Cody Mott
Brisbane
Summary
A dedicated professional with a strong work ethic, excelling in both team environments and independent projects. Committed to delivering high-quality results, approaches tasks with enthusiasm and dedication. Proficient in communication, thrives on engaging with others and fostering positive interactions.
Overview
9
9
years of professional experience
Work History
AR Senior Customer Support Agent & 2ic
DHL Express
06.2024 - Current
- As a Senior Customer Support Agent (2IC), I stepped in for the Lead/Supervisor whenever they were away, keeping the team's daily activities on track and inspiring everyone to do their best.
- I make sure we follow the right guidelines and plans to lead the team effectively while respecting our cultural background.
- I manage the flow of customer and internal inquiries, ensuring we handle everything promptly and accurately.
- I handle staffing for daily tasks, making sure to pair the right people with the right tasks based on their skills and experience.
- I also work closely with the Query Handling Manager to coordinate resources when needed.
- When needed, help out the lead or supervisor with tasks like:
- Setting up training
- Getting ready for and doing monthly coaching for agents
- Helping bring new agents onto the team
- Answering agent questions and giving feedback when needed
- Putting together reports and stats as needed
- Keeping the team productivity log up to date
- Filling in as Supervisor when the supervisor is away
AR Customer Support Agent
DHL Express
04.2022 - 06.2024
- My role as an AR Customer Support Agent marked my entry into Accounting at DHL Express.
- I was tasked with being the front-line contact for accounts, delivering exceptional customer service via phone and email.
- My main objective was to eliminate any obstacles that could prevent customers from making payments.
- Promptly address customer inquiries from various channels, adhering to established standards, with a focus on inbound calls and emails in a call centre environment.
- Provide professional and high-quality customer service in accordance with DHL standards.
- Resolve customer queries following DHL guidelines.
- Accurately and promptly log queries in the ERP system.
- Actively promote self-service options and ensure customer issues are addressed comprehensively to prevent recurrence.
- Coordinate with cross-functional teams and manage necessary billing adjustments.
Remote Booking Advisor
DHL Express
05.2017 - 04.2022
- As a Remote Booking Advisor I was a part of the customer service backline department.
- I was responsible for assisting customers with arranging inbound shipments, making sure it goes smoothly and is as stress free as possible for the shipper, receiver and our overseas colleagues.
- Responsible for ensuring outgoing shipments are ready with documentation for pick up and to monitor them until they are on flights.
- Arranging and monitoring Inbound/Remote bookings
- Coordinating and networking with DHL colleagues around the world
- Liaising with Third Party Couriers to arrange collections
- Addressing and resolving complex issues and complaints under pressure
- Fast paced environment: frequently multitasking while paying close attention to detail
- Working in a team dynamic and working closely with other departments
Customer Service Agent
DHL Express
05.2016 - 05.2017
- In my Customer Service Agent role I was responsible for providing exceptional customer service for a well-known logistics company.
- My main responsibilities were assisting with customer’s shipments including booking a pickup, tracking & tracing their shipments, as well as having an excellent knowledge of our products, services and customs regulations.
- Providing exceptional customer service
- Adhering to and exceeding a range of KPI’S
- Interacting with other departments to work together to resolve issues
- Thinking outside the box
- Advising customers of technologies
- Working in a team
- Working individually
Education
NCEA Level 3 - University entrance, Arts Certificates
Feilding High School
Feilding, New Zealand01.2008
NCEA Level 2 - Cookery Certificates 2 & 4, Merit in English Certificate, Arts Certificates
Feilding High School
Feilding, New Zealand01.2007
NCEA Level 1 -
Feilding High School
Feilding, New Zealand01.2006
Hobbies and Interests
- Fitness
- Travel
- Cooking
Timeline
AR Senior Customer Support Agent & 2ic
DHL Express
06.2024 - Current
AR Customer Support Agent
DHL Express
04.2022 - 06.2024
Remote Booking Advisor
DHL Express
05.2017 - 04.2022
Customer Service Agent
DHL Express
05.2016 - 05.2017
NCEA Level 3 - University entrance, Arts Certificates
Feilding High School
NCEA Level 2 - Cookery Certificates 2 & 4, Merit in English Certificate, Arts Certificates
Feilding High School
NCEA Level 1 -
Feilding High School
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