Austen Peck Email & Phone Number

Sydney, Nsw, Au

• Create and present Standard Operating Procedures to the customer service team and executive leadership team.• Interview and onboard international and domestic candidates.• Train and up-skill agents from inception and continue to support them through their Koala journey.• Oversee a dynamic team of 10 direct reports, and lead them to achieve ticket and call volume KPIs. • Set team workload based on onshore versus offshore skills and competencies. • Deliver personalised feedback in Loops, tailored to individual needs and learning styles. • Orchestrate daily stand-ups with the customer service team.• Plan, execute and complete key projects, including multi-departmental campaigns.

• Led the relaunch of the ‘Surprise and Delight’ program. • Liaised across the differing business units for feedback on company wide projects to ensure a successful rollout. • Conducted analysis and reported on daily time sheets, data scores, and KPIs.• Devised and implemented weekly and daily rosters for the customer service department.• Demonstrated strong problem-solving skills and efficiently handled escalated customer cases.

Sydney, New South Wales, Australia

• Relationship manager of our premium delivery service, Install2U, ensuring smooth daily operations with external partners.• Managed and authorised refunds.• Sales lead for inbound and outbound phone calls, live chats, and email contact with prospects and exisiting customers.

Sydney, New South Wales, Australia

• Communication with a variety of customers, and the ability to adapt to each situation based on extensive store and product knowledge.• Ensuring team members are kept motivated and organised through rostering.• Strong leadership and delegation skills by managing the Perishables group of employees on weekends.• Promoting teamwork and working collaboratively to set goals with the team to complete each night, with measureable deadlines and milestones in place.• Ability to mentor, train and performance manage all team members.• Organizing shelves and store displays based on visual appeal and merchandising, as well as to optimise the selling of products.• Ability to liaise with both team members and management

• Ability to remain focused in a fast-paced industrial environment.• Complete autonomous daily tasks or work collaboratively within a small team.• Developing positive relationships with key customers as well as team members.• Ability to liaise with both team members and management in cross-functional departments.

Mascot, New South Wales, Australia

• Working in a time-efficient manner.• Commitment to delivering a safe service, following strict OHNS guidelines. • Ability to work dynamically across various locations, environments, and airlines.• Ensuring high-quality service in a fast-paced environment.

Sydney, New South Wales, Australia

• Commitment to learning the extensive product range • Working autonomously, as well as in a team environment • Ensuring all team members were focused on meeting daily and weekly sales targets.• Organizing shelves and store displays based on visual appeal and merchandising, as well as to optimise the selling of products.• Ensuring a clean and safe working environment.• Carrying out the physical tasks associated with the role.

Sydney, New South Wales, Australia

• Casual Clerical Duties and reception work.• Assisting customers with queries – conflict resolution.• Ability to think and work quickly and be able to multi-task• Filing and organising documents with high attention to detail.• A positive, courteous attitude and excellent work ethic.

Bachelor Of Communications And Media Studies, Majoring In Journalism And Professional Writing, Journalism

High School Certificate