Dion Travitz Email & Phone Number

Melbourne, Victoria, Australia

This role acts as a responsive interface between the community and Council by providing courteous answers and solutions to customer enquiries.Job Requirments* Required to handle between 60 and 100 customer contacts per day, by phone and face-to-face at varying levels of difficulty.* Excellent communication (verbal and written) skills and demonstrated ability to listen, understand and negotiate successful outcomes.* Able to prepare clear and accurate notes using appropriate writing style and grammatically correct language.* Strong commitment to quality, detail and deadlines.* A dedication to deliver an excellent customer service experience.* Excellent customer service skills with an approachable and resilient nature.* Flexibility and the ability to adapt to requirements.* Interpersonal and relationship building skills with the ability to communicate effectively with internal and external stakeholders at varying levels of seniority.* The ability to work at pace and think creatively to solve customer problems with solutions.

Melbourne, Victoria, Australia

Contributions & Achievements:• Staff training and support; Proactively engaged with the Client Care Team to provide answers and support to develop an understanding of the needs of the clients, clinics an Management. Have previously been given title of “Client Care Champion” to operate as an official mentor for other staff.• Customer service; Quickly recognised high competency in customer service delivery evidenced by the ability to swiftly establish rapport with customers through the use of an authentic voice, active listening techniques and responding in a manner that connects with their individual needs• Customer conversions; Able to achieve a strong conversion rate based on reconnecting with lapsed clients and new clientele.• Relationship management; Able to leverage pre-existing relationships with networks across over 350 Amplifon clinics to build shared understanding and bridge the gap between the clinics and client care department. Also able to build understanding between Management and Customer Relations Officers due to an understanding of their role but also a broader understanding of the company and industry requirements.• Customer service tools; Assisting in the process of reviewing customer service scripts to ensure they are natural, concise and relevant to the client base.• Technical platforms; Highly skilled in entering and assessing client data and notes in Fox, including Foxweb as well as the Hearing Services Program Portal, as well as the use of Microsoft Office products including, Outlook, Teams, Word Excel, and PowerPoint.

Melbourne, Victoria, Australia

• Quality Assurance; Supporting the team to meet quality assurance standards to help improve their performance. This included undertaking silent monitoring, ensuring staff follow the correct scripts, following-up with each member whilst validating quality of appointments booked by staff.• KPI's; Evaluated and reported on individual and team performance, provided regular feedback to management and team members, provided guidance, support and proposed alternative courses of action to team members when performances fell short of expectations.• Coaching/Developing/Motivating; Managing online and face to face meetings. Mentoring staff with both flexible work arrangements and onsite. Providing appropriate feedback dependant on work output and adapting my approach to support the individual staff member. Demonstrating empathy and building rapport with all staff from varied backgrounds. Assisting with training, leave entitlements, support and guidance with problem solving, complaint handling, ICT issues, goal setting and environmental changes with covid-19 and department outsourcing challenges. Performance management of staff as required.• Administrative Assistance; Supervise administrative operations including assisting in statistical reporting to management in areas such as team and individual KPI's, time management of staff, rosters and leave entitlements, ensuring company policy and process were followed including implementing new policy regarding COVID vaccination and testing processes. Participating in review and development of procedures and workflows as directed by management.

Melbourne, Victoria, Australia

• Booking ADF appointments; Received online and verbal appointment referrals from BUPA and the ADF Medical officers to book ADF Members. The Higher the Priority Level BUPA and the ADF placed a particular case the more urgent action we had to take to fit them in. • Invoicing; Invoices were required to be created via a BUPA Portal after appointments.• Communication; Communication via phone, email and Microsoft Teams was regularly required with colleagues, clinics, other Departments, BUPA Support and ADF Health (Referral) Centres to reschedule appointments or sort out issues regarding appointments and invoicing.• Data Entry; All new members and any additions/changes to appointments were required to entered into a specific Excel spreadsheet and in to our Fox CRM system as well as the BUPA Portal. Accuracy was imperative to ensure the reports and invoices reflected what was required.• Problem Solving; Resolved most issues regarding limited availability of ADF Registered Audiologists in each clinic by liaising with all relevant parties and analysing previous records to determine how each Referral Health Centre had been looked after earlier in such situations• Sensitive Information; I was trusted to handle sensitive information through BUPA's Secure Messaging System and another Secure BUPA Portal, as well as their encrypted emails via Outlook. I also learnt more about what information is acceptable to divulge in different forums• Achievements; With my assistance almost all Referrals were able to be attended to within 24 hours or sooner as required by the Service Level Agreement between Amplifon, BUPA and the ADF. Almost all BUPA emails were also attended to either ASAP or within hours or by the following day. These response times had previously been more difficult for the team to meet.

Melbourne, Australia

Customer service: Working across the network of 30+ audiology clinics, I was recognised for providing a high level of support for our front desk, as well as supervision & training in the administration of hearing tests. Operating across such a broad region facilitated the ability to engage with highly diverse customers, building rapport & trust in a compressed time frame. This is evidenced by an average booking rate of over 80% for pension clients, and 100% for private clients & a successful record of success in upselling services & products.Stakeholder co-ordination: Showed competency in managing all communication stakeholders including government departments, insurers, suppliers & work cover agents. Mentoring: Provided mentoring for customer service officers, particularly with respect to engaging & building positive outcomes with clients.Conflict resolution: Able to engage & navigate challenging conversations with clients driving mutually beneficial outcomes through listening, acknowledging & respecting relationships that retained client engagement.Client administration: Efficient & accurate in the management of client data, ensuring full compliance with privacy legislation. Produced a high standard of written & verbal communication responding to client queries, managing the scheduling of appointments & liaising with representatives from work cover & government organisations.Systems and processes: Co-ordinated the stock orders, courier dispatches & order tracking processes with a prompt & diligent approach ensuring the adequate supplies of consumables for audiology & general equipment were maintained.Business development: Liaising with local pharmacies & GP clinics to build client referrals & the execution of exhibitions & promotional events. Clinic presentation: Highly committed to ensuring a consistently high standard of clinic presentation through strong merchandising & quickly rectifying any venue or equipment maintenance issues within the clinic.

Melbourne, Australia

Contributions & Achievements• Event co-ordination: Developed the event calendar, managing the organisation and implementation of events for the variety of customer groups including Top 40 Nights, 70’s & 80’s discos, that would average over 100 participants and school holiday programs. Key focus included co-ordinating external suppliers, developing and managing event run sheets, managing staff and liaising and responding to participants throughout the event.• Customer service: Highly respected leader within the team, excelling in the ability to engage with customers from all socio demographic and cultural backgrounds through consistent interactions. Whether it was setting up and participating in games on the ice rink, appropriate music selection or MC duties all were undertaken with energy and enthusiasm subsequently creating a fun, relaxed environment that ensured a loyal customer base.• Technical systems: Highly competent in the operation of and troubleshooting across the various technical/DJ/audio/IT systems.• Staff development: Actively supported the development of customer service skills for staff, particularly with respect to conflict management and navigating challenging interactions.

Melbourne, Australia

* DJ’ing and coordinating social and corporate functions to ensure complete preparation prior to the function and the smooth running of the occasion;* Liaising with clientele, venue staff, entertainment and Audio/Visuals technicians on the night;* Setting up DJ equipment, managing other performing artists on the night;* Managing and adjusting running sheets;* Dealing with many last minute challenges which arose at the events, with minimal disruption to the event or the clients’ knowledge;

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