Christopher Zachary Tyler

133 / 18 – 32 Oxford st Darlinghurst 2010 NSW - ​Christopher Zachary Tyler Summary Statement My last role involved the management of over 20 staff in the Bupa Medical Visa Services Contact Centre. This role provided administration and telephone support to customers all over Australia wanting to migrate and apply for a medical assessment. Throughout my time at Bupa, I was responsible for hiring and interviewing new starters, including the role of my Senior Support Consultant. I was challenged to manage many performance issues with staff and to maintain a happy working culture with a wide range of personalities, through this I believe I developed and have grown as a leader, strengthening my people skills. In addition to this I was responsible for creating all customer service and policy update training modules, in a wide variety of engaging formats. These had to be clear concise and communicate change management effectively to empower the staff with confidence. I also created and delivered many training packages around customer service, policies and detailed medical presentations on conditions that potential customers may have. These were created in Adobe Premiere, Adobe Flash, PowerPoint, Photoshop, Word, and HTML. These included Flash, Video, PowerPoint, Webpages, Posters and booklets. This led to a secondment where I redeveloped and designed the on-boarding for all of Central Support Operation from pre-employment to 6 months. I am an accomplished customer service manager who has a proven ability to interpret customer and business needs, preferences and help to not only provide efficient service in a timely manner, but help to continuously improve business procedures. I have exceptional technical skills which include; office applications such as excel PowerPoint and Word, writing intermediate html and some Java script, being self taught a number of media applications such as Sony Vegas Pro, Adobe Premiere, Adobe Flash, Adobe Audition, Photoshop, Dreamweaver, 3D Studio Max, as well as all the Corel applications including Paint Shop Pro. I have had experience in graphic design, marketing and managing social media, websites and email for Shimtastic as well as designing their video/print/on-line advertising. Last of all I am highly creative with refined communication, computer and problem solving skills and believe I can offer a broad range of qualities from my varied experience. Major Career Achievements * Managed the Contact Centre for Bupa Medical Visa Services and developed new processes to drive efficiency for 20 staff members. Created and maintained internal knowledge hub. * Maintained designed and created the BMVS Central Support Intranet page which all staff used in their daily work, improving efficiency and reducing questions to team leaders. *Created multiple engaging training packages including on-boarding on a variety of subjects and delivered these to staff. *Mentoring and coaching at Sensis, as well as training on new processes and underperforming staff to improve the customer experience. *Managed the Vodafone store, implementing new administration and management systems to enhance performance and availability. *Created Optus’ intranet site with procedures and troubleshooting for customer enquiries used by 100+ Customer Care Staff. *Created and built the website and all email correspondence, marketing and design for Shimtastic, including all artwork, video, audio, and props. Key Skills and competencies. ● ● ● ● EWFM, CCPULSE, Interaction Workspace, R.Performance, Preceda, HAP, Citrix, eMedical, Riskman. ● All windows platforms, Mac-OS, Android, IOS, hardware and software computer competent. CMBS, GSMIS, Siebel, iGen, SAP, Quickbooks, IWS. Cert 4 in Training and assessment(in progress) Cert 3 in Communications and Small Business Management, TCP/IP in Practice Adobe Premier, Audition, Flash, Photoshop, After effects, Dreamweaver, Corel Draw/paint/3D, 3D Studio Max, Office, Excel, PowerPoint, Outlook, Google Docs, Open Office. Career Summary 2015 Resume - Chris Tyler - –- 2016 Bupa Medical Visa Services Sydney City Learning and Development Specialist (secondment) Creation and redesign for on-boarding for all roles within Central Support Operations spanning pre-employment-6months. Design and develop learning programs in various media/formats including video, flash, PowerPoint, word, html, posters and quick reference guides. Plan, organise and deliver group-based learning Plan assessment activities and processes Design and develop assessment tools Mentor in the workplace and facilitate e-learning 2014 Bupa Medical Visa Services Sydney City Central Support Team Manager Led a team of over 20 people from the start of a new business, developing new procedures and policies, responsible for b​uilding and developing on-boarding for new starters. Ensuring all staff have completed scorecards and development plans, ensure all development plans were supported. Facilitation of all team meetings, 1on1s mid-year and yearly reviews and performance management with staff. Delivered a quality customer and stakeholder experience ensuring the Quality Assurance framework is delivered and monitored. Meet all call centre KPIs and service level agreements, training, and compliance obligations, including a quarterly self-audit. Workforce planning for contact centre and coordinating workloads between Melbourne and Sydney teams, providing support when needed. Created and maintained all work instructions and procedures in a clear and concise way to be used for training. Escalation of all urgent requests from customers, migration agents and the Department of immigration. Liase with practice managers and provider liaison manager to ensure appointments are available to customers across the country. Created, designed and maintained internal intranet knowledgebase for quick and easy access for call centre staff while on the phone. Created multiple training modules on medical conditions, on boarding, change management and customer service to fill gaps, update on policy changes, or manage areas which need improvement. Completed regular UAT systems testing for updates to the customer booking portal on a regular basis. Work with National Operations Manager to build a resource plan for Melbourne and Sydney Complaints Management, ensuring all complaints are logged and on forwarded appropriately. 2013 Sensis Yellow Pages Darlinghurst Customer Care Consultant Actively drive and monitor the consistent delivery of exceptional customer service to all customers within the Customer Care Team through ownership and end to end resolutions of all inbound customer requests. Providing advice to customers on ways to maximize their advertising space and improve the quality of their online products social media campaigns and SEM. Content management for changes to print and online advertising. Educating and encouraging customers to use services such as Self Service, e-proofing etc. and maintaining customer advocacy. Advising customers of any issues and discuss where requests cannot be completed to customer expectations. Proactively offering to amend any errors identified in a customer’s advertising with the required customer approval. Exceeding customer expectations in all customer interactions in a professional manner in line with Sensis values & behaviours. Mentoring and coaching as well as training on new processes and assisting underperforming staff to improve the customer experience- Shimtastic Surry Hills Marketing Promotions and Sales Management of all social media campaigns on Facebook, Twitter, Tumblr, Youtube. Administration and production of all artwork and promotional material for events and products. Creation of all video promotional material in Adobe premiere, After effects and Sony Vegas Pro. Creation of all sound tracks for shows and events in Adobe Audition. Stock control ordering and merchandising as well as accurate data entry and notes on jobs and clients. Taking orders and ensuring they are all completed to schedule. Creative and successful problem solving for conflicting schedules client’s jobs and products. 2009 Vodafone Bondi Junction Customer Care – Acting Manager Answering customer enquiries about their accounts and signing up new customers on pre or post-paid plans. Processing of sales through the Myer register. Processing of sales through SAP for GSM Retail. 2015 Resume - Chris Tyler - –- Troubleshooting and technical support in regards to handsets and network settings and features in SIEBEL. Extensive product knowledge on handsets, plans, and the telecommunications industry. Acting management of the team. Creation of rosters, reporting of figures, transfer and delivery of stock. Daily reconciliation, stock takes, contract compliance, handset repairs, merchandising, general administration duties. 2008 David Jones Castlereagh St Young Mens Fashion Retail Ensure all customers are attended to in a professional manner and comply with all David Jones values. Answer enquires about stock from Castlereagh Street and other stores and transfer stock as needed. Merchandise and unpack new stock to comply with all David Jones and service standards. Participate in yearly stock takes. Work towards personal, daily and weekly targets and budgets. Register pickups, clearances, closes and troubleshooting. Management of staff breaks. Relief work in Shoes and Designer Wear. Opening and processing of David Jones Cards and David Jones American Express Cards. 2006 - 2008 Supre Bondi + CBD Retail & Management & Merchandising Created Supre’s summer promotions and designs. Merchandising for all window and front of store displays for several stores. Acting store manager and supervisor Rostering, conducting phone interviews. Setup of level 3 city store, visual merchandising, loss prevention. Corporate sales and loans for magazines, dance schools, photo-shoots. Liaising with other stores for items out of stock, customer follow up, reporting of daily figures. Stock in/out Transfers, updating of invoices, credit claims. Store banking, till clearances, end of day paperwork, weekly cash report. Opening and closing store, safe management. 2004 - 2006 House of Priscilla Darlinghurst Retail &Graphic Design Management of all online content and basic social marketing on Myspace and Beebo. Visual merchandising, graphic design for brochures, sales signs, advertising media. Exceptional Customer service & unsupervised work. Opening/Closing shop, banking and end of day. Loss prevention, stock take, restock and extensive product knowledge Costume hire, design, and production. Makeup artistry, unpacking, stocking, cash and eftpos sales. Photography for new stock and shows. 2000 - 2003 Optus Gordon + Chatswood Customer Care + Tech Support Created Optus’ intranet site with procedures and troubleshooting for customer enquiries used by 100+ Customer Care Staff. Complaint resolution & customer service in a call centre environment. Account enquiry & complex billing queries / problem solving. Excellent communication skills, time planning skills, multitasking. Team player, extensive knowledge of mobile comm. Network. Understanding of internet, and its internal workings within a cable and dialup environment. Created internal website for staff with flowcharts, email forms, and knowledgebase. Advanced problem solving skills, ability to assess customer’s level of understanding and communicate complex information at a simple level. Extensive computer knowledge, internal workings and software to solve both physical and programming issues. 2015 Resume - Chris Tyler - –-