Corey Madsen
Brunswick West
Summary
Strong leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
CUSTOMER EXPERIENCE OFFICER / 2IC
CITY OF MELBOURNE
06.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Established strong rapport with customers through active listening, empathy, and clear communication skills.
- Mentored new hires during their onboarding process, ensuring seamless integration into the team.
- Fostered a positive work environment that promoted collaboration, learning, and exceptional service delivery.
- Analyzed customer feedback data to identify trends and develop actionable insights for continuous improvement efforts.
- Championed the adoption of new technologies and tools that helped streamline customer support processes and improve overall productivity.
- Monitored social media platforms for potential crises or negative sentiment about the company; worked closely with PR teams to mitigate any reputational damage.
- Handled escalated customer complaints with tact and professionalism, resolving issues in a satisfactory manner while maintaining company reputation.
ELECTIONS CONTACT CENTRE COORDINATOR
CITY OF MELBOURNE
04.2024 - 11.2024
- Managed the Contact Centre for the 2024 Elections campaign
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Assisted in recruitment efforts by coordinating interviews and managing onboarding activities for new hires.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Boosted team morale and productivity by organizing team-building activities and maintaining open-door policy for feedback and concerns.
- Increased client satisfaction by facilitating clear and consistent communication between project teams and stakeholders.
- Developed comprehensive training materials for new staff, leading to quicker onboarding and higher initial productivity levels.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Kept high average of performance evaluations.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
CUSTOMER SERVICE OFFICER / 2IC
ANZ
01.2013 - 01.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Graduate Diploma of Psychology Advanced -
Monash University
01.2021
Bachelor of Psychological Science -
Australian College of Applied Psychology
01.2019
Skills
- People Leading
- Training & Coaching
- Critical Thinking
- High Levels of Customer Service
- Excellent Written & Verbal Communication Skills
- Cultural Focus
- Legislative Understanding
- Process Creation
- Data Management
- Lateral Thinking
- Problem Solving
Communication Skills
20+ customer service experience, engagement of key stakeholders in projects, Experience writing psychology reports, email correspondence with customers, process & content creation., Experience assisting and responding to customers via City of Melbourne's social media pages.
Leadership Experience
Managed the Contact Centre for the 2024 Elections campaign. Roles included recruitment, training, workforce planning, coaching & management of staff., Highest level of voter turnout in City of Melbourne's history, as well as Customer Satisfaction Score of 90.2%
Timeline
ELECTIONS CONTACT CENTRE COORDINATOR
CITY OF MELBOURNE
04.2024 - 11.2024
CUSTOMER EXPERIENCE OFFICER / 2IC
CITY OF MELBOURNE
06.2022 - Current
CUSTOMER SERVICE OFFICER / 2IC
ANZ
01.2013 - 01.2022
Graduate Diploma of Psychology Advanced -
Monash University
Bachelor of Psychological Science -
Australian College of Applied Psychology
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