Hi, I’m
Darren Rodrigues
Derrimut,Victoria
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
31
years of professional experience
Work History
FUJIFILM Business Innovation Australia P/LMelbourne, VIC
Operations Customer Service Manager
08.2017 - Current
Job overview
- Manage day to day activities of 20+ Victorian based field engineers
- Operational involvement with large project rollouts, to include manpower requirements and rostering whilst ensuring maximum efficiency, high customer satisfaction and reduced business costs.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Mitigated business risks by working closely with staff members and assessing performance.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Fuji Xerox Australia
Senior Field Service Engineer
07.2000 - 08.2017
Job overview
- Always achieved between 100%-135% for every required KPI of the job role for 17 years.
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
- Facilitated communication between office personnel, subcontractors and customers.
- Tested equipment performance and demonstrated operation and servicing of equipment to customer.
- Maintained tools and equipment, parts inventory and library of machine manuals.
- Applied systems analysis techniques to assess and resolve complex software issues for clients and end users.
- Scheduled service calls according to customer location and urgency of need.
- Trained personnel to align objectives, strengthen competencies and standardize operations.
- Performed onsite installation, modification and maintenance of systems and equipment.
Kendell Airlines
Customer Service Supervisor
07.1995 - 07.2000
Job overview
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Managed staff rostering to ensure maximum efficiencies without disruption to the customer experience
- Researched and corrected customer concerns to promote company loyalty.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Interceded between employees during arguments and diffused tense situations.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Coached employees through day-to-day work and complex problems.
Australian Air Express
Customer Service Officer
11.1993 - 07.1995
Job overview
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Counted cash drawers and deposits, checked supplies and completed any other required opening or closing task to facilitate smooth team operations.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Promoted company brand and unique offerings through personalized customer service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Australian Air Express
Accounts Payable Officer
02.1992 - 11.1993
Job overview
- Handled day-to-day accounting processes to drive financial accuracy.
- Presented audit findings to accounting manager after reviewing results and paperwork.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Maintained and distributed departmental balanced score card information to highlight staff productivity, invoice processing workflow and cost allocations.
- Input financial data and produced reports using [Software].
- Managed and responded to correspondence and inquiries from customers and vendors.
- Observed strict confidentiality regulations to maintain data security.
- Implemented new accounting processes to decrease spending and work flow downtime.
Education
Victoria UniversityMelbourne, VIC
No Degree from Information Technology Introduction
1994
Catholic Regional CollegeSydenham, VIC
from VCE Completion
11.1991
Skills
- Information Updates
- Inventory Accuracy
- Data Tracking
- Intuit QuickBooks
- Employee Performance Evaluations
- Root Cause Analysis
- Customer Service and Assistance
- Team Goals
- Escalation Management
- Workflow Improvements
- Team Development
- Management Training
- Process Development and Streamlining
Accomplishments
In my current role, i worked with multiple divisions of the business to successfully sign what is now the largest customer in the Asia Pacific region. We broke down silo's to strive for the best possible outcome and it was great to be part of a National project team in delivering a very complex scope of work.
Hobbies
- I enjoy playing music, which is mainly with family and friends these days.
- I love watching many sports and am actively involved in my childrens sporting groups
- I am married for 25 years and i have 4 children aged between 17 & 24, all of whom i am very passionate about and supportive of.
- i have a large (combined) family and always look forward to our many traditions and catch up's which keeps me grounded, happy and positive with the ability to live a wonderfully balanced work-life arrangement.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Operations Customer Service Manager
FUJIFILM Business Innovation Australia P/L
08.2017 - Current
Senior Field Service Engineer
Fuji Xerox Australia
07.2000 - 08.2017
Customer Service Supervisor
Kendell Airlines
07.1995 - 07.2000
Customer Service Officer
Australian Air Express
11.1993 - 07.1995
Accounts Payable Officer
Australian Air Express
02.1992 - 11.1993
Victoria University
No Degree from Information Technology Introduction
Catholic Regional College
from VCE Completion
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