Alexandre De Matos
Newtown,NSW
Summary
A customer service expert with over 10 years of experience across the banking, retail and hospitality sectors including some of Australia's largest companies. Having a proven track record at delivering business results through a disciplined approach to understanding how to identify and solve customer needs. With strong organizational skills, attention to detail and a wealth of experience to help drive deliver outstanding business outcomes and customer satisfaction.
Overview
6
6
years of professional experience
Work History
Customer Advisor
National Australia Bank
Sydney, NSW
03.2020 - Current
- As a Customer Advisor I am the connector and the educator in the branch, ensuring that my customers understand their banking options. I also help connect customers to the right colleague in the branch to further assist when necessary, whether it be for credit cards, business account, home lending or any other query.
- Using my skills and knowledge to educate customers on NAB’s comprehensive and diverse range of offerings including smarter banking and digital channel offerings and capabilities in every department I support.
- Using the tools available to me to help my customers, such as the Appointment Booking Tool to make an appointment for specialist home ownership advice.
- Demonstrate highest levels of customer experience and satisfaction by working closely with my colleagues and delivering the signature customer experience to get it right for our customers, both new and existing, every time.
- Understanding and supporting the branch resourcing plan each day and be in the right place at the right time during my working day to manage customer wait times and to present the customer with relevant options.
- I am the first point of resolution for transaction needs and queries, and I consistently strive to make every interaction simpler and faster for my customers. I consistently use general banking queries like lost card or cheque deposits as a great way to start a conversation around digital options to save the customer time on future queries.
Customer Service
Kmart Bondi Junction
Bondi Junction, NSW
04.2016 - 06.2019
- Resolve customer's complaints by ensuring positive outcomes.
- Demonstrate product features and employ selling skills to increase sales.
- Assist customers with order placement, refunds, and exchanges.
- Suggest information about the company's products and services.
- Assist existing customers with their purchases and suggest new products.
- Maintain knowledge of product lines and prices to provide expert information to customers.
- Handle incoming calls from customers and provide information about products and services of the company.
- Provide customers with information regarding warranties and sales terms.
- Demonstrate high standard of customer service in any circumstance.
- Perform an average of 100 follow-up phone calls per day to uncover customer's needs, particularly around product usage.
- Responding for handling customers account inquires, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Manage and lead a team of four new staff members.
- Consistently received positive feedback from guests by developing long-term relationships with customers.
Receptionist
Iron Grip Gym
North Sydney, NSW
01.2015 - 04.2015
- Greeting customers and incoming visitors in a friendly way.
- Giving clerical support such as copying, typing correspondence, answering phone calls, and filing documents.
- Adding new customers into the system and providing them information on our service.
- Maintaining the reception area to a high, professional standard.
Education
Diploma - IT Digital Media
TAFE – St. George
Sydney, NSW12.2019
Certificate III - IT System Admin
TAFE – St. George
Sydney, NSW12.2017
Certificate III - Event Administration Skills
TAFE SWSi
Sydney, NSW12.2016
Certificate III - Business Administration
Navitas - Vocation
Sydney, NSW12.2015
Skills
- Microsoft Office
- Handling customers complaints
- Data entry
- Adaptability
- Verbal and written communication
- Cultural awareness
- Highly motivated
- Good listening
- Excellent problem-solving abilities
- Detail-oriented
- Team player
- Digital banking
- Clerical support
- Understanding of financial platforms such as OBP, Siebel, eBOBS, Convenient banking
- Insurance: Compliant customer conversations
- Cyber safe
- Security awareness
- Banking code of practice
- Indigenous cultural awareness
- Health, safety, and wellbeing at the workplace
- Understanding vulnerability, access and inclusion
- Respectful communication - supporting vulnerable customers
- Financial crime understanding
- Distinctive leadership
Timeline
Customer Advisor
National Australia Bank
03.2020 - Current
Customer Service
Kmart Bondi Junction
04.2016 - 06.2019
Receptionist
Iron Grip Gym
01.2015 - 04.2015
Diploma - IT Digital Media
TAFE – St. George
Certificate III - IT System Admin
TAFE – St. George
Certificate III - Event Administration Skills
TAFE SWSi
Certificate III - Business Administration
Navitas - Vocation
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