Thomas Doohan Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

-Determine compatibility of prospect clients with PSW by eliciting information about their business and capabilities through several virtual and in-person meetings.-Maintain great relationships with existing clients through regular updates with high level of customer service, rapport building and anticipation of business needs. -Determine job brief of the position the client has advertised, including key tasks/activities carried out during the position, qualifications, experience needed and personal qualities/competencies for the desired candidate. -Elicit and generate an employee value proposition including extrinsic an intrinsic benefit of working at the client’s company (Renumeration, Training and Development Opportunities, Promotion Opportunities, Autonomy, Work Environment, Culture etc.) -Sourcing and headhunting candidates through the use of various online tools and platforms including Seek, LinkedIN, Indeed, FastTrack 360, Skilled AI. -Write and post creative and effective job advertisements to Seek, LinkedIN and Indeed. -Screen resumes, seek profile and LinkedIN profiles for appropriate work experience and qualifications required to perform a specific position. -Conduct phone screenings to determine the compatibility of a candidate and position prior to submitting their profile forward for a client’s review. -Organise in person and virtual interviews between the client and candidate/s. -Conduct reference, work rights and other due diligence checks prior to a letter of offer for a candidate. -Stay up to date with industry and market trends, employment laws and HR best practices, providing consultation to both clients and candidates where appropriate. -Understand and promote diversity and inclusion during and after the recruitment process.-Maintain thorough data entry and database management including client and candidate information, interview dates, file management etc.

Sydney, New South Wales, Australia

• Lead and motivate a group of established customer service operators.• Develop the staff through modular training, and prescribed coaching and feedback processes. • Manage the live monitoring of both staff and queues, provide feedback to individuals and team as required and allocate resources according to need. • Monitor the quality of work and ensure it meets prescribed standards. • Develop and implement new procedures and identify improvement opportunities within existing work practices. • Conduct regular team meetings and individual feedback sessions.• Be fully prepared for and actively participate in Team Leader meetings.• Provide a timely and appropriate response to complaints submitted through complaints handling system and identify opportunities for improvement as a result of these complaints.• Keep up to date on policy changes by reading emails, communications and forum posts through company intranet. • Be available and prepared to take over the supervisor tasks and/or role if necessary.

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

I have recently started my role as a Contact Centre VIP Agent at ITSM. As a VIP agent, I speak with customers in the upper echelon, requiring increased soft and technical skills. I am also required to handle responsible gambling queries as well handling queries from customers within in a regulated market.Some of my key roles in my new position are:- Demonstrate superior soft skills in the handling of top VIP and hosted VIP clients.- Demonstrate a thorough understanding of the Responsible Gambling process and appropriately adhere to this process at all times.- Respond to customer queries from regulated markets (Denmark, UK, Sweden).- Respond to and follow up inbound customer enquiries via chat, e-mail, telephone call or SMS in a timely manner

Sydney, New South Wales, Australia

I began working at Internet Traffic Solutions Management late November as a Contact Centre Agent with a training group of fifteen people. Since working at ITSM I have developed my technical and soft skills significantly. The role requires me to work independently to accept customer enquiries through chat, email, telephone call or SMS in a timely and friendly manner. ITSM is the first role I've been in with customer service as the forefront instead of the creation and distribution of a product. This has allowed me to hone my communication skills, personalising each customers experience based off their needs and interests. Some of the key duties of my role include:- Respond to and follow up inbound customer enquiries via chat, e-mail, telephone call or SMS in a timely manner- Demonstrate efficiency and sensitivity in response to customer enquiries.- Ensure the accurate recording of customer information, enquiries, and follow-up actions.- Perform administrative duties which may include, but are not limited to, recording accurate summary notes and making appropriate department and inter-departmental escalations- Understand and manage personal performance on a daily basis including acknowledging feedback and demonstrating a willingness to learn and improve.

Gold Coast, Queensland, Australia

Overview: I was required to complete industry placement to Graduate from Griffith University. I worked as a business analyst and client consultant within a small-scale team to develop an application for an industry client, CAEEPR. The application extracted and cleaned data from the Australian Energy Market, allowing for user inputted filters (key dates, values, search terms etc.). Responsibilities: • Determine and analyse team capabilities and capacities including strengths and weaknesses of team members prior to initial client meetings. (Team roles including Quality Assurance Tester, Programmers, Client Consultant and Business Analyst) • Discuss and elicit project requirements from the client including, project start end dates, key testing and delivery timeframes, functional and non-functional application requirements.• Liaise with lead programmer and project manager to determine project timeline including, project planning, key client and team meetings, design phase, development/programming phase, key testing and code review phase, application delivery phase. • Ensure team members are working effectively and efficiently according to the proposed timeline. Key Achievements: • Runners up for 2022 FirstWave Awards in the “Best Innovative Project” category. • Project was delivered on time to the client’s satisfaction.

Upper Coomera, Queensland, Australia

McDonald's was my first and longest role to date. In addition to supporting myself through my final years in Highschool and early years of University, I was able to gain and improve upon several different skills. The most important of which to me is communication. As a Crew Coach I was entrusted to train and develop new and existing crew member. This included communicating and demonstrating several key procedures that targets were met in a safe and sound manner. Some of my key duties can seen below. Duties: - Coach and develop new crew members to perform the aforementioned tasks whilst following procedures.- Mark crew members competent for specific tasks, i.e grills, fry vats, assembly line.- Promote a safety culture in the restaurant, reporting hazard logs and incidents.- Prepare specialty foods following specific methods that usually require short preparation time- Marking wastage of produce due to surpassing expiration date and or holding time, or due to damage on contamination of product.

Graduate Certificate In Human Resource Management, Human Resources Management And Services, Gpa: 6

Bachelor Of Information Technology, Management Information Systems, General, Gpa 6

Majoring in Information Systems / Business Analysis My outlined courses completed to date can be seen below in the 'courses' section. If.

Queensland Certificate Of Education