Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Personal Details
Personal Information
Timeline
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Brandon McCarthy

Sydney,Australia

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Customer Service Representative

American Express
Sydney, NSW
02.2022 - Current
  • Customer attendant handling all sorts of inquiries relating to credit cards
  • Dispute Resolution - Objection Handling, customer focus solutions
  • Compliance - Managing customer profiles and administration
  • Sales - Upselling Cards when possible within compliance
  • Receipt of Payments - Transactions as a Customer Care Professional
  • Customer Relationship - Managing customer expectations
  • Meeting KPI's - both metric KPI's customer service and Metric KPI's sales focus.

Warehouse Administration

Excel Logistics
Sydney, NSW
10.2021 - 02.2022
  • Import and Export of Freight
  • Managing Stock Levels across 3PL (SYD, MEL & QLD warehouses)
  • Booking in Couriers
  • Investigating Missing Freight
  • Receipting Stock
  • Forklift Licence
  • Cargowise

Customer Service Representative

Woolworths Mobile - Telecommunications
Sydney, NSW
11.2020 - 09.2021
  • Inbound call center receiving 20 - 30 calls providing customer service for new and existing consumer account holders
  • Communicating with internal stakeholders regarding terms and conditions and raising concerns in relation to contractual agreements and network issues
  • Providing credits on accounts or gift cards in lieu of refunds for customers that have overpaid their account or where credit was to be processed
  • Raising management escalation forms or internal support tickets to ensure that customers were receiving the best possible service
  • Enquiries regarding complaints, lost and stolen handsets, rewards programs, phone resets, plus new orders and account maintenance
  • Investigating delivery enquiries through our third-party logistics warehouse and confirming that fourthparty delivery agents completed the delivery according to service level
  • Achieving target in all KPIs which included QA, Voice of Customer, First Call Resolution, and Adherence
  • Various forms of customer service through phone (voice), webchat and email in resolving all enquiries.

Customer Experience Representative (Part Time)

TNT / Fedex
Sydney, NSW
09.2020 - 11.2020
  • Freight Logistics company where we communicated with multiple depots regarding the collection and delivery of items
  • Dispute resolution when freight was damaged or destroyed in transit, and providing responses through email confirming that correct packaging was not utilized as terms and conditions stipulated for travel requirements
  • Customer service and database maintenance to ensure that repeat customers were informed of correct information and promotions.

Owner Driver / Courier

Toll Fast Couriers
Sydney, NSW
01.2017 - 08.2020
  • Business owner providing customer service to people of all walks of life delivering items from envelopes to pallets, ensuring that I represented the company with integrity
  • Delivered medical equipment to NSW hospitals and loading docks obtaining proof of delivery to ensure that all documentation was in line with delivery procedures
  • Communicating with external stakeholders when collecting items and ensuring the items were delivered safely
  • Maintaining a successful business by ensuring that policies and procedures were followed correctly including van maintenance, taxation records was adhered to, and receipts recorded for account reconciliation.

Operations Team Leader / Senior Collections Officer

Macqurie Leasing
Sydney, NSW
11.2009 - 12.2016
  • Managing 8 staff members looking after a ledger of 60 days through to write-off status anywhere between $8m - $23m
  • I was responsible for making the decision to write the asset off and present that to management in a meeting once a month to declare our loss and present our actions and outcomes
  • Achieved target in all months in reducing the debt as a team as well as individual KPIs
  • Managing accounts and monitoring the staff ledger balance providing guidance where required
  • Separating staff ledgers providing an even share ledger across the 8 staff so targets were achievable
  • Taking escalations when required and call monitoring to ensure that collection guidelines were adhered to
  • Completing account reconciliations through excel spreadsheets and demonstrating to customers and commercial clients where the account has fallen into arrears and providing arrangements to bring the account back to current
  • Managing the business relationship between our outsourced services (mercantile agents) through weekly meetings regarding their performance and providing direction in real-time through phone calls and emails
  • Dispute resolution as a collector and also through our client relations department where communication was paramount between internal and external stakeholders from the sales team through to solicitors when litigation occurred
  • General collections activity by maintaining strong client data and keeping records up to date
  • Adhering to collection guidelines, credit policies and procedures, and risk management.

Account Manager / Accounts Receivable

Life Health Care
Sydney, NSW
03.2009 - 09.2009
  • Managing NSW medical equipment from 45 - 180 day arrears ledger and adhering to collection guidelines whilst also maintaining a business relationship
  • Ensuring credit claims were recorded and credit notes provided confirming to ensure they were documented on invoicing
  • Communicating with various people from nursing unit managers through to financial controllers (sometimes multiple discussions with various departments) occurred to ensure that NSW area health was not disadvantaged by a stop of supply
  • Maintaining the database through weekly discussions with Sales and Business Development Managers so that information was transparent through their communications
  • Objection handling with consumer and commercial clients when forced stop supply was introduced
  • Diarising notes on company accounts regarding follow-up when the next planned contact needed to be administered
  • Outbound collections activity of a minimum of 40 calls and emails to ensure that company accounts did not expand without approval
  • Including resending invoices to ensure that NSW Health received the correct information.

Customer Service / Collections

Jackgreen Energy
Sydney, NSW
03.2006 - 03.2009
  • Collections officer within 1-30 day portfolio, progressing to 30-90 day arrears ledger and ensuring account delinquency did not increase
  • Achieved targets in all ledgers
  • Progressed to the financial hardship department were introducing the SOFP to ensure that consumers were not disadvantaged by the credit and collection policies
  • Communicating with financial and debt management companies in minimising bad debt
  • Promoted to investigations department where undertook skip tracing and locating delinquent customers and businesses, and having initial discussions rectifying the arrears
  • Customer service senior where I managed 6 staff in collections and first call resolution
  • Took escalated calls to review service issues and disconnection notices
  • Communicated with EWON (energy and water ombudsman) to ensure that disconnection notices were submitted and collection calls and notes were updated and up to date
  • Reporting to management demonstrating through a presentation on the position of the arrears ledger and complaints portfolio and outlining any long-running disputes.

Collections Officer / Customer Service

American Express
Sydney, NSW
01.2006 - 09.2006
  • Review and risk assessment of Australian and New Zealand Charge Card, Small Business Card, Credit Card, Line of Credit and Term Loan accounts
  • First point of contact for all Card Member enquiries
  • Collection of past due or high-risk Credit Card accounts using both telephone and written contact
  • Cross selling Business and Platinum card products and promoting Commercial Underwriting.

Trade Assistant

Insight Landscaping
Sydney, NSW
11.1996 - 12.2002

Education

Certificate III in Financial Services in Finance -

Sydney NSW
01.2016

High School Diploma -

Condell Park High School
11-1996

Skills

  • Microsoft Office (10 years)
  • Management (7 years)
  • Business Intelligence (3 years)
  • Logistics (3 years)
  • Conflict Resolution (7 years)
  • Fast Learner (10 years)
  • Management
  • MS Office
  • Training
  • Security
  • Complaint Resolution
  • Account Management
  • Financial Analysis
  • Risk Management
  • Help Desk
  • Technical Support
  • Strategic Planning

Certification

NSW White Card

Additional Information

HR Work Licence (Forklift)

Personal Details

Yes, Secondary School (Years 7-12), 20

Personal Information

  • Willing To Relocate: Anywhere
  • Title: Customer Service and Finance Specialists

Timeline

Customer Service Representative

American Express
02.2022 - Current

Warehouse Administration

Excel Logistics
10.2021 - 02.2022

Customer Service Representative

Woolworths Mobile - Telecommunications
11.2020 - 09.2021

Customer Experience Representative (Part Time)

TNT / Fedex
09.2020 - 11.2020

Owner Driver / Courier

Toll Fast Couriers
01.2017 - 08.2020

Operations Team Leader / Senior Collections Officer

Macqurie Leasing
11.2009 - 12.2016

Account Manager / Accounts Receivable

Life Health Care
03.2009 - 09.2009

Customer Service / Collections

Jackgreen Energy
03.2006 - 03.2009

Collections Officer / Customer Service

American Express
01.2006 - 09.2006

Trade Assistant

Insight Landscaping
11.1996 - 12.2002

Certificate III in Financial Services in Finance -

Sydney NSW

High School Diploma -

Condell Park High School

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Brandon McCarthy