Adrian Marks Email & Phone Number

Melbourne, Victoria, Australia

- Sales performance lead: Tracking Trends, Adapting solutions for multiple communities, Providing insights to SLT, Strategic future planning, Implementing Strategy. - Sales Master Coach: In the moment Sales Guidance, Creating and delivering sales content, Reshaping the way we focus on individuals to find creatives solutions tailored to each individual. - Guiding, Supporting, and performance managing coaches and individuals to achieve our sales KPI’s across multiple product buckets while maintaining high customer engagement scores. - Continually maintaining and delivering on my own team’s performance and KPI’s and leading team and community across all of Optus.

Melbourne, Victoria, Australia

- Be a point of contact within the community if a solution is required with a given task - Researching, analysing, and predicting trends to prepare and provide necessary and crucial information across the community or wider network- Applying outlined procedures and constantly seek for better processes to achieve maximum outstanding results - Liaising with internal stakeholders with the proposed change, seek for feedbacks from other coaches to utilise different styles of coaching and ideas to complete the change- Driving performance in our case management space by building a structure, as well as workflow processes to maximise efficiency- Being customer obsessed with my approach to support the team- Focusing coaching sessions to work on behaviours and mindset to help influence the results and not focus on the outcomes- Building and developing PIPs to help coordinate and providing guidance to Experts who requires support in meeting their KPIs

Melbourne, Victoria, Australia

- SME Support throughout the community, this consists of in the moment support to our agents - Accessed and interpreted reports and analytics around community performance and used the data to drive community performance - Provided multi-faceted coaching, E.g., one on one performance reviews, side by side assistance, live/ reflective QA of interactions- Worked and supported case management through the digital platform of DCM which included driving growth and assisting with high-level escalations

Melbourne, Victoria, Australia

- Pioneered team for virtual training for new starters during COVID-19 ultimately expanding and changing the way we operate the business models- SME/Coach for retail team on messaging platform for retail staff team- Effectively monitored, moderated, and engaged with customers via digital platforms and voice.- Offered solutions that are tailored to individual circumstances that customers may experience as a result of financial hardship.

Melbourne, Victoria, Australia

- Consistently achieved daily and monthly KPI’s- Troubleshooted problems with customers to satisfy their needs- Assisted other reps with their issues to get resolutions for their customers- Continually delivered Optus values- Proactively undertaken ownership in my own and beyond my roles- Maximised existing customer value through up-sell and cross-sell activities and converted inbound calls

Melbourne, Victoria, Australia

- Progressed from 2IC to Store Coordinator- Completed future leaders’ program - Created Rosters and Overseeing Payroll - Handled recruitment and termination of employees - Organized & directed departments to meet requirements of the business- Handled complaints & providing appropriate solutions. - Managed customer escalated enquiries through to resolution & coaching the team to handle similar circumstances.- Coached other team members in customer service & business operations to ultimately create a better customer experience.

Melbourne, Victoria, Australia

- Frame building for domestic homes across multiple contractors (Private and Builders)- Single and double story constructions inclusive of garages, pergolas, decks & units.- Fast paced delivery: Single story completion in 3 days, Double Story construction in 5 days. - Proficient in everything from Reading Plans, Plate cut out, Bulkhead Instillation, Floor Joist layout, Roof Assembly, Pergola and Deck construction.

Diploma Of Business, Business Administration, Management And Operations

Bachelor'S Degree, Information Technology

Activities and Societies: Major; Information systems Minor; Information technology

Victorian Certificate Of Education, Higher Secondary School