Experience

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  Enthusiast Motor

  • Customer Service Agent

    • Jul 2023 - Present

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  Harrop Engineering

  • Preston, Victoria, Australia

  • Workshop Supervisor

    • Mar 2021 - Jul 2023
    • Preston, Victoria, Australia

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  SHANNONS Auctions

  • Melbourne, Victoria, Australia

  • National Auction Leader

    • Jul 2016 - Mar 2021
    • Melbourne, Victoria, Australia

    • Implemented functional and compliant digital stock and finance management software.• Validated digital architecture designs working alongside software and hardware engineers.• Produced ad hoc reporting and documents for senior management.• Responded to customer enquiries.• Achieved Significant business fiscal growth through calculated investment, process improvement, team development and improvement in efficiency.• Developed new process for employee evaluation which resulted in marked performance improvements.• Implemented new marketing strategies across various mediums, resulting in a significant growth in customer base.• Stakeholder and Relationship Management• Budget planning and Strategic management• Assessed workloads to meet seasonal fluctuation needs.• Implemented new working processes that delivered continued improvements.• Developed and documented end to end processes new and existing• Coached team members in customer service techniques, providing feedback and encouraging them to reach their highest sales potential.• Established open and professional relationships with team members which improved engagement and empowerment.• Built long-term customer relationships and advised customers on purchases and opportunities.• Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.• Drove sales goals and achieved annual quotas.• Resolved all customer complaints in a professional manner while prioritising customer satisfaction.• Recognised and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.• Served as the main liaison between senior management and the customer facing team.

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  SHANNONS LIMITED

  • Heatherton, Victoria, Australia

  • National Auction Leader

    • Jun 2016 - Nov 2020
    • Heatherton, Victoria, Australia

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  Suncorp Group

  • Australia
  • Financial Services
  • 700 & Above Employee

  • Performance and Initiatives Advisor

    • May 2015 - Jul 2016

    PERFORMANCE AND INITIATIVES ADVISOR - SHANNONS, APIA & CIL 05/2015 to 07/2016 Suncorp Group | Melbourne, Vic• Assisted various business groups with document organisation and dissemination during analysis.• Worked directly with both Management and front-line staff to achieve cohesive and complete Business Process Review.• Responsible for creative design of new processes and implementation of tools for greater efficiency and compliance.• Researched and updated all required documentation for compliance.• Verified data integrity and accuracy.• Designed, sourced and tested software applications for use in the Classic Auction industry.• Analysed departmental documents for appropriate distribution.• Business improvement analysis and recommendations• Stakeholder and Relationship Management

  • Senior Business Analyst

    • Jun 2015 - Jun 2016

    End to end business review and analysis

  • Senior Pricing Analyst

    • Jan 2013 - May 2015

    SENIOR PRICING ANALYST 01/2013 to 05/2015 Suncorp Group | Melbourne, VIC• Achieved profitable growth and reduction in risk through knowledge and analysis-based pricing change implementation.• In depth Portfolio Analysis• Price Change Development and implementation including changes to pricing structure and factors.• Stakeholder Management.• Budget planning and Strategic Implementation.• Adhoc Report Building.• Monitor Competitor Activity and Identify Market trends.• Monitor Competitor Activity and Identify Market trends• Created, developed and integrated the current Policy Renewal Management scheme.• Embed Continuous Improvement Process.• Build relationship between Pricing and Distribution.• Developed strategic process for Price smoothing (PMV-CLV).

  • Senior Business Analyst

    • Dec 2011 - Jan 2013

    • Stakeholder Management and Relationship • Working in a team environment• Adhoc Report Building• In depth Data Analysis• Functional Model Report Development and Maintenance• Created, developed and Integrated a reporting suite into the Business• Embed Continuous Improvement process• Integration of Offshore (WNS) Team into daily processes• Conducted Detailed Process Training On and Offshore

  • Customer Service Team Lead

    • Jan 2011 - Dec 2011

    • Worked directly with Senior Management to achieve a net overall reduction in claim volume, average claim life and average claim cost.• Responded to escalated customer requests.• Customer Dispute Resolutions• Training and coaching of Staff• Extensive knowledge of products• Claim process management• Claim determination• Working in a team environment• Motivator• Performance Evaluation of staff• Rostering• Oversaw recruitment 40+ new staff• Embed continuous Improvement process• Created numerous incentives and claim management schemes towards reduction of claim portfolio.

  • Customer Service Team Lead

    • May 2006 - Jan 2011

    TEAM LEADER 2006 to 2011 Shannons Auctions & Insurance | Heatherton, VIC• Assessed workloads to meet seasonal fluctuation needs.• Implemented new working processes that delivered continued improvements.• Provided constructive criticism regarding quality assurance on collections team phone calls.• Coached team members in customer service techniques, providing feedback and encouraging them to reach their highest sales potential.• Established open and professional relationships with team members which helped resolve issues and conflicts quickly.• Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.• Helped drive sales goals and achieve monthly quotas.• Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.• Resolved all customer complaints in a professional manner while prioritising customer satisfaction.• Recognised and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.• Served as the main liaison between customers, management and sales team.

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  Shannons

  • Senior pricing analyst

    • Jan 2013 - Jun 2015