Tomas Cotter Email & Phone Number

Sydney, New South Wales, Australia

Team Leader Technical Support

Horsham, Victoria, Australia

Working in renewable energy as a wind technician and quality assurance representative for the wind farming sector in Victoria, Australia.

Amsterdam Area, Netherlands

I manage a team of between 10-20 people in a commercial environment. We perform quality and security checks on properties registering to use the website. During the last 2 years I have worked on adapting my mindset from a customer service position to a coaching commercial outbound executives.I am trained to deliver Commercial Conversations framework for outbound executives who handle partners queries and overcome their objections via phone and email.Analysing data and tracking opportunities to ensure we prioritise, support and incentivise a partner to complete their registration allowing us to offer supply to our guests in the most profitable areas of our region, EMEA.Analysing data from dashboards related to performance and providing holistic coaching to each executive is similar to what the executives do for their partners. Identify what may be preventing them for reaching their full potential and support them and challenge them to meet the expectations of the organisation, their partners and themselves.I have developed a good knowledge of Excel and lately I primarily use Google sheets to create pivot tables and portray data in a way that is manageable and actionable for my executives, my department and the higher levels of the organisation.

Amsterdam Area, Netherlands

My first role at booking was as a Customr Service Guest team lead. As i have worked in customer service for over 15 years now, 8 in a global organisation (Apple and Booking) it was a great opportunity to build further on my coaching skills, data analysis, adaptability of communication styles and managerial courage to name a few. Teaching executives to look beyond the numbers and at how their behaviours can impact the numbers was always enjoyable. Incentivising this either positively or constructively depending on the situation and the challenges faced.When a slightly more commercial role in the customer service department came up I became a Customer Service Partner Team Lead. What attracted me was the opportunity to work with B2B instead of B2C as I had always done and this brought a fresh challenge. Every query is important but the commercial mindset means you have to prioritise and see not only what is important but what is urgent. Thinking ahead to where your team can make the biggest impact to earn both the organisation and our partners more money, reduce the risks on the part of the partner that comes with being a hotelier. Showing the partners how to use the tools and services available to them to keep them open with as much availability as possible and explaining the positive impact of this to the partner for both them and their guests. Always looking at ways to save the partner time, increase profitability and minimise risks and most importantly the opportunity to work with a brand like Booking.com.

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Managing a team of advisors to ensure that performance is driven. Root cause analysis and coaching to behaviours to support my team and our customers. Deliver updates on business direction and decisions. Involvement in projects and procedural changes to help implement them and research any improvements that can be made.

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A coach and evaluator for senior technical representatives. It was my responsibility to ensure that I identified and acted upon possible knowledge gaps. Highlight areas of potential within the business and always try and improve processes and procedures. Also to coach advisors on technical expertise and soft skills. Deliver Keynote presentations to advisors on hot topics.

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An escalation path for other technical support representatives. Called upon to position different options to the customer and try and see that a satisfactory outcome was met by any justifiable and reasonable means.

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To provide technical expertise and advice about Apple products in an efficient and satisfactory manner for the customer.

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Making outbound sales calls to promote additional products to existing customers. Also customer retention to promote products to customers wishing to downgrade or move elsewhere.

Bachelor'S Degree, Foods Science And Enterprise, 2H

Activities and Societies: Food Science and Business Faculty President 2006 and 2008Four year Bachelor of Science degree which involved.

High School