Lead onboarding process through comprehensive training and support to ensure effective integration into company culture and operational workflows.Direct programs to enhance customer service, troubleshooting and knowledge management within the team.Manage Customer Care team scheduling, resolved escalations and coordinated with other departments.Mentor customer service team to achieve rapid resolution times and exceed productivity goals to promote efficient call handling and customer satisfaction.Deliver daily performance updates and key metrics to the customer service team, to foster transparency and accountability within the organisation.Develop and manage individual performance objectives, providing regular feedback to drive employee growth and performance optimisation.Conducted in-depth analysis of team performance metrics to drive process improvements and achieve KPIs.

Served as the primary customer service liaison, providing prompt and professional responses to inquiries across various channels.Equipped customers with comprehensive product knowledge to maximise utilisation of company offerings whilst driving a positive overall experience.Resolved issues efficiently at first contact through strong problem-solving skills and a customer-centric approach.Identified and escalated complex issues to the appropriate ‘Support’ or ‘Escalation’ teams for prompt resolution to provide prompt and efficient customer service delivery.Documented customer interaction and communication with accuracy to bring clarity and continuity for future reference.Key Achievement:Successfully advanced to Senior Support role within 6 months, demonstrating exceptional performance and dedication.

Managed a security team for multiple high end luxury retail stores in Sydney.

In this role my regular sites include Gucci, The Grounds of Alexandria, Balenciaga, Butter and Event cinemas. I was tasked with Crowd control, regulating flow of customers, frequent patrols, constantly communicating with and directing guards, monitoring behavior of potential threats, and liaising with clients. In my role I have diffused many conflict situations through negotiation and have learnt to be quick to assess and respond to security risk situations.

As a Control room operator at the Department of Premier and Cabinet, I lead my team, instructing them on what to do and where to go while documenting every step in a shift report. I answered customer service queries via phone calls and e-mails, monitored CCTV footage for potential threats or anomalies, maintained contact via 2-way radios, carried out audits, patrols, and reports.