Declan Murphy
Cranbourne,Victoria
Summary
Experienced and results-driven Complaints Team Leader, specializing in the management and resolution of customer complaints. Proven track record in leading high-performing teams to deliver exceptional customer service while maintaining compliance with industry regulations and company policies. Skilled in conflict resolution, team development, and process improvement, with a strong focus on fostering a customer-centric culture. Adept at analyzing complaint trends, implementing corrective actions, and driving continuous improvement initiatives to enhance customer satisfaction and reduce complaint volumes. Highly proficient in managing cross-functional relationships and collaborating with senior leadership to ensure alignment with strategic business objectives. Known for strong leadership, effective communication, and a commitment to creating a positive and efficient work environment.
Overview
10
10
years of professional experience
Work History
Complaints Team Leader
Aussie Broadband
12.2023 - Current
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
- Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures.
- Participated in regular meetings with management to discuss ongoing issues, trends, and opportunities for improvement in complaint handling and customer experience.
- Trained new Complaints Officers on company policies and procedures, ensuring consistent service quality across team.
Customer Service Team Leader
Aussie Broadband
06.2021 - 12.2023
- Mentored new hires, providing guidance to ensure their successful integration into teams.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Led by example through consistently maintaining excellent performance standards.
- Evaluated customer service staff performance and provided constructive feedback.
- Led performance management initiatives, setting clear expectations for employees and regularly monitoring progress towards goals.
Remote Client Concierge
Legit Nerds
04.2019 - 06.2021
- Answered questions about products, prices and availability in friendly and knowledgeable manner.
- Strengthened customer loyalty by being friendly and professional in all interactions.
- Responded to customer inquiries in a clear, concise and friendly manner to establish an excellent first impression.
Team Leader And Brand Ambassador
Magnificent Nerds
09.2018 - Current
- Represented multi-billion dollar companies such as Nintendo, Lenovo, Sony and more.
- Set up and broke down promotional booths and tents and talked to potential customers for successful promotional events.
- Communicated product value, quality and style to educate and entice potential customers.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency.
- Provided management with feedback regarding employee performance, training needs and relevant marketing information.
Shift Supervisor
KFC Cranbourne
08.2014 - 07.2019
- Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Worked and managed multiple KFC stores in my area.
- Reconciled cash and credit card transactions to maintain accurate records.
Education
Diploma - Information Technology
RMIT University
Melbourne, VICCert IV - IT Support
Chisholm Institute
Berwick, VIC12.2017
Cert IV - IT Networking
Chisholm Institute
Berwick, VIC12.2017
Cert III - Retail Operations
Focus Training Solutions
Cranbourne, VIC06.2017
Skills
- Building client and stakeholder relationships
- Professional communication
- Training in CPR and First Aid
- Seven years of team leading experience
- Complex Problem-solving
- Telecommunications and Consumer Regulatory Compliance Familiarity
Timeline
Complaints Team Leader
Aussie Broadband
12.2023 - Current
Customer Service Team Leader
Aussie Broadband
06.2021 - 12.2023
Remote Client Concierge
Legit Nerds
04.2019 - 06.2021
Team Leader And Brand Ambassador
Magnificent Nerds
09.2018 - Current
Shift Supervisor
KFC Cranbourne
08.2014 - 07.2019
Cert IV - IT Support
Chisholm Institute
Cert IV - IT Networking
Chisholm Institute
Diploma - Information Technology
RMIT University
Cert III - Retail Operations
Focus Training Solutions
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