Dylan McPherson
Summary
Business Manager skilled in growing financial penetration and improving stakeholder relations. Strategically-minded in capturing new business and providing end to end point of contact support. Accomplished in exceeding targets with results-driven approach.
Overview
5
5
years of professional experience
Work History
Finance & Business Manager
CARS24 Australia
06.2022 - Current
- Trained new and existing staff members in various financial and business procedures.
- Reviewing customer financial documents and providing tailored loan options.
- Building client and stakeholder relationships.
- Assisted in establishing consumer finance business process.
- Utilising CRM to improve customer communication.
Customer Experience Team Lead
CARS24 Australia
06.2021 - 06.2022
- Assisted in establishing remote contact centre and reducing process inconsistencies and effectively trained team members on best practices and protocols.
- Responded to high volume of incoming calls utilising listening and communication skills to identify customer problems, needs, and opportunities.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Reservations Supervisor
Accor Hotels
01.2021 - 07.2021
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Monitored customer reviews and NPS to maintain satisfaction and provide superior customer service.
- Provided customers with information about availability and pricing.
- Handled day-to-day accounting processes to maintain financial accuracy.
Guest Services Agent
Accor Hotels
06.2018 - 01.2021
- Welcomed guests on arrival, displaying professional and friendly approach.
- Maintained consistent positive customer feedback.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
Education
Bachelor of Business - Financial Planning And Human Resource Management
Swinburne University of Technology
Hawthorn11.2020
Skills
- Lead Prospecting
- Customer Needs Assessment
- Pitching products and services
- Business Development
- Critical thinking
- Insurance Products
- Verbal and Written Communication
- Customer Satisfaction
- Coaching and Training
- KPI Management
- Maintenance of HubSpot CRM system
- Time management
Timeline
Finance & Business Manager
CARS24 Australia
06.2022 - Current
Customer Experience Team Lead
CARS24 Australia
06.2021 - 06.2022
Reservations Supervisor
Accor Hotels
01.2021 - 07.2021
Guest Services Agent
Accor Hotels
06.2018 - 01.2021
Bachelor of Business - Financial Planning And Human Resource Management
Swinburne University of Technology
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