a shared vision Articulates a clear and compelling vision, fostering enthusiasm and commitment to achieve common goals
Additional Information
- Referrals upon request
Timeline
Case Manager
Australian Super
10.2023 - Current
Call Center Consultant
NorthAMP
07.2023 - 09.2023
Customer Service Escalations Advocate
Afterpay
03.2023 - 06.2023
Incident Specialist
NBN
05.2017 - 11.2022
Complaints Officer
Stellar, NBN General Inquiries & Complains
11.2016 - 05.2017
IOS Technical Support
Teleperformance
04.2014 - 10.2016
Certificate II Retail -
Sage Institute of Massage Elsternwick
Certificate III in Business Management -
Certificate IV Massage Therapy -
Certificate III Multimedia -
Swinburne University of Technology
Salesian College
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