Brett Gough
Sebastopol,VIC
Summary
I have extensive experience in all facets of Sales & Professional/Customer Service, and I possess expertise in promoting products & services, sales, and managing all relationships and accounts for a broad client base. My experience includes servicing existing clientele, recognising their needs and requirements, and, where required, securing new business opportunities. I have also been involved in negotiating and developing contractual agreements, monitoring compliance, profitability, and dealing with a wide range of customers, while managing relationships and accounts supportively and with integrity. I take pride in my ability to work on different levels, developing personal relationships and rapport with both internal and external contacts. My focus on customer service acumen and loyalty to both the customer and my employer is a priority. My strengths lie in highly developed communication skills, the analysis of problems and circumstances presented, and the ability to discuss any issue with the appropriate language for the audience. I am known for my integrity in dealings, as well as my ability to plan, identify opportunities, coordinate, negotiate, and strive for results that provide suitable outcomes for all parties involved. I approach my work with strength, level-headedness, and dependability, working towards providing solution-based outcomes that determine acceptable results for all parties on all levels.
Overview
2026
2026
years of professional experience
Work History
Leading Station Assistant
Metro Trains
Senior Underwriter – Contract
Calibre Insurance
Senior Underwriter - SME
AIG
Business Dev Manager
Ansvar Insurance Ltd
- Redundant by restructure
Primary Carer
Home Care
- Primary Carer for ill son – Rare Brain Tumours
Senior Customer Service Officer
State Revenue Office Victoria
02.2023 - 08.2025
- Organised, maintained and input data into corporate databases with precision while conducting data analysis
- Utilised software tools regularly, such as email and word processing applications, along with telephony software & operations
- Consistent exposure to business intelligence and information software
- Wrote correspondence that met legal standards for distribution within the branch.
- Followed established telephone standards when dealing with customers on calls
- Responded to technical phone inquiries and addressed escalated issues from team members.
- Provided customer service to all clients in the Division and swiftly resolved customer issues
- Addressed moderately complex inquiries, clearly explaining concepts to both internal and external clients while exploring options for conflict resolution
- Handled difficult customer interactions effectively.
- Achieved or exceeded Key Performance Indicators by leveraging theoretical and technical expertise to attain objectives
- Ensured that all work activities and decision-making adhered to applicable policies, procedures, and laws
- Participated in team meetings by offering updates and suggestions, taking notes, and tracking the completion of assigned tasks within deadlines
- Contributed to team projects and supported colleagues by resolving complex issues with expertise and legal insights
- Created and implemented ideas, systems, and procedures aimed at reaching team goals
- Observed and assisted others, provided training, direction and advice to team members where required
- Demonstrated professionalism and accountability by effectively giving and receiving feedback.
- Maintained positive relationships within team, branch and organisation structure
- Managed customer inquiries effectively through phone and email communication.
- Resolved complex issues by collaborating with various internal departments.
- Assisted in training new staff on customer service protocols and systems.
Employment Consultant
Asuria
06.2022 - 02.2023
- Successfully assist Mentors in the service of their caseloads
- Actively meet, discuss & guide job seekers
- Actively assist in the preparation of Job Seekers for employment
- Recognise opportunities for Job Seekers including additional Skills & Training
- Build & Develop relationships with prospective Employers
- Manage Job Seeker expectations & requirements – face to face & in all communications
- Recognise and advise on additional opportunities for Company
- Provide advice, guidance & mentorship to internal staff members
- Share gained knowledge with internal staff
- Reach KPI’S as required
- Actively participate in meetings and discussions
- Ensure continued professional development
- Ensure compliance
Branch Manager – Ballarat
Battery Power Centre Australia Pty Ltd
11.2021 - 06.2022
- Successfully service an existing client base across all lines with regards to needs – Retail & Wholesale
- Expand brand & recognition through region
- Maintain & Satisfy customer base professionally
- Develop & Execute Sales Plans professionally
- Manage client expectations & requirements – face to face & in communications
- Manage internal & External Inventory
- Recognise and advise on additional opportunities
- Advice clients on purchases in relation to their needs & requirements
- Provide advice, guidance & mentorship to junior staff members
- Credit control
- Build relationship with Customers – Retail & Wholesale
- Share gained knowledge with internal staff
- Reach KPI’S as required
- Ensure continued professional development
- Processing of sales, orders & deliveries
- Managed daily branch operations to ensure efficient service delivery.
- Coordinated inventory management to maintain optimal stock levels.
Senior Account Manager
Simplex Insurance Solutions Pty Ltd
03.2021 - 11.2021
- Successfully service an existing client base across all lines with regards to Commercial & Domestic insurance products
- Recognise and advise on additional opportunities within the book
- Advice clients on risk management & risk assessment in relation to their business needs
- Liaise with both clients and Underwriters regarding renewals, endorsements & claims
- Provide advice, guidance & mentorship to junior staff members
- Provide advice and guidance to clients relating to their insurance needs & current packages
- Credit control
- Build relationship with Underwriters, staff & client base
- Share gained knowledge with internal staff
- Reach KPI’S as required
- Participate in all staff meetings, planning & feedback sessions as a senior member
- Ensure continued professional development
- Understand & commit to all Legislative requirements currently in place
- Processing on Sunrise, SCTP & WinBeat
- Managed client relationships to ensure satisfaction and retention.
- Collaborated with underwriting team to develop tailored insurance solutions.
- Conducted regular reviews of client accounts for policy updates and enhancements.
Skills
- Business development and customer service
- Relationship management
- Conflict resolution and problem solving
- Mentorship and coaching
- Effective communication skills
- Team collaboration and support
- Email etiquette and professionalism
- Adaptability and flexibility
- Negotiation skills
- Database management and computer skills
- Problem solving & Empathy
- Understanding customer needs
Languages
English
Full Professional
Training
- Resilience Training – The Resilience Project
- Dealing with Difficult Customer Behaviours and Complaints
- Cert IV – Employment Services
- General Insurance Tier 1 Accreditation – Broking
- General Insurance Tier 1 Accreditation – Underwriting
- Leading the Leaders course (External) - AIG
- AII Code of Practice
- Miller Heiman Strategic Selling Programme
- Learning International Professional Selling Skills
- Learning International Professional Selling Skills Refresher
- CCI Retail Safety Induction Course
- AFL Accredited Tier 2 Coach
- Marketing & Display Course
- Responsible Service of Alcohol Certificate
- Traffic Management Card
- Cert III – Railway Customer Service
- Construction White Card
- Responsible Gaming Certificate
References
- Russell Waterhouse - Senior Team Leader - Concentrix - 0425 851 602 - (Previously Branch Manager – Customer Services Branch – State Revenue Office VIC)
- Shannon Ford - Senior Consultant - State Revenue Office VIC - 0422 670 346, (Previously Team Leader – Customer Services Branch – State Revenue Office VIC)
- Peter Hicks - Student Experience Specialist - Asuria RTO - 0407 863 438
Previous History
- Metro Trains, Leading Station Assistant
- Calibre Insurance – Melbourne, Senior Underwriter – Contract
- AIG – Perth, Senior Underwriter - SME
- Ansvar Insurance Ltd, Business Dev Manager (Redundant by restructure)
- Primary Carer, Primary Carer for ill son – Rare Brain Tumours
Personal Information
Timeline
Senior Customer Service Officer
State Revenue Office Victoria
02.2023 - 08.2025
Employment Consultant
Asuria
06.2022 - 02.2023
Branch Manager – Ballarat
Battery Power Centre Australia Pty Ltd
11.2021 - 06.2022
Senior Account Manager
Simplex Insurance Solutions Pty Ltd
03.2021 - 11.2021
Leading Station Assistant
Metro Trains
Senior Underwriter – Contract
Calibre Insurance
Senior Underwriter - SME
AIG
Business Dev Manager
Ansvar Insurance Ltd
Primary Carer
Home Care