Troy Shakespeare Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, Australia

Sydney, Australia

Sydney, Australia

► Service Specialist - New BusinessInitially employed in an application processing/ underwriting position and progressed into a Specialist position providing expertise and mentoring for staff in Member Services which covers New Business, Business as Usual, Retention and Corporate Services.► Achievements:♦ Currently achieving 92% new business conversion which is 6% over the set KPI.♦ Consistently achieved the business renewal KPI of 98.5% by member and 97.5%… Show more ► Service Specialist - New BusinessInitially employed in an application processing/ underwriting position and progressed into a Specialist position providing expertise and mentoring for staff in Member Services which covers New Business, Business as Usual, Retention and Corporate Services.► Achievements:♦ Currently achieving 92% new business conversion which is 6% over the set KPI.♦ Consistently achieved the business renewal KPI of 98.5% by member and 97.5% by premium.♦ Lead a team of seven during the peak (EOFY) period to exceed a target of $2.5M. Only been achieved two years that I have lead the campaign. July 2012 was the first year the company had achieved and exceeded this one-­‐month target.♦ Significantly reduced processing time through innovative initiatives resulting in the cost of administering a policy reducing from $1,000 two years ago to $800 today.♦ Developed and implemented new business reporting tools to significantly increase visibility for senior management.► Responsibilities:♦ Work closely with the Process Improvement and Testing teams to develop improved systems and processes to increase efficiency.♦ Manage the sales process with a wide range of clients. Utilise negotiation and influencing skills to provide tailored information to meet the clients’ needs.♦ Oversee all new employees training for Member Services and oversee existing employee development courses. Training covers process best practice, legislation compliance, and business development and retention techniques. ♦ Act as a key point of contact for all internal stakeholders and departments. ♦ Act as the subject matter expert (SME) for all compliance and legislation issues.♦ Provide training and information on legislation and compliance changes to all staff.♦ Work closely with the IT department to test new and existing CRMs to ensure maximum efficiency and functionality.♦ Compile monthly and yearly compliance files for Medicare Australia. Show less

Sydney, Australia

► Technical Trainer (Secondment)Approached by the Head of Member and Office Services to take on the Technical Trainer position during an internal department merge between New Business/ Retention, Business as Usual and Corporate Services.► Achievements:♦ Analysed skills expertise across each department and developed a comprehensive skills matrix and subject matter expert list.♦ Provided one-on-one and group training to the newly combined Member Services… Show more ► Technical Trainer (Secondment)Approached by the Head of Member and Office Services to take on the Technical Trainer position during an internal department merge between New Business/ Retention, Business as Usual and Corporate Services.► Achievements:♦ Analysed skills expertise across each department and developed a comprehensive skills matrix and subject matter expert list.♦ Provided one-on-one and group training to the newly combined Member Services department which significantly assisted in the smooth transition and minimal impact to business operations.► Responsibilities:♦ Staff Training – Identified staff skill gaps and analysed the training needs of staff from each department and developed training requirements to provide consistency in knowledge across the merged department.♦ Quality Management – Monitored recorded calls and emails to provide feedback to staff and team leaders ensuring compliance requirements were met.♦ Procedure Documentation – Updated or developed new process and procedure documentation to assist staff in navigating new responsibilities.♦ Work Instruction – Developed detailed and comprehensive work instructions to fill gaps in existing documentation or create new documentation to support the new department.♦ Business Rules – Coordinated the updating or development of new business rules to provide consistency across the new department and uploaded them to a shared server. ♦ Legislation Training – Analysed changes to relevant legislation and developed training sessions for staff.♦ Information Management – Implemented an information management system including developing a file structure on a shared server. Show less

Sydney, Australia

► IT Support / IT Store ProjectsPromoted from a position within a retail store to the Head Office to utilise my skills and interest within the IT Support and IT Project team.► Achievements:♦ Significantly reduced end of day variances and errors from ~ 100/day to only 1-2/day through improved staff training and support. ♦ Acted as the key point of contact for office and store staff during the security package ‘Sophos’ rollout nationwide.♦ Developed… Show more ► IT Support / IT Store ProjectsPromoted from a position within a retail store to the Head Office to utilise my skills and interest within the IT Support and IT Project team.► Achievements:♦ Significantly reduced end of day variances and errors from ~ 100/day to only 1-2/day through improved staff training and support. ♦ Acted as the key point of contact for office and store staff during the security package ‘Sophos’ rollout nationwide.♦ Developed and maintained an asset database for all Esprit IT equipment in all retail outlets, Head and regional Office’s.► Responsibilities:♦ Issue Management – Liaised with retail staff to resolve technical issues with in-store systems including hardware and software. ♦ Project Coordinator – Installed, configured and tested all technical equipment including hardware, software, phone systems, networking and security for new, existing and refitted stores. ♦ Vendor Management – Liaised with multiple external vendors including ANZ for Eftpos and IBM for hardware.♦ Tender Management – Managed a printer maintenance tender end-to-end.♦ Stakeholder Management – Worked closely with Area Managers, Store Staff and Projects team.♦ Network Maintenance – Provided support to all networking issues including routers, modems and switches.♦ Server Maintenance – Maintained all business servers and assisted with performance improvement and backup.♦ Desktop Builds – Built desktop computers with required hardware and software and tested and configured before sending to retail outlets.♦ Software Testing – Provided user experience testing to software updates for POS software.♦ Phone Systems – Liaised with Telstra/ Telecom NZ to coordinate installations and resolve service interruptions with all phone lines in Aus/ NZ.♦ Security – Liaised with the security vendor to manage and resolve all security issues.♦ Internet – Liaised with Aus/ NZ vendors during installations and service interruptions. Show less

Sydney, Australia

► Assistant Cluster ManagerPromoted to Assistant Cluster Manager to manage a three level Mega Store. Worked for five months as Cluster Manager with additional responsibility for two concession stores, a kid’s store and an adolescent’s store. ► Achievements:♦ Undertook duties as the Cluster Manager for five months overseeing a total of five retail stores.♦ Achieved the first weekly sales target in the Mega Stores three year history. ♦ Managed up to 17… Show more ► Assistant Cluster ManagerPromoted to Assistant Cluster Manager to manage a three level Mega Store. Worked for five months as Cluster Manager with additional responsibility for two concession stores, a kid’s store and an adolescent’s store. ► Achievements:♦ Undertook duties as the Cluster Manager for five months overseeing a total of five retail stores.♦ Achieved the first weekly sales target in the Mega Stores three year history. ♦ Managed up to 17 staff with six staff on during a shift.► Responsibilities:♦ Staff Management – Managed the recruitment, training, rostering, duties and performance management for up to 17 staff.♦ Customer Service – Provided exceptional customer service and resolved customer disputes.♦ Financial Management – Reconciled tills at the end of each day and processed banking.♦ Visual Merchandising – Setup visual merchandising displays to rotate and promote new stock.♦ Store Operation – Managed the opening and closing of two freestanding stores.♦ Stock Management – Conducted stocktakes, stationary orders and implemented loss prevention practices. ♦ Reporting – Developed and submitted relevant management reports on-time. Show less

Sydney, Australia

► Store ManagerManaged a small retail store selling men's formal and business wear. Responsibilities included managing staff, providing customer service, managing stock and visual merchandising.► Achievements:♦ Assisted in the fit out, setup and merchandising of the store for its opening.► Responsibilities:♦ Set up and merchandised new store♦ General management duties, banking, recruitment, staff appraisals, counselled staff, end of… Show more ► Store ManagerManaged a small retail store selling men's formal and business wear. Responsibilities included managing staff, providing customer service, managing stock and visual merchandising.► Achievements:♦ Assisted in the fit out, setup and merchandising of the store for its opening.► Responsibilities:♦ Set up and merchandised new store♦ General management duties, banking, recruitment, staff appraisals, counselled staff, end of day procedures including balancing of financials♦ Stocktakes,loss prevention, stationary orders, general cleaning of store♦ Met critical deadlines with management paperworkassisted customers with outfit choices, accessory choices and alterations♦ Assisted with company marketing strategies Show less

Sydney, Australia

► Store Manager / Assistant Manager / Sales AssistantInitially employed as a Sales Assistant before being promoted to Assistant Manager and then Store Manager following consistent high performance.► Achievements:♦ Turned the #9 performing store into the #1 performing store based on sales nationally (~30 stores).♦ Worked across seven separate stores to promote best practice and increase sales.► Responsibilities: ♦ General management… Show more ► Store Manager / Assistant Manager / Sales AssistantInitially employed as a Sales Assistant before being promoted to Assistant Manager and then Store Manager following consistent high performance.► Achievements:♦ Turned the #9 performing store into the #1 performing store based on sales nationally (~30 stores).♦ Worked across seven separate stores to promote best practice and increase sales.► Responsibilities: ♦ General management duties, banking, recruitment, staff appraisals, counselled staff♦ End of day procedures including balancing of financials♦ Stocktakes, loss prevention, stationary orders, general cleaning of store♦ Met critical deadlines with management paperwork♦ Assisted customers with outfit choices, accessory choices and alterations Show less

Tier 1 Life Insurance

Ps146 Tier 2, General Insurance

Education record