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, NSW11-2014
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