Marcus D'Silva Email & Phone Number

Melbourne, Vic, Au

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 in store collections.

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 and errors are logged and managed effectively.Ensures adherence to roster and break times and effectively utilize all available time to manage outstanding issues.To actively participate in an environment of continuous improvement to achieve high quality outcomes.To role model and always promote the Behaviors and People Capabilities across own team and support teams.Key Achievements:Provide high quality customer service quality score results.Continue to maintain and improve on KPI results.Hand selected to participate in the new Genesis Cloud based phone system trail.Built engaging relationships with regular calling advisers and support staff.Helped assist new and old staff with problem solving matters and issues.Worked collaboratively with piers to achieve common goals.Lived the Colonial state values as best as I can each day.

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 enquiries.Provided a level of weekly and daily reporting to staff and the business.Side by side coaching and one on ones.Key Achievements:Process improvement workflow through peak Christmas delivery period to ensure a smooth customer service was provided to customers.Created, adopted and delivered new probation policy for on boarding of new staff. Through collaborative workshops with Team leaders and Senior managers.Adopted a lead generation customer service approach to ensure loyalty and added value was provided to customer service enquiries.Successfully recruited new staff and managed the end-to-end recruitment process.Trained, coached and mentored staff on improving customer service interactions via phone and email.Built relationships with carrier key account managers, working together to improve the business.Ensured staff individual performance was managed effectively in line with company expectations.Provided insight on performance shortfalls within the business to directors and senior managers whilst workshopping areas of improvement.

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 planning between outbound call flow functions and administration tasks daily over a 10-hour daily operation.Participated in Six Sigma workshop with marketing to assist both groups align with customer service expectations for Mazda.Trained, coached and mentored staff on improving customer service interactions via phone and email.Improved customer service self-serve options for the MyMazda portal customers.Participated in Marketing workshops for improvements with the MyMazda portal.Assisted projects for new telephony system including vendor submissions and presentations.Met with internal stakeholders from sales, marketing and service presenting ways the greater business could assist with improving the functionality of the team.Key Achievements at Mazda Australia:Created a more efficient way to communicate and simplify processes for staff and customers.Published training materials for new call script in line with privacy guidelines.Completed an individual project on cost improvements which resulted in large cost reduction and improvements in business efficiencies.Implementation and creation of online communication processes for website contacts received. Resulting in reduced turnaround timeframes for customer enquiries to 48-hour response times.

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 and monthly KPIs reports including but not limited to an overview of inbound call functionality, grade of service and average handling times.Trained, coached and mentored new staff across business operations to ensure strong knowledge in internal products with an emphasis on exceptional customer service delivery.Write up training materials and ensure all information provided is relevant and up to date.Assist across the recruitment of staff which includes screening of applications and interviewing.Liaised closely with other departments, personnel and management teams in resolving any issues.

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 carried out in accordance with current company and legislative practices and procedures.Completed reporting, process improvement and monthly presentations to relevant product managers.Coached and developed staff on how to deliver superior customer service in line with quality guidelines and business protocols.Mapped internal procedures and developed quality guidelines for personnel. Updated documents as needed.Reviewed and followed up on outstanding enquiries (caseloads) and put plans in place to action accordingly.Maintained an up-to-date knowledge of all products and services to ensure a superior service.Actively contributed to a vibrant, collaborative team focused environment.Undertook performance management processes with direct reports and ensured performance management processes were managed proactively throughout all levels.Adhere to and promote all internal Australia Post Codes of Conduct, HR policies and operating procedure.

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. Designed a new CRM for a national platform and completed testing, training and coaching as needed.Assisted across various roles and secondment opportunities within the center to support daily operations.Worked in development opportunity with the National Process Team mapping process improvements and simplifying internal knowledge management platforms.Leveraged results from NPS survey to improve service delivery with staff.

Diploma, Management

Education record

Certificate Iii, Hospitality (Commercial Cookery)