Marcus D'Silva Email & Phone Number

Melbourne, VIC, AU

Rowville Head Office

Inbound calls from retail and consumer customers.Managing the complaints email queue within a 48 hour response KPI.Handling escalated matters on behalf of Repco and Napa automotive.Processing of payments and fraud checks through platforms like Afterpay and Zippay.Helping customers navigate the website for click and collect whilst checking on delivery and.

Repco is an Australian automotive engineering/retailer company. Its name is an abbreviation of Replacement Parts Company and was for many years known for reconditioning engines and for specialised manufacturing, for which it gained a high reputation. It is now best known as a retailer of spare parts and motor accessories.

Providing responses to queries/requests received via phone, email, mail and arrange for escalated issues to be tracked to completion and prioritized for correction.Providing proactive platform navigation to Adviser’s and their support staff.Ensure that all queries/ requests are actioned to a set standard of service and quality.Ensuring all calls, issues.

Led, managed and coordinated a team of 10 Staff and 1 Team Leader.Conduct weekly team meetings and attend management meetings.Issued customers credits and approved freight warranty.Escalation point for all customer service escalations.Carried out quality evaluations and provided feedback to staff on areas of improvementHandled inbound phone and email.

Led, managed and coordinated a team of 22 casual staff providing outbound after sales customer service to welcome new Mazda customers to the brand.Carried out one on one’s with all 22 staff on a fortnightly basis. With regular side by side customer service feedback and suggested improvements.Workforce planning and rostering monthly.Balanced workforce.

Led, managed and coordinated a team of 15 staff providing helpdesk support to Australia Post retail outlets nationally (franchise and independent locations) in line with internal policies, procedures and controls.Oversaw and managed any escalations of incoming calls and ensured timely resolutions were achieved.Created, developed and updated daily, weekly.

Managed and supported a team of 15 to 24 staff over the tenure, who provided telephone support to customer and public across a wide range of services, queries and issues.Ensured all KPIs were met, and quality was present through NPS monitoring and quality evaluations.Ensured all daily transaction requirements, administrative tasks and other duties were.

Worked in both an inbound and outbound capacity in the Victorian Call Centre.Managed disputes delivered resolutions and managed high-level complaints responding to the Commonwealth Ombudsman. Updated internal business systems and always ensured accuracy.Worked across Customer Service and Sales Project work with Price Waterhouse Coopers representatives..

Diploma, Management

Education record

Certificate Iii, Hospitality (Commercial Cookery)