Connor McMahon
Gladesville,NSW
Summary
Motivated Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
Nectr
03.2022 - Current
- Reporting to the Chief Operations Officer I am responsible for the oversight and technical direction of the frontline customer support performed by the Customer Care Specialists and Team Leaders
- I provide leadership and guidance to a team of 16 Specialists, managing each team member’s performance and ensuring the quality of service provided meets or exceeds established KPIs and SLAs
- I identify, then implement continuous improvement initiatives, working to automate processes and encourage adoption of Customer “self-service” through technology platforms
- My team operates in multiple locations providing high levels of customer service by phone, email, and chat functions.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Developed policies and procedures related to customer service operations.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
Process Improvement Manager/Back-Office Operations Manager
Make it Cheaper
02.2020 - 02.2022
- Reporting to the Chief Operations Officer & the Chief Commercial Officer I was responsible for the augmentation and enhancement of the bespoke auto-renewal service (DiFY – Do It For You) offered through Make It Cheaper (MIC)
- This required the creation, training and deployment of a new business unit
- In addition, this role revolved around: Internal process/procedure optimisation to increase both operational and financial “live-rate” of Customers completing transfers between energy retailers; identifying strategies to increase overall revenue across the business, and; Planning and delivering project plans by managing people, resources, budget, and timelines, to support the organization’s goals
- Analyzed cost savings associated with process improvement projects.
- Recommended technology solutions that automate manual tasks or streamline operations.
- Engaged in continuous improvement activities by identifying trends and developing action plans accordingly.
- Conducted data analysis, created reports, and presented findings on current processes.
- Identified root causes of operational issues and proposed corrective actions.
Team Leader – Commercial & Industrial Sales
Make It Cheaper
03.2019 - 02.2020
- In this role I reported to the Director of Commercial Sales and lead 2 inbound sales teams in the Commercial (C&I) section of Make It Cheaper; (5 agents in the New Acquisition Team and 2 agents in the Retention Team), championing energy savings for our large clients
- The C&I Inbound New Acquisition Team receives warm Inbound leads generated by our digital and partner channels, and by our C&I Outbound team, managed by their own Team Leader
- The C&I Retention team provided on-going account management and renewed high value contracts for existing customers
- The role was a mix of people leadership, sales coaching, along with operational management.
Customer Service Specialist
Make It Cheaper
09.2018 - 03.2019
- Providing frontline, high-level customer service and support to promote and protect the interests, business, profitability and reputation of both Make It Cheaper and the retailers Make It Cheaper collaborate with.
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
Customer Experience Lead
Digicall Assist
01.2017 - 03.2018
- Accountable for the management and development of the customer service interactions for a roadside assistance company; ensuring adherence to KPI’s, increasing customer satisfaction and enhancing the customer experience
- Direction of 3 Shift Supervisors, and, management of the Digicall Assist Customer Assist team (6 strong) in conjunction with the Head of Training Quality and Development.
- Conducted surveys and analyzed feedback from customers to identify areas of improvement.
- Developed customer experience strategies to improve customer satisfaction levels.
Operations Lead
Customers 1 to 1
02.2016 - 01.2017
- Reporting to the Operations Manager I lead the Sales and Service Team for numerous charity campaigns, commercial companies, and the City of Sydney LGA.
- Ensuring all staff members have the necessary resources, training and support to carry out their roles successfully.
Education
PhD Studentship (self-supporting) -
Queen's University, Belfast
01.2015
MSc (with Commendation) Biomolecular Structure and Function -
Queen’s University, Belfast
01.2009
BSc (Hons) Microbiology 2.1 -
Queen’s University, Belfast
01.2007
Skills
- Call Center Operations
- Technical Support
- Training and Mentoring
- Project Management
- Quality Assurance
- Service Delivery Optimization
- Complaint Resolution
- Report Preparation
- Account Management
- Personnel Training and Development
- Client Relations and Retention
- Customer-Focused
- Continuous Improvement
- Management of Remote Employees
- Problem-Solving
- Customer Relations
References
Available on request
Timeline
Customer Service Manager
Nectr
03.2022 - Current
Process Improvement Manager/Back-Office Operations Manager
Make it Cheaper
02.2020 - 02.2022
Team Leader – Commercial & Industrial Sales
Make It Cheaper
03.2019 - 02.2020
Customer Service Specialist
Make It Cheaper
09.2018 - 03.2019
Customer Experience Lead
Digicall Assist
01.2017 - 03.2018
Operations Lead
Customers 1 to 1
02.2016 - 01.2017
PhD Studentship (self-supporting) -
Queen's University, Belfast
MSc (with Commendation) Biomolecular Structure and Function -
Queen’s University, Belfast
BSc (Hons) Microbiology 2.1 -
Queen’s University, Belfast
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