• Troy R
  • Call Center Staff, Call Center Manager
  • Last/current workplace: Spotlight Retail Group (SRG)
  • 31 years old from Kensington, VIC

Introduction

Hi, my name is Toy. I am a highly skilled people manager with extensive experience as a Team Leader in various contact centres. I am seeking to find a position that I can further utilise my knowledge and skills to develop my career and the business profit.

Employment History

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    Spotlight Retail Group (SRG)

    • Nov 2014 - Feb 2015
    Spotlight Retail Group (SRG) Nov '14- Feb '15 Midland, WA Team Leader- Furnishings & Custom made 8 direct reports • Store opening and closing • Cash handling and reconciliation • Rostering for all staff • Banking •Stock replenishment •General cleaning •High level complaint management and feedback to staff •High level communication, both verbally and written •Adhere to and support company policies and procedures •Ensuring exceptional levels of customer experience •Promoting positive environment and culture •Documenting all correspondence and outcomes into CRM (INSYTE) •Provide assistance to fellow team members as and when required • Ensure all procedures and processes are followed and completed in a timely manner • Identify and report any incidents, hazards, or unsafe practices and participate in evaluation and development of controls or other preventive measures regarding risks.
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    Spotlight Support Group

    • May 2014 - Nov 2014
    Spotlight Support Group May '14- Nov '14 Custom Made Administration Assistant •Reporting directly to the Custom Made Co-ordinator •High level complaint management and feedback to staff •High level communication, both verbally and written •Adhere to and support company policies and procedures •Ensuring exceptional levels of customer experience; implementation of scripting and ongoing support to call structure •Promoting positive environment and culture •Administration duties as required to support the Custom Made Order lifecycle •Documenting all correspondence and outcomes into CRM (INSYTE) •Action and resolve activities in INSYTE within 24 hours •Provide assistance to fellow team members as and when required •Provide verbal and written customer service excellence at all times. •Manage and Resolve Customer complaints within their first enquiry, ensuring a 24 hour response time. •Ensure all procedures and processes are followed and completed in a timely manner •Elevate issues and opportunities for improved efficiencies within the system •Identify and report any incidents, hazards, or unsafe practices and participate in evaluation and development of controls or other preventive measures regarding risks
  • News Corp Australia

    • Dec 2013 - May 2014
    News Corp Australia Dec '13- May '14 Team Leader- Inbound Classifieds 10 Direct Reports •Reporting directly to the Sales & Services Manager •Daily coaching and mentoring of team to ensure revenue results are met •Feedback to team to aid in professional development •Real Time Management- ensuring team adhere to schedule, minimising ACW time, maintaining service level at 75% or greater •UPL management and succession- return to work conversations •Daily revenue reporting - percentage to target results •Conducting team meetings and monthly 1:1 meetings with team •High level complaint management and feedback to staff •Ongoing support, training and guidance to staff in the transition to new CRM roll out (Siebel to Salesforce) •Driving sales and motivating the team to achieve revenue targets- ongoing team engagement and support. •High level communication, both verbally and written •Adhere to and support company policies and procedures •Ensuring exceptional levels of customer experience; implementation of scripting and ongoing support to call structure •Performing monthly call observation's for all staff- providing feedback and expectations •Ensuring a high level of staff productivity and engagement through ongoing training and mentoring •Reward and Recognition to my team; implementation of monthly reward for excellence in KPI's and revenue targets •Promoting positive environment and culture
  • Serviceworks Management

    • Jun 2012 - Dec 2013
    Serviceworks Management Jun '12-Dec '13 Team Leader- Aurora Energy 6 Direct Reports •Performance management; development, ongoing guidance and support to aid in career growth •Assessment centre- conducting 1:1 & group interviews • High level engagement with internal & external clients- verbal and written •Adhere to and support company policies and procedures •High level communication- verbal and written •Implementing processes and encouraging change- call flow and structure, script changes, customer experience training •Daily reporting- team stats; AHT and adherence to schedule, feedback to team •New inductee facilitation- end to end recruitment process •High level escalation management •UPL management and succession- return to work conversations •Conducting regular team meetings and monthly 1:1 meetings with each individual •Performing monthly call observation's for all staff- providing feedback and expectations •Ensuring a high level of staff productivity and engagement through ongoing training and mentoring •Real Time Management- ensuring team adhere to schedule, minimising ACW time, maintaining service level at 70% or greater
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    Salmat Salesforce Service

    • Jan 2009 - Jan 2011
    Salmat Salesforce Service '09-'11 Outbound Sales Rep •Outbound cold calling to existing nab customers •Selling life insurance (nab credit card cover) •Adhering to KPI's and monthly sales target
  • Quix Food Store

    • Jan 2006 - Jan 2009
    Quix Food Store '06-'09 Console Operator •Customer Service- face to face customer service; POS and EFT transactions •Cleaning- maintaining a hygienic work place for staff and customers. •Cash handling- minimising till balance •Stock control and ordering- maintaining stock and ordering as required •End of trade reconciliation- ensuring till balances correctly •OH&S representative •Assisting customers with use of Petrol, Gas & Diesel
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    Hungry Jacks

    • Jan 2003 - Jan 2006
    Hungry Jacks '03-'06 Crew member •Customer Service- general customer service enquiries in restaurant •Cash handling- POS and EFT transactions •Stock control and ordering •Burger making and prep •Drive thru order taking and running •Maintaining FIFO methodology to ensure customers are getting fresh food

Skills

  • Outbound Call Centre
  • Sales
  • Inbound Call Centre
  • Communication Skills
  • Customer Service