Damian C. Email & Phone Number

Sydney, Nsw, Au

West Ryde

24x7 Monitoring and Response centre.ASIAL graded monitoring centre (Compliance)Alarm Monitoring for home and businessInbound/Outbound callsEscalation/Complaints handlingLiaising with other security firms and emergency services nationallySupport desk for Bureau and TechniciansReporting, Coaching and training of new and existing staffProcess development and implementationKPI and benchmark management

Kingsgrove, Nsw

24x7 Control Room (8 and 12 hour rotating roster)ASIAL graded monitoring centreAlarm Monitoring for home and businessInbound/Outbound callsEscalation/Complaints handlingLiaising with other security firms and emergency services nationallySupport desk for Bureau and Technicians

Ashfield, New South Wales

24x7 Control Room (12hr 4x4 rotation)ASIAL graded monitoring centreAlarm Monitoring for home, business and government (up to 3000 per 12hrs)Inbound/Outbound calls (In excess of 1000 per 12 hr shift)Compliance in excess of 90%Management of 4 – 8 staff at any timeEscalation/Complaints handlingLiaising with other security firms and emergency services nationally

Pyrmont, Nsw

• 24x7 Operations and Response Room, 16 Staff• Customer service, first point of call for key contacts• Alarm response, static guarding, Escorts, VIP, Cash in Transit• Reporting and Compliance Auditing for 16 branches nationally• Alarm responses handled nationally• Service Level Agreement of 95% or higher achieved• Complaints handling• Lead Generation from new and existing clients• Recruitment, One on One’s, Disciplinary, Evaluations• Roster management• Training of new staff and cross training to other departments• Creation of Business Continuity Plan• Reporting directly to CEO and Directors• Key contact point for major clients• Sales support

Rhodes, Nsw

I perform Coaching and Compliance for an Inbound contact centre in the Mortgage and Finance industry. I coach 25+ Staff through Live and delayed monitoring, side by side, One on One, Performance and Disciplinary, Group Calibrations, Training, KPI Target setting and Performance Management. The monitoring is reported to internal management as well as to the clients compliance team and covers legal and regulartory requirements under Privacy Laws, FSRa and NCCPa.

Surry Hills, Nsw

• Inbound Billing, Sales and technical support• Customer support• Key Performance Indicator based (9 KPI’s)• 6 day roster ( rotating shift)• Root Cause Analysis• Sales Coach/Captain• Quality Call Monitor• Senior Team Leader• Coaching• One on One’s• Budgeting• Operations Manager (Secondment)• Live Monitoring

North Sydney, Nsw

• Monitoring of ANZ, Suncorp and Credit Union services ATM's• Monitoring of ATM’s in Australia, Singapore and New Zealand• Support desk for all ANZ and Suncorp Branches Australia/NZ wide• 2nd level support desk for Field Technicians• 24x7 Shift Work

Ashfield, Nsw

• Inbound and Outbound Call centre• Allocations of all States and Territory’s• Team Leader• Monitoring of Chubb owned ATMS• Monitoring of Credit Union ATMS• Knowledge of several computing systems• Ability to meet Customer Service Level Agreements• 24x7 Shift work• Developing Rosters on a Daily/Monthly, Quarterly Basis