Experience

• 

  Wynstan

  • Tullamarine

  • Warehouse Manager

    • Feb 2015 - Present
    • Tullamarine

• 

  Wesfarmers Insurance

  • Operations Team Leader

    • Oct 2010 - Jun 2014

• 

  Hi Fert

  • Customer Service Manager

    • Jul 2008 - Aug 2010

    Responsible for the leadership & development of the Customer Service team in support of the Hi Fert Sales & Marketing department & dealer network. Participate as a member of the Sales & Marketing management team with focus on optimising business activities. Direct, motivate & coach individuals within the team to achieve the goals & objectives of the whole department.

• 

  Elite Customer Solutions

  • Castrol Sales Call Centre Team Manager

    • Apr 2005 - Mar 2008

    I was responsible for the leadership & Management of the Castrol Call Centre Sales & Account Management team, who each managed a portfolio of nationally based Lubricant customers.Achievements• Established, recruited and co-ordinated the integration of the new team.• Developed team competency matrix, individual learning plans & call monitoring structure.• Designed & implemented Siebel (CRM tool) sales platform.• Reduced outstanding Trade Loan debt by 50% & decreased non performing loans to 3%.• Liaised with departments such as Planning, Sales, Account Managers and personnel within Castrol or BP Warehousing and Production to resolve any critical customer requirements.

  • Castrol Industrial Lubricants Sales Manager

    • May 2004 - Apr 2005

    This role required proactive analysis of customers & market opportunities; effective negotiation & clear ability to win, grow & retain customers to support the business objectives.Achievements• Attained & in many instances exceeded set KPI’s.• Developed a pricing excel spreadsheet to reduce the time needed for filling out forms, providing a permanent record that can be attached to the customer’s profile.• Managed & successfully completed the Teams Procedure Documentation Project by stated deadline, with all team members participating.• Created a Customer Reference Guide for contacting Castrol. Reducing Customer confusion.

  • Customer Service Consultant

    • Feb 2003 - May 2004

    Proactively responded to customer contacts relating to BP’s fuel and marketing operations in an efficient, cost effective and customer responsive manner

• 

  National Australia Bank

  • Personal Banker

    • Aug 1995 - 1997

    Ensured that all opportunities to meet customers’ needs were recognised and optimised with the sale and delivery of appropriate products and services, including international transactions.Achievements• Increased a products usage from 57% to 86% (the highest in the country) through pro-active customer contact and recognising cross-selling opportunities.• Developed an “Authorisation Quick Reference Sheet” which was implemented by the bank increasing staff’s customer service efficiency state-wide.• Maximised efficiency and accuracy by being prompt and courteous when meeting customers’ needs while ensuring that bank procedures were followed at all times.

• 

  National Australia Bank

  • Branch Manager

    • 1988 - 1995

    Prahran Branch, Port Melbourne Branch, Relieving staff, Toorak BranchSupervised each branch to ensuring quality customer service was delivered and maintained in an efficient and effective manner. Led and coached all members of the team, making sure they had the knowledge and skills to meet the customer’s needs.