Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Bronti McKay

Melbourne,VIC

Summary

Highly-motivated employee with a desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adapt at working effectively unsupervised and quickly mastering new skills. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Disability Support Coordinator

Mibayn Disability Services
Sydney
10.2023 - Current
  • Assisted clients in accessing and utilizing community resources to meet their needs.
  • Developed and maintained relationships with external service providers.
  • Monitored progress of clients' goals and objectives.
  • Maintained accurate records of client interactions and services provided.
  • Conducted home visits to ensure safety of clients in their environment.
  • Coordinated transportation services for clients to access necessary medical appointments or other activities outside the home setting.
  • Collaborated with multidisciplinary teams to coordinate care plans for clients.
  • Acted as an advocate on behalf of clients when appropriate and necessary.
  • Participated in staff meetings, trainings, conferences. related to job duties and expectations.
  • Created individualized service plans that addressed each client's unique needs and goals.
  • Updated case notes on a daily basis using an electronic database system.
  • Answered phone calls, provided information and connected callers to appropriate personnel.
  • Coordinated with other supervisors, combining group efforts to achieve goals.

Contact Centre Consultant

BankVic
Melbourne, VIC
05.2023 - 10.2023
  • Provided customer service and technical support to customers over the phone.
  • Developed a comprehensive understanding of the company's products and services.
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Resolved customer inquiries in a timely manner while ensuring excellent customer satisfaction levels.
  • Performed outbound calls to follow up on orders or provide additional information to customers.
  • Handled escalated calls from other contact center representatives when necessary.
  • Monitored daily performance metrics such as call volume, average handle time and quality assurance scores.
  • Adhered to all applicable laws and regulations related to privacy policies and procedures.
  • Provided feedback on areas of improvement within the contact center operations team.
  • Collaborated with other departments such as marketing, sales, IT and accounting on projects that impacted the contact center team.
  • Acted as an advocate for customers by escalating unresolved issues internally as needed.
  • Ensured compliance with relevant industry regulations regarding customer data protection.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Remote Customer Service Consultant

Probe Operations Pty Ltd
Mascot
10.2021 - 03.2023
  • Developed and maintained positive relationships with customers through efficient communication.
  • Resolved customer issues in an efficient and timely manner, escalating when necessary.
  • Answered incoming customer inquiries with a focus on providing exceptional customer service.
  • Maintained accurate records of customer interactions, including notes detailing conversations, actions taken, and follow-up activities.
  • Collaborated with team members to ensure all customer inquiries were answered promptly and accurately.
  • Tracked customer feedback using CRM software tools such as Salesforce.
  • Provided feedback to management regarding opportunities for improvement within the department.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Updated databases with new and modified customer data.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Generated weekly reports summarizing customer service metrics such as response time, resolution rate and average call duration.

Export Documentation Clerk

TNT Express
Botany
02.2019 - 04.2021
  • Organized and maintained filing systems both electronically and manually.
  • Performed data entry duties to update client information in databases.
  • Provided assistance to other departments when needed.
  • Ordered supplies and equipment as needed.
  • Organized and maintained filing systems for confidential documents.
  • Assisted customers with inquiries and complaints in a professional manner.
  • Maintained inventory levels of office supplies and equipment as needed.
  • Performed data entry tasks to update customer accounts records.
  • Inspected shipments for damages or discrepancies; recorded any issues found.
  • Communicated with customers to coordinate delivery times.
  • Ensured all packages were properly labeled and sealed.
  • Maintained accurate records of deliveries and pick-ups using computerized tracking systems.
  • Provided excellent customer service by answering questions about delivery status.
  • Ensured compliance with federal regulations governing transportation of hazardous materials.
  • Reviewed export documentation to ensure accuracy and compliance with export regulations.
  • Analyzed customs data to determine duty rates, tariff classifications, and other applicable taxes.
  • Prepared documents such as commercial invoices, packing lists, certificates of origin, and shipper's letters of instruction.
  • Coordinated shipments with freight forwarders and carriers worldwide.
  • Verified that all necessary documents were completed accurately and in a timely manner.

Retail Sales Supervisor/Retail Stock Associate

TK Maxx
Hillsdale
04.2015 - 02.2019
  • Greeted customers in a friendly and professional manner.
  • Provided product knowledge to customers on merchandise features, benefits, and quality.
  • Demonstrated excellent customer service by responding promptly to customer inquiries and complaints.
  • Performed cashier duties such as ringing up sales, processing payments, and issuing receipts.
  • Assisted with stock replenishment of shelves and displays.
  • Maintained cleanliness of the store environment including floors, windows, restrooms, counters.
  • Developed visual merchandising strategies to attract more customers into the store.
  • Organized promotional events to increase awareness of products and services offered by the store.
  • Conducted periodic inventory audits to ensure accuracy of records.
  • Collaborated with marketing team members to develop innovative advertising campaigns aimed at increasing sales volume.
  • Handled returns and exchanges in accordance with established policies and procedures.
  • Recommended additional merchandise items that would complement purchased items.
  • Provided support for fellow associates during periods of high customer traffic.
  • Engaged positively with each customer, providing professional and polite support for sales and service needs.
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
  • Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Assessed conflicts and identified solutions for clients promptly.
  • Organized merchandise and stockroom shelves to ensure a neat and orderly display.
  • Inspected incoming shipments of product for accuracy and quality, reporting any discrepancies or damages to supervisors immediately.
  • Performed inventory cycle counts as needed to maintain accurate records of quantity on hand.
  • Monitored stock room supplies such as packaging materials, labels, tags. ensuring adequate levels were maintained at all times.
  • Unloaded trucks, checked in merchandise, stocked shelves with newly arrived items, and moved existing stock around as necessary.
  • Ensured that safety protocols were followed while handling products including wearing protective gear when necessary.
  • Implemented strategies for efficient storage solutions based on space availability within the warehouse and stockroom environment.
  • Adhered to all company policies related to health and safety regulations when working in the stockroom area.

Education

High School Diploma -

Matraville Sports High School
Matraville, NSW
11-2014

Skills

  • Document Management
  • Customer Service
  • MS Office
  • Scheduling and calendar management
  • Teamwork and Collaboration
  • Interpersonal Skills
  • Attention to Detail
  • Self Motivation
  • First-aid and CPR
  • Organizational Skills
  • Data Entry

Certification

  • First Aid and CPR
  • WWCC
  • Police check
  • Full Drivers License (Victorian)
  • NDIS worker check
  • Psychosocial Recovery Coach

References

References available upon request.

Timeline

Disability Support Coordinator

Mibayn Disability Services
10.2023 - Current

Contact Centre Consultant

BankVic
05.2023 - 10.2023

Remote Customer Service Consultant

Probe Operations Pty Ltd
10.2021 - 03.2023

Export Documentation Clerk

TNT Express
02.2019 - 04.2021

Retail Sales Supervisor/Retail Stock Associate

TK Maxx
04.2015 - 02.2019

High School Diploma -

Matraville Sports High School
Bronti McKay