Brendan Devey
Thornbury
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
The Card Network
06.2024 - Current
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Elevated customer satisfaction with detailed training programs for support staff.
Customer Service Team Leader
The Card Network
08.2023 - 06.2024
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
Customer Communications Specialist (Digital)
PayRight
02.2022 - 07.2022
- Increased customer engagement through social media.
- Handled inbound customer chat conversations from customers, merchant partners and stakeholders.
- Managed and responded to high volume of support tickets.
- Presented merchants and customers with information about products, repayments and terms of loans.
- Contributed to team success by completing jobs quickly and accurately.
Customer Service Specialist
PayRight
01.2022 - 02.2022
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
Youth Worker
Safe Places For Children
03.2021 - 01.2022
- Managed day to day tasks for young people working 1 to 1 to build strong relationships.
- Encouraged youth clients to develop own activities and leadership skills through group discussions.
- Scheduled and accompanied youth clients to outside appointments such as therapy sessions, medical appointments and social outings.
- Completed clear and concise documentation of youth behaviour and actions.
- De-escalated destructive and impulsive youth behaviour by assisting in finding positive alternate outlets.
- Produced on-time communications in support of case managers.
Teaching Family Lead Practitioner
Berry Street Victoria
01.2020 - 03.2021
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
- Called parents and guardians to update them about young people.
- Built working relationship with local Police by sending weekly newsletter about young people.
- Defined clear targets and objectives and communicated to team members.
- Built solid and trusting rapport with children and families, fostering trust and communication to meet individual needs.
- Mentored and guided staff to foster proper completion of assigned duties.
- Provided safe environment on a daily basis for up tp 4 young people at a time.
Residential Youth Worker
Berry Street Victoria
07.2018 - 01.2020
- Identified service gaps and located needed resources for individuals, including housing, work placement and other support.
- Worked with clients to improve life choices and maximize benefits of programs.
- Provided key emotional support to special needs youth.
- Consulted with parents, teachers and other school personnel to determine causes of problems such as truancy and misbehavior.
- Completed all necessary reports and documentation to maintain thorough, accurate case records.
- Coordinated referrals and direct support for young people.
Customer Service Team Leader
CrownBet
05.2016 - 09.2017
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
Customer Service Agent
CrownBet
03.2015 - 05.2016
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Sought ways to improve processes and services provided.
Education
Certificate IV Child, Youth & Family Education -
Berry Street Pty Ltd
Melbourne, VIC12.2019
Certificate IV Disability - Disability (currently Studying)
Inter Care
Melbourne, VIC03.2022
Year 12 VCE -
Mount Lilydale Mercy College
Melbourne12.2012
Timeline
Customer Service Manager
The Card Network
06.2024 - Current
Customer Service Team Leader
The Card Network
08.2023 - 06.2024
Customer Communications Specialist (Digital)
PayRight
02.2022 - 07.2022
Customer Service Specialist
PayRight
01.2022 - 02.2022
Youth Worker
Safe Places For Children
03.2021 - 01.2022
Teaching Family Lead Practitioner
Berry Street Victoria
01.2020 - 03.2021
Residential Youth Worker
Berry Street Victoria
07.2018 - 01.2020
Customer Service Team Leader
CrownBet
05.2016 - 09.2017
Customer Service Agent
CrownBet
03.2015 - 05.2016
Certificate IV Child, Youth & Family Education -
Berry Street Pty Ltd
Certificate IV Disability - Disability (currently Studying)
Inter Care
Year 12 VCE -
Mount Lilydale Mercy College
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