Thomas Dubravcic Email & Phone Number

Footscray, Victoria, Australia

Footscray, Victoria, Australia

Melbourne, Australia

Managed daily administrative tasks including inbound mail, faxes, Twitter and Facebook accounts, as well as a number of inboxes containing customer and retail service queries. As a senior Administrator, provided next level advice to Customer Service Officers to resolve complex customer queries, and provided support for inbound calls. Managed a range daily, weekly and monthly reporting, and ensured the Contact Centre met all audit requirements. Investigated and resolved written and verbal customer complaints and managed the record keeping of these.Key outcomes include: maintained 99% response to emails within an hour; maintained 98% resolution to emails within 2 hours; and recognised as a senior team member and called upon regularly for ad hoc projects which were always completed within required timeframes.

Melbourne, Australia

Led a team of four which specialised in personal lending and oversaw a Call Centre team of 16 staff. Assessed all personal loans, credit cards and overdrafts and provided recommendations on approval, and held a lending delegation approval. Wrote and implemented a range of new procedures for the Call Centre, and conducted a regular review to identify opportunities for improvement. Provided daily, monthly and yearly reporting to meet internal quality requirements.

Melbourne, Australia

Led a team Customer Service staff across various Victorian branches. A key achievement as to raise the Manager Incentive Report from 75% to 101% within 12 months ('03-'04) through coaching and mentoring staff through selling a range of products.