Patrick Coy Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, Australia

I received, processed & analysed customer feedback, engaging with customers & business stakeholders to ensure feedback is communicated effectively & customer complaints are resolved in a timely fashion. I designed and implemented processes and reporting slides to allow my team to deliver weekly, monthly & quarterly reporting of customer feedback trends to.

Sydney, Australia

Sydney, Australia

• Supporting a contact centre of 100 staff, providing workforce planning, performance reporting and calculating commissions. Providing adhoc reporting & systems support to team leadership. Achievements:
• Member of the project working group to test & deliver the timekeeping & payroll services upgrade to Endeavor Drinks Surry Hills location (a total of approx. 300 staff)
• Took ownership of Cellarmasters workforce planning and implemented new rostering cycle, increasing visibility of agent availability by from 1 week to two
• Automated & streamlined weekly processes using SAP BO, Microsoft Excel & Google Drive, reducing processing time by up to 39%
• Implemented digital sales briefs to support the contact centre floor and offer a paper free option to sales agents, reducing print costs
• Trained as a super user Microsoft Dynamics 365 for Sales to support new CRM platform

Sydney, Australia

• Responding to customer calls and emails and liaising with courier teams and internal management, marketing, buying & product, accounts teams and to resolve customer inquiries & complaints. Achievements
• Utilised Google Sheets & Forms to streamline the process for replacement cases, a process which has since supported the entire Cellarmasters contact centre floor.
• Used text matching formulae to analyse the reasons for replacements and, using the resultant data, was able to successfully argue that the process be refined and integrated into standard procedure that remains in place.
• Analysed customer case notes left by staff to generate insight into customer perspectives of Cellarmasters delivery service, suggesting more proactive communication of delivery timeframes and the implementation of a.
• Due to my advanced process knowledge I was seconded to the Member Services team, working more closely with couriers & accounts teams to investigate and resolve transaction & delivery issues.

Campbelltown

As part of my professional work experience, I volunteered as a research assistant in the biomechanics lab under the supervision of one of the Ph.D. candidates. During this time I build experience with 3D processing force plate data in Microsoft Excel and calibrating motion capture equipment

Graduate Certificate Of Analytics, Business

Bachelor’S Degree, Sport & Exercise Science, Arts & International Studies

Wset Level 2

Bachelor’S Degree, Sports And Exercise Science

Studied Evidence Based Practice, Health Database Research, Human Anatomy & Physiology, Functional Anatomy, Health Psychology & Exercise.

Diploma Of Remedial Massage, Health Services/Allied Health/Health Sciences, General

Studying Swedish massage, trigger point therapy, sports massage and myofascial release.