Benjamin Dodd Email & Phone Number

Sydney, New South Wales, Australia

• Drove operational improvements which resulted in savings and improved turn-around time for complaints.• Created plans and communicated deadlines to complete projects on time.• Resolved conflicts and negotiated mutually beneficial agreements between parties.• Worked within applicable standards, policies and regulatory guidelines.• Used Microsoft Word and other software tools to draft documents, analyse data and other communications.• Led projects and analyzed data to identify opportunities for improvement.• Offered friendly and efficient service to customers, handled challenging situations with ease.• Pursued leads, complaints and referrals to determine occurrence of criminal activities.• Conducted interviews with witnesses and clients.• Researched cases and led investigations to determine appropriate course of proceedings.

Sydney, New South Wales, Australia

• Mentored and guided employees to foster proper completion of assigned duties.• Coached team members in customer service techniques, providing feedback and encouragement toward reaching key performance indicators• Assisted with new hire processing and existing training programs.• Implemented new working processes to deliver multiple improvements.• Established open and professional relationships with team members to achieve quick resolutions for various issues.• Led team of 35 members while providing exceptional customer service.

Sydney, New South Wales, Australia

• Investigated the whereabouts of unlawful non-citizens in the community• Established evidence and ensured the appropriate legislative requirements were adhered to• Liaised between NSW Police and The Department of Home Affairs ensuring adequate and appropriate material was shared between the two organisations• Managed a small team ensuring they were trained adequately and completed quality assurance on their work to ensure it was meeting quality standards

Sydney, New South Wales, Australia

• Interpreted contact terms and coordinated solutions to resolve disputes between clients and service providers.• Maintained database with contract, vendor and customer information.• Compiled required documentation to keep contracts compliant with Departmental requirements.• Onboarded and trained new staff to keep team efficient and prepare team members to effectively handle demands of simultaneous and large-scale contracts.• Developed internal requirements and standards to minimize regulatory risks and liability across programs.• Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.

Sydney, New South Wales, Australia

• Adhered to company policies and scripts to consistently achieve call-time and quality standards.• Assisted customers by answering questions and responding to inquiries.• Boosted customer service satisfaction ratings through consistent quality control.• Sought out extra training opportunities to enhance customer relationship management abilities.• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.• Motivated employees to increase productivity and maximize service quality with hands-on leadership style.• Handled advanced issues with calm, knowledgeable and professional approach.• Oversaw team of 12 agents focused on Industrial Relations calls.

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia