Anthony Cale Email & Phone Number

Mount Barker Junction, Sa, Au

Mount Barker Junction, Sa, Au

MAS National is responsible for connecting and supporting Australian Apprentices and their Employers through the life of their apprenticeship. This comes in the form of inbound, outbound and digitally. The support we provide includes (but is not limited to); periodic check-ins, assistance with incentive claims, connecting apprentices with mentors and counsellors and more. By doing this we are able to add meaningful value, guidance and support to those at risk of not completing their apprenticeship. As a Leader of the Contact Centre, I manage a team both on-site and remotely that works on a variety of different types of queries - all with the same purpose of supporting and helping Australians. There are 2 major responsibilities to my role; being a Team Leader and being a Champion of a work type. Not only do I take pride in coaching, mentoring and supporting my agents in achieving their goals, but I work hard to motivate and energise my team through influencing the team culture, act as an anchor for any and all questions they may have, offer empathetic return to work discussions, handle complaints and escalations, conduct monthly one on ones and coaching sessions and prepare strong individual and team performance reporting. For my champion role, I conduct thorough data analysis into the work type, forecast, problem solve, innovate on process, identify quality/coaching opportunities and to handle change management.By being a supportive leader that helps my team achieve their professional and personal goals, my team was awarded the Highest Performing Team of the Quarter.

Westpac Customer Assist is responsible for managing both inbound and outbound lines of several brands, across all products that the group offer in an attempt to assist our customer's in finding the right solution to get them out of financial hardship. By doing this we are able to lower the bank's delinquency level therefore making an impact on the bank's value and increasing shareholder return.As a Leader of the Outbound Westpac Personal Loans team, I managed a team both on-site and remotely (19 at its largest) that worked from an automated account list, calling customers up to 3 times a day to help them clear their overdue amounts. We helped them clear this by setting up tailored solutions towards their circumstances. One of the most important aspects to these calls were the conversations we had with our customer. Did we truly probe enough to understand the customer's past, present and future to put in the right solution?My role involved coaching these new to business agents in achieving perfect conversations with our customers and putting in the right solutions to help our customers the first time. I also took escalation calls, worked to motivate my team to want to come to work and give their best each day, flexed strong risk awareness in every situation, assisted in the update/investigation of policies and procedures, identified and managed errors, prepared team and individual performance reporting for managers, held two weekly huddles with the team, actioned checks to ensure all staff correctly paid/FTE met and I provided each direct report with a monthly 1:1 Check In, 2x call monitors and a scorecard evaluation.Through my authentic team leader style I managed the highest retention rate in the department.

Adelaide, South Australia, Australia

ADT is responsible for residential, commercial and personal alarm monitoring. With an important focus on ensuring our clients and their assets are well looked after, we closely monitor and efficiently respond to all alerts that hit the screen.As a frontline team member, I was responsible for the identification and rectification of all client inquiries. These may have included (but not limited to) sales, accounts payable, troubleshooting, alarm monitoring, client data update, alarm testing and complaints resolution. I spoke with many internal and external stakeholders and found it imperative to form key relationships with them for proper flow within my role.

Adelaide, South Australia, Australia

RAA Secure Services is responsible for residential, commercial and personal alarm monitoring. With an important focus on ensuring our clients and their assets are well looked after, we closely monitor and efficiently respond to all alerts that hit the screen.As a Relief Team Leader for the Monitoring Emergency Response Center, my role predominantly focuses on responding to a variety of alarm events. These range from our highest priority; Medical, Duress, Hold Up and Fire Alarms to our lowest priority; Should Have Reported alarms. Using different software, I action these appropriately through communicating with both internal and external stakeholders, ensuring our customers are at the forefront of what I do.When applicable, I also act as the Team Leader on shift. While managing a team of up to 7 employees, through open and honest communication I lead and encourage the best out of people to not only meet, but exceed our KPIs. Acting as Team Leader in a Response Center where we deal with life and death is high pressure, but I strive to keep a calm energy in the room and make sure my team's needs come first.When beginning with RAA, I was lucky enough to spend 3 months working with our Support Team. I'm thankful for this opportunity as it gave me a wider look at how all areas in the business function together.

Adelaide, South Australia, Australia

As a small startup company I created, AJCS (Adelaide Japanese Car Spotting) quickly became a leading force on Social Media for not only cars, but news affecting car enthusiasts in and out of SA. With a lot of hard work, the AJCS brand became a powerful voice and had a loyal following.Starting from nothing, I brought this idea into fruition through my love of cars. I opened a Facebook page which quickly became an overnight sensation. Reaching over 1,000 likes in less than 24 hours, I battled my way into densely populated space, in time opening a website that hosted blogs, interviews, competitions and a store. AJCS branched onto other social media outlets including YouTube and Instagram. These too, becoming quite popular. I successfully turned AJCS into 'The Home of Japanese Cars in Adelaide' and drove up social media engagement through innovative and reliable content. Unfortunately due to other responsibilities, I took a step back in 2020. However the lessons learned in business, marketing and customer service have followed me through as my career has evolved.

Adelaide, South Australia, Australia

Ultra Tune Roadside Assistance is there for our customers when they breakdown and need help. Our clients always come first and it's our goal to get their vehicle fixed with no fuss and in the shortest time possible. This was my first high pressure environment, and I learned very quickly how to be empathetic and understanding of client's who had broken down. My previous work with Repco helped me diagnose and troubleshoot over the phone where possible. My mission was to exceed our Grade of Service KPIs and still provide the best possible customer service to each customer I spoke with.In this role, I also learned a lot about dispatching contractors and communicating effectively to ensure we got it right for our customers, the first time.At times I was asked to undertake team leader duties involving training of new staff, quality assurance reporting and complaint resolution.

Adelaide, South Australia, Australia

The South Australian Police Expiation Notice Branch is responsible for the creation, delivery and response to expiation notices. My role was to respond to letters sent in by the public disputing expiation notices. The types of notices could be in relation to anything, including traffic infringements, drug possession, public indecency and much more.Given these letters were being sent back to the public, it's very important to use appropriate language and quote the applicable legislation that either warrants the withdrawal of a notice or keeping the notice in place. I was offered (and accepted) a brief acting AS02 role which included various team leader responsibilities.

Adelaide, South Australia, Australia

Tecalemit predominantly sells high quality vehicle hoists and mining equipment to a variety of customers.As a Customer Service Representative I provided an extremely high level of service to both internal and external stakeholders. Responsible for general office duties, I also assisted in sales and upselling, policy and document creation, basic marketing assistance and order fulfillment. These tasks were conducted both over the phone and in a face-to-face retail environment.

Adelaide, South Australia, Australia

The SA Honda Club (SAHC) was my first start up business and while I was the Club President, grew to over 2500 members.The skills I learned creating and building SAHC are invaluable. From a strong customer service focus (both digitally and in person), to a refined social media awareness, merchandise creation, to building and maintaining a local brand. There are many aspects to starting and owning a club, let a long having it explode into such a large social gathering. I am fortunate to have found a great team to rely on and we worked together each day, forwarding the goals we set out.Having started up a new business (Adelaide Japanese Car Spotting), I decided to leave my position as President and hand the club over to new owners.

Adelaide, South Australia, Australia

Repco is one of the leading retail chains that sell vehicle spare parts and accessories. Providing the highest quality of customer service to our clients (both on and off the phone) to ensure we got the right part for their car the first time, I was responsible for processing and crediting orders, stock replenishment, delivery driving, picking order and janitorial duties.

Adelaide, South Australia, Australia

QHSE have a strong focus on workplace health and safety, having created a successful application - SkyTrust - that can be used to store employee, incident and equipment information all in one place. Brought on while conducting my university placement, I was responsible for incoming client calls, troubleshooting over phone and email, meeting with clients face to face regarding their subscription, database management and updates, social media marketing and generally what was required of me to help further the goals of the business.

Bachelor'S Degree, Information Technology

Bachelor'S Degree, Business And Technolog

High School