Shawn

About me:

Candidate Info :
Good Afternoon,

Im an owner driver with a 14 pallet flat tray. Im mainly looking to pick up work after Xmas & in January & during any reduction in ad hoc work during the year. Looking at achieving my HC licence in 2021. Interested in developing new skills like agitator work.

Experience :
Worked As Service Relations Supervisor at Management of the Cisco
* Responsible for ensuring team and individual targets are met across 17 FTE staff.
* Direct responsibility for Front Desk team and support of the Back Desk team function.
* Management of team through workflow management, performance monitoring and management and delivery to key performance indicators.
* Management of the Cisco telephony system, including resolving maintenance issues and reporting.
* Implementation of operating process updates.
* Responsible to update monthly governance report to client on Front desk metrics.
* Lodgement and follow up with IT on CRM and team software and hardware issues.
* Delivery of performance management functions including biannual performance reviews and ad-hoc performance management as required.
* Team and personal performance targets of:
* 80% in 20 sec, 100% in 35 sec. Call & case quality of 90%.
* Responsible for the coordination, motivation, performance and development of staff
* The coordination of recruitment and selection of staff.
* Manage relationships with internal & external clients.
* Workforce management scheduling and planning.
* Analyse performance statistics and making decisions based on these statistics.
* Handling escalated customer complaints and enquires.
* Responsible for identifying for development or improvement and as well as planning and managing change and continuous improvement for the team and individuals.
* Produce and monitor schedules to minimise resource shortages / surpluses and contribute to the achievement of business targets.
* Staff feedback, motivation and required formal performance review.

Worked As Heavy Rigid 14 Tonne Tray Truck Contractor/Driver at Civic Couriers from June 2017 to December 2022
* Ad hoc daily pick up & drop off of freight within Melbourne metro region
* Automatic licence
* Palleted freight
* Speedpanel
* Timber packs
* Aluminium
* Steel
drove auto ford sterling with flat top hauling machinery, palletised fright, truck axels and components to contractions sites locally and state wide warehouse to warehouse

Worked As Driver Partner at UBER from January 2014 to January 2018
* Uber X & Uber EATS work
* 1180 trips
* Average rating is 4.87/5 based on 670 trips rated
* 607 5 star ratings out of 598 rated trips
* 8 x achieved 5 star rating more often than 90% of the Uber drivers in Melbourne (rated in most recent 50 trip blocks, completed 9 blocks of 50 trips to date).
* 3 x achieved 5 star rating more often than 95% of the Uber drivers in Melbourne.

Worked As Customer Service Consultant at Infiniti Motors Australia from February 2014 to June 2017
* IQ Customer Concern Resolution
* Liaise between Aftersales Parts & Mainframe to manage part delivery for vehicle repairs.
* Liaise with 3PL organisation such as TNT & Allied Express if deliveries late or part delivered.
* Approval & monitoring of customer/dealer hire vehicle spend to expedite repair & reduce costs to the business.
* Reply to customer emails within one day
* Work within the team to answer 70% of customer calls within 30 seconds
* Work within team to achieve dealer satisfaction above 80%
* Work within the team to achieve managing of hire vehicle days to below 5000 days YTD
* Achieve on behalf & working with team the CSC web form contact acknowledgement within one day, this is based in old, new, current & future Nissan & Infiniti product enquiries
* Manage the hire vehicles & VOR part delay cases as assigned to myself
* Assist customer to ensure set up of the Nissan Connect & Nissan Connect EV system with their vehicle
* Approval to adjudication customer assistance of goodwill support to a repair & monetary value of $1500.
* Manage relationships with internal & external clients comprising dealer staff, NMA zone staff, NMA tech line staff, NAM marketing staff, Nissan & Infiniti vehicle owners.

Worked As Classified Advertising Sales Advisor at Sensis Ltd from February 2011 to May 2014
White Pages

Worked As Parenting at Birth of First Child from August 2010 to December 2011

Worked As T2 Media Sales Advisor at Telephone Sales to June 2011
– Outbound

* Warm contact of listed customers with $1 – $2999 spend range in the previous financial year
* Voice signature contract agreement with customer & submission
* Updating POST with customer contact notes.
* Appointed second in charge of print & advertising sales team team, half of financial year 2011 – 12.
* Exceeded financial year 2011- 12 target of $330k – break down of target $40k online & $2900k print.
* Print sales of $249,908 against a print target of $290,000 for the financial year.
* Online sales of $110,844 against an online target of $40,000 for the financial year.
* Tracking against 2012 – 13 financial year target of $290k combined onlne & print. Fincanial year 2012 – 13 target breakdown $60k online, $230k print. Approx sales current financial year to date $120k online, $115k print.

Worked As Customer Assistance Representative at EDS (Australia) Ltd, an HP Company from October 2005 to April 2007
* Managing enquiries from GM customers.
* Problem solve incoming calls
* Liaison with internal GM departments, dealers, to facilitate timely resolution to customers enquiries.
* Achieve personal goals as set by Team Leader and contribute to team and centre goals.
* Adherence to personal performance targets.
* Adherence to EDS corporate goals.
* Follow up case work
* Liaison with dealers nationwide
* Liaison with field management nationwide
* Liaison with specialist internal departments

Worked As GM Holden at Apr 2010HP Enterprise Services/EDS (Australia) Ltd from October 2005 to October 2005
Saab/Hummer Customer Assistance Centre

Worked As Solar Energy Team – Jemena at Hays Personnel from October 2004 to September 2005
* Collating of documentation
* Printing documentation
* Updating file register

Worked As Employment Consultant at Contract Personnel from August 2004 to February 2005
* Manage a customer relationship management tool of warm client & candidate leads
* Interviewing & vetting of potential candidates
* Collate & send corporate information packs.
* Business development cold calling.

Worked As Senior Industry Employment Consultant at MEGT from May 1999 to September 2004
* The coordination of recruitment and selection of staff
* Managed current & warm client’s with Customer Relationship Management tool
* Business development cold calling
* Liaised with TAFE institutions relative to new candidates & education of current employees.
* Liaised with TAFE institutions to recruit pre-apprenticeship course’s
* Performed new employee induction on a rotating roster
* Negotiated solutions for clients with labour-hire concerns

Worked As Employment Consultant at Online Personnel from January 2004 to July 2004
* Manage a customer relationship management tool of current clients & warm client & candidate leads
* Field visits to clients once – twice weekly
* Field discussions with on-hired staff at clients premises
* The coordination of recruitment and selection of staff
* Collate & send corporate information packs.
* Business development cold calling

Worked As Junior Industry Employment Consultant at Liaised with TAFE from November 1997 to May 1999
* The coordination of recruitment and selection of staff
* Managed current & warm client’s with Customer Relationship Management tool
* Business development cold calling
* Liaised with TAFE institutions relative to new candidates & education of current employees.
* Liaised with TAFE institutions to recruit pre-apprenticeship course’s
* Performed new employee induction on a rotating roster
* Negotiated solutions for clients with labour-hire concerns
* Liaised with payroll for new employee lodgement & pay queries.