Summary
Overview
Work History
Education
Skills
Websites
Certification
Interests
Timeline
Hobbies and Interests
WEBSITES AND SOCIAL LINKS
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Matthew O'Grady

Matthew O'Grady

Brisbane

Summary

Professional operations expert prepared for leadership role. Proven track record in optimizing processes, enhancing efficiency, and driving results through strategic planning and execution. Strong focus on team collaboration, adaptability, and effective communication. Skilled in resource management, performance analysis, and continuous improvement initiatives. Reliable, flexible, and results-oriented. Experienced with overseeing service operations and driving process improvements. Utilizes strategic planning and team management to achieve organizational goals. Track record of enhancing customer satisfaction and operational efficiency.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Global Operations Service Manager

Wagepay
08.2022 - Current
  • Manage customer retention, dispute resolution, and finance operations with a focus on maintaining high service standards and fostering a positive workplace culture.
  • Analyse customer behaviour and trends to identify service gaps and implement targeted improvements.
  • Establish and maintain clear communication channels between customers, vendors, and executives to ensure swift, effective issue resolution.
  • Handle escalated concerns with a customer-first approach, balancing satisfaction with operational efficiency.
  • Lead process optimisation initiatives, achieving a 20% increase in order fulfilment speed.
  • Design and deliver training programs to improve team productivity, skillsets, and service quality.
  • Prepare and present data-driven reports to support informed executive decision-making.
  • Champion employee engagement and job satisfaction, contributing to a cohesive and motivated team environment.
  • Optimized resource utilization by identifying inefficiencies in existing processes and recommending appropriate solutions for improvement.
  • Managed a team of service professionals to ensure high-quality customer satisfaction and timely resolution of issues.
  • Delivered presentations to executive leadership and stakeholders outlining performance metrics, achievements, and future goals for the operations service department.

Labour Hire

Carmar Rigging
10.2018 - 06.2025
  • Engaged as a casual labour hire with Carmar Rigging, supporting diverse short- and long-term projects across multiple sectors.
  • Contributed to high-profile assignments, including work at The Star, demolition projects at Logan Hyperdome, operational support at Wacol Prison, and maintenance activities at the QANTAS Hangar near Brisbane Airport.
  • Adapted to a variety of roles and environments, demonstrating versatility and a strong work ethic.
  • Managed physically demanding tasks requiring sustained stamina, precision, and adherence to strict safety protocols.
  • Worked flexible hours, from early starts to extended shifts, meeting project deadlines without compromising quality.
  • Developed and applied transferable skills in teamwork, problem-solving, and operational efficiency under high-pressure conditions.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.

Team Leader

Concentrix
04.2021 - 08.2022
  • Leading a dynamic team of 20-30 staff with a strong focus on culture development, inclusion, and performance excellence. Passionate about fostering a supportive and skill-driven environment where every team member thrives. Expert in timesheet management, KPI optimization, and cultural inclusivity to drive both individual and team success. Dedicated mentor and coach, empowering employees to reach their full potential and consistently deliver top-tier results.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.

Subject Liaison Officer

Concentrix
11.2020 - 04.2021
  • Managed service quality while coaching team members using the GROW curriculum to improve performance and professional development.
  • Built and maintained strong relationships with internal and external stakeholders, including senior management.
  • Ensured clear, accurate communication by maintaining detailed records of all interactions.
  • Prepared correspondence on behalf of senior leadership when required.
  • Collaborated with the marketing team to design and execute targeted campaigns.
  • Coordinated cross-departmental meetings to align organisational goals and streamline operations.
  • Fostered collaboration between organisations to strengthen partnerships and improve outcomes.
  • Streamlined processes for increased efficiency by identifying areas of improvement and implementing changes.
  • Contributed positively to company culture by actively participating in employee engagement initiatives.
  • Maintained an open line of communication with clients, ensuring satisfaction and addressing any concerns promptly.
  • Developed strong working relationships with external partners, strengthening collaboration on joint initiatives.

Customer Service Officer

Concentrix
08.2019 - 11.2020
  • Managed inbound customer service and sales, ensuring compliance with legislative changes and regulations.
  • Maintained effective communication across teams to support cohesive operations.
  • Analysed customer feedback to identify service improvement opportunities.
  • Handled a wide range of customer requests with efficiency and professionalism.
  • Provided technical support while remaining receptive to feedback for continuous improvement.
  • Implemented new procedures and policies that significantly increased customer satisfaction ratings.
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Streamlined communication between customers and internal departments for timely issue resolution.

Outbound Sales Agent

TSA Group
04.2017 - 10.2018
  • Configuring customers' accounts to the NBN, Running focus sessions to improve other team members' sales strategies. Maintained accurate records of customer interactions and transactions. Developed strong communication skills for successful customer service. Developed comprehensive reports for management regarding sales performance. Cultivated a large network of contacts within the industry to generate leads. Communicated product features, advantages, and benefits to customers. Analyzed sales data to adjust and improve sales strategies. Trained sales team members on company procedures and standards. Developed and maintained strong customer relationships and networks within designated sales territory.

Education

Bachelor of Arts - Photoshop and Premier skills, Photography, cinematography skills, Knowledge of working to deadlines, Extensive knowledge and skills across Adobe and many other editing programs

JMC Academy
Brisbane, QLD
01.2015

High School Diploma - QCE

Sandgate District State High School
01.2014

Skills

  • Dedicated and a Hard Worker
  • Great Leadership Skills
  • First Aid & CPR Accredited
  • Problem Solver
  • Collaborative team member
  • Proven Leader
  • Operational efficiency
  • Logistics management
  • Workforce planning
  • Positive attitude
  • Customer service
  • Time management

Websites

Certification

  • MC License - Current
  • White Card license - Current
  • First Aid and CPR Accreditation - Current
  • Forklift License - Current

Interests

  • Enjoy participating in Powerlifting and Strongman for overall physical and mental well-being
  • Team Sports - Rugby Union
  • Auto Repair/Restoration
  • Camping

Timeline

Global Operations Service Manager

Wagepay
08.2022 - Current

Team Leader

Concentrix
04.2021 - 08.2022

Subject Liaison Officer

Concentrix
11.2020 - 04.2021

Customer Service Officer

Concentrix
08.2019 - 11.2020

Labour Hire

Carmar Rigging
10.2018 - 06.2025

Outbound Sales Agent

TSA Group
04.2017 - 10.2018

High School Diploma - QCE

Sandgate District State High School

Bachelor of Arts - Photoshop and Premier skills, Photography, cinematography skills, Knowledge of working to deadlines, Extensive knowledge and skills across Adobe and many other editing programs

JMC Academy

Hobbies and Interests

Four Wheel Driving, Camping, Taking time out to appreciate the little things.

WEBSITES AND SOCIAL LINKS

LinkedIn: https://www.linkedin.com/in/matt-o-grady-3a8739239/

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Matthew O'Grady