Rick Sharma Email and Phone Number

- Proactively coached and developed a team of 10 associates to unleash their full potential in delivering exceptional customer service.- Created a culture to work outside of silos and collaborate as a wider team to share learnings and grow.- Expertise in resolving escalated customer service issues (Enquiries & Technical).- Enhanced associate performance through mentoring, one-on-one discussions and implementing motivational strategies- Monitored incoming calls and provided immediate feedback to improve quality of service.- Facilitated and trained associates to ongoing changes within merchant space.- Actively managed Pulse, GAX, RTA and incoming calls in multiples queues, ensuring service levels met.- Actioned and completed Team Performance Development plans.

- First point of contact for merchant with enquiries related to their payment terminals.- Resolved COVID related refund queries and processes for merchant during nationwide crisis.- Proactively liaised with other department to address pricing queries from merchants, resulting in favourable merchant outcomes.- Recognised for regularly exceeding KPIs and customer satisfaction surveys.- Received multiple commendations for service provided to merchants and team members from various departments.

- Key account manager for select APAC clients – responsible for facilitating opportunities and sales of conference, training workshops and seminar passes to senior level executives of public and private sector companies.- Coordination of event schedules by liaising with a range of internal and external stakeholders.- Commended as a high performer for achieving monthly sales KPIs and bringing in revenue of $150K+ within 6 months in the role.- Drove product improvements based on client feedback and constantly improve the service provided, resulting in stronger client relationships.

- Managed a team of operational staff at an inner-city station overseeing their day-to-day administrativeduties.- Responsible for daily cash reconciliations, data entry and month-end bookkeeping tasks for the station.- Handled safety incidents on the premises calmly and efficiently by liaising with the QLD police andparamedical forces, ensuring high levels of customer and staff safety.- Recognised across the network as a reliable employee with excellent problem solving and conflictresolution capabilities.

- Key health and safety personnel for 13 stations across the Queensland Rail inner-city network.- Represented employees at the Workers Union and Management meetings to resolve workplace safetyincidents and negotiate terms to arrive at fair decisions.- Responsible for periodic site audits of incident reports ensuring timely implementation of changes andremediation methods.- Received 2 network-wide awards for ensuring high standards of customer safety.

- Coordinated a team of high performing customer service staff in a busy city-based ticketing office,utilising a highly developed working knowledge of Queensland Rail systems, routes, networks andprocesses.- Responsible for leading inter-departmental meetings on a regular basis to discuss revenue, rosters andteam performance.- Consistently met customer satisfaction performance indicators, achieving well over the 90%organisational benchmark.- Oversaw the process for storage and handling of confidential documents on premises and implemented improved processes for strengthening secure practices.

- Contributing to the overall efficiency of the station by attending to customer requirements in an allocated area. - Maintaining the station premises in line with Queensland Rail's safety standards.