Brooklyn AIALEO
Sydney ,NSW
Summary
Proactive and meticulous Customer Experience Manager with over 10 years of experience in the customer industry.
Proficiencies in delivering projects, staff training and development.
Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
11
11
years of professional experience
Work History
National HondaCare Manager
Honda New Zealand
04.2020 - Current
- Developed and maintained relationships with customers and suppliers through account development.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Launched new products and services with thorough market research, leading to increased revenue growth.
- Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
HondaCare Team Leader
Honda New Zealand
10.2019 - 04.2020
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Devised and implemented processes and procedures to streamline operations.
- Maintained database systems to track and analyze operational data.
- Generated reports detailing findings and recommendations.
Partner Area Manager
Vodafone New Zealand
12.2017 - 10.2019
- Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
- Achieved successful client outcomes by identifying and addressing their unique needs and goals.
- Stayed informed on industry developments and market trends to gain competitive advantage.
- Networked with other professionals and organizations to expand contacts and opportunities.
- Monitored partner performance and provided feedback on areas of improvement.
- Developed and implemented strategies to enhance partner relations.
- Implemented processes to enforce compliance with partner agreements.
- Mentored junior associates, providing guidance on case strategy and professional development opportunities.
- Cultivated a positive work environment within the firm by promoting collaboration among colleagues.
Telecommunications Specialist
Vodafone
03.2013 - 11.2017
- Developed comprehensive training materials, increasing the expertise of team members and reducing onboarding time.
- Enhanced network performance by implementing effective optimization strategies and monitoring system health.
- Boosted customer satisfaction through diligent maintenance of telecommunications equipment and prompt issue resolution.
- Increased network efficiency by conducting thorough audits and recommending appropriate upgrades or modifications.
- Managed and prioritized customer service requests to achieve prompt resolution.
- Responded to service requests during and after business hours.
Education
Advanced Diploma - Business Management
Evocca Business College
SydneySkills
- Complex Problem-Solving
- Team Leadership
- Staff Management
- Staff Training and Development
- Strategic Planning
- Operations Management
- Project Management
- Customer Relationship Management (CRM)
- Performance Management
- Business Planning
- Key Performance Indicators
- Lead Generation
Timeline
National HondaCare Manager
Honda New Zealand
04.2020 - Current
HondaCare Team Leader
Honda New Zealand
10.2019 - 04.2020
Partner Area Manager
Vodafone New Zealand
12.2017 - 10.2019
Telecommunications Specialist
Vodafone
03.2013 - 11.2017
Advanced Diploma - Business Management
Evocca Business College
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