Work History

• 4/2011 - 3/2020

  SERCO

  Team Leader - Service Delivery Officer: Responsible for teams of up to 18 Service Delivery Officers for meeting team and individual KPI's such as Conformance, Adherence, AHT and quality. Supporting center engagement initiatives, taking over calls when customers ask to talk to a manager, coaching team members to achieve their KPI's and support team members through arranging flexible working conditions to support medical conditions. Challenges in this role are rapid deployment of new technologies, introduction of new work types and constant team changes. Often the team leader will be learning the new technologies and work types at the same time as the team members and will then be supporting the team members in the new technologies and work types. Key to success here is the ability to remain supportive whilst working thru the rapid uptake of skills and the ability to resolve problems. Facilitation of 1 on 1 and group coaching, real-time support through floor walking assist the team members in developing their skills and knowledge base. Quality is measured by listening to calls and evaluating them against the quality guidelines developed by the client. Quality improvement is attained by providing feedback and guiding the team members on how to provide the desired outcome for the customers and the client. Service Delivery Officer Responsible for providing general taxation, superannuation and e-business advice to individuals, businesses and tax professionals via inbound phone calls, web chat, electronic messaging and written communications. Also responsible for negotiating debt arrangements within the legislative guidelines and process correspondence that has come via mail and electronic media. Core goal is to help and influence tax payers to participate fully in the tax and superannuation systems. Dialler Administrator Responsible for purchasing phone numbers which I would then load into the Dialler. Legislative requirements were met by removing numbers that were on the Do Not Call Register. I also taught myself HTML and Visual Basic programming. This enabled me to provide campaign structure and information to support the sales teams. I performed analysis of historical sales to identify and develop strategies to achieve better sales rates. Over the 2 years that I was in this role I was able to build excellent rapport with internal stake holders; call centre manager; team leaders and work force management.

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• 1/2010 - 12/2011

  Super IGA Ormeau

  Dairy Manager: In this position I was responsible ordering and receiving stock and supervising 6 team members. Key to the success was to ensure that stock was effectively displayed and reduce shrinkage due to products going out of date.

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• 1/2008 - 12/2009

  Aussie Transport

  Delivery Driver: Night shift MR/HR truck driver. Driving a number of different refrigerated trucks including (MR) UD 9 tonne 6 pallet, 6 speed synchro and (HR) 22 tonne UD 12 pallet, 5 speed split shift synchro. Responsible for loading, unloading and ensuring correct cold goods delivered to the proper store; 7-eleven and Coles Express stores throughout Brisbane. This was a multi-drop (12 to 20 drops per shift) role starting at 7pm and finishing between 3 to 5am. Loading and unloading was by hand with a trolley with the goods being placed into the store fridges. Products delivered were milk, cold perishables and frozen food.

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• 1/2008 - 12/2009

  Ray White Helensvale

  Sales & Marketing Consultant: Commission only employment role. Responsible for obtaining homes for listing and negotiation their sale. Achieved sale in the top National 300 (top 30%) in sales.

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• 1/2007 - 12/2008

  Fences Galore

  Sales and Installer: Responsible for installing pool fences and balustrades throughout the gold coast. Assisted in manufacture and was also responsible for loading raw manufactures products and delivery to the Powder Coater and job sites throughout the Gold Coast.

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• 1/2005 - 12/2006

  Covenport

  Delivery Driver: Multi-drop (12-30 drops) deliveries of poly pipe products (used for irrigation and water works, throughout Brisbane and South- East regional Queensland. Driving mainly a (MR) Mercedes 5 speed Synchro 12 Tonne 12 Pallet Tray with 6 pallet Dog Trailer and an Iveco 5 speed Synchro 12 Tonne 12 Pallet Tray with 6 Pallet Pig Trailer. Goods were loaded by and unloaded mainly by hand to plumbing and hardware stores and farms. Regional runs generally involved a single night sleep over and both trucks had sleeper cabs.

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• 1/2002 - 12/2005

  Self Employed

  Owner/Operator: Sunshine Coast Transport and Distribution Working as an owner/operator running 3 trucks, a Hino Prime Mover with Curtain Side Trailer, operated by one of my drivers. I also owned and operated a (HR) 22 Tonne Scania twin steer 5 speed split shift 14 pallet Curtainsider with tail lift and 8 pallet dog trailer as well as a (HR) 22 Tonne Hino with Lazy axle, tail lift 5 speed Synchro 14 pallet Curtainsider. Responsible for all facets in running the business. The business mainly involved bulk pick up of beer, wine and spirits and then unloading via forklift and electric and manual pallet jacks, breaking down pallets and making up orders. Loading via forklift and then delivering orders throughout the Sunshine Coast to pubs and clubs. Some manual unloading was required as not all clubs had forklifts and as such heavy lifting was required, full kegs of beer. Terrey Hills Newsagency Working as an owner operator of the business which included a home delivery run of up to 300 deliveries, performed by driving a car and throwing the newspaper out the car window onto the front lawn. This involved start times between 3 am week days and 1 am weekends. At times I employed a delivery driver and a shop assistant. Responsible for all facets of the business including ordering and stocktaking.

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