Austen Peck Email & Phone Number

• 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.

• 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 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