Daniel Osborn Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Provided ongoing insights around various call centre metrics to help identify opportunities to improve performance. Successful rolled out a customer engagement engine tool using Pega technology to our Australian call centres to help make decisions that are best for the customer and business. Recommending change that improved customer outcomes by reducing effort for the customer for our call centre staff.Implementation of the onshore sales Telco team.

Melbourne, Australia

Responsible for internal movement within our Australian call centres. Worked with our recruitment partners to deliver all external recruitment for our Australian call centres. Provided meaningful insights around attrition and past recruitment campaigns to help drive changes operationally.Created a clear career pathway for our call centre employees by providing a career hub employees and their leaders used that promoted internal opportunities and help create a talent pool. Administrator for our Emerging Leaders program to ensure program ran effectively and smoothly for our our participants and stakeholders.

Melbourne, Australia

Protectively manage the appointment schedule of the Centre Manager to ensure optimum use of their timeManage budgets and all expenditure in line with approved budget and line item allocation including the coordination and management of invoice, credit card and cab charge reconciliation'sCoordinate travel including flights and accommodation in accordance with AGL’s Travel policyUndertaking administrative duties such as meeting agendas and minutes, general filing, printing, mail – both in and out, shopping, maintaining team lists and seating areasCoordinate and manage centre events i.e. awards night, drinks night, theme days, wow days and other activities driven within the centreBe the point of contact for the centre to help with trouble shooting of issues experiencedMeet and greet visitors when required and set them up for double jacking within the centreEnsure adequate levels of stationery and equipment are maintained

Melbourne, Australia

My current role as a Customer Resolution Specialist includes:- Handling enquires from AGL residential and small-to-medium business customers.- Providing solutions to complex and varied customer disputes - Recording complaints and determining an acceptable outcome for each customer.

Melbourne, Australia

In my role in Customer Care I was the first point of contact with AGL residential and small-to-medium business customers. My position included:-Liaising with customers to resolve their enquiries while meeting monthly KPIs-Creating a daily report with sales results and future daily and monthly targets -Coordinating and motivating the team in person and through email regarding the progress towards current and projected sales targets.

I have 4 years sales experience with the family entertainment store Timezone. During this time I have endorsed our products to prospective buyers, promoted marketing campaigns, ensuring every customer receives the best possible customer service to ensure that they have a fantastic experience when dealing with us. My position requires me to work with and manage a team of five people dealing directly with the public. My responsibilities include delegation of tasks, mentoring new employees, managing cash takings at close of shift, accounting for petty cash, invoices and complimentary items and also recommending products to customers and addressing any problems with customers. I am motivated to produce high performance outcomes in my work which has instilled in me a drive for success.

My role as an ambassador for the Deakin Engagement and Access Program (DEAP) is to coordinate activity programs for Years 9 to 12, with schools which are located in Geelong and the Barwon-South Western Region that are in low Socio-Economic Status (SES) areas. The program builds on student’s aspirations and awareness to introduce university as a desirable and achievable pathway to pursuing life goals. My key roles of DEAP are:-To raise aspirations for higher education, inspiring students to both consider and realise university as a viable pathway.-To familiarise students with university life and pathways to university, including VTAC's Special Entry Access Schemes (SEAS).-To build Deakin University's profile as a leader in the provision of accessible and equitable education.-To engage parents with the aim of encouraging and supporting their families' understanding of higher education.

During my 100 hour internship i reviewed the use of online advertising mediums (job boards) for the recruitment of staff, particularly senior appointments at Deakin University, with the aim of improving the effectiveness of attracting and sourcing high calibre candidates to the University. I supplied key recommendations to the Human Resources Management team who are implementing recommendations into current practices.

Geelong

I completed a 116 hour placement with the Department of Human Services where I organised and developed a series of recruitment videos targeting high school leavers and young adults, to promote working in disability as a direct support worker.Additionally I also constructed entry and exit surveys for the disability sector to help identify reasons why personnel enter the sector but more importantly why they leave the field.

Bachelor Of Management, Human Resource Management & Marketing

Advanced Diploma Of Tourism

During my time at The Gordon, I was accepted to represent the school on a business study tour to Malaysia for 2 weeks. During this time I.

Victorian Certificate Of Education