Joshua Ribeiro
Summary
Professional experienced agent with a passion for customer service, training and Superannuation. A fast and committed learner, organised, with attention to detail. Goal oriented with excellent time management and interpersonal skills, who thrives in creative and collaborative environments. Demonstrated leadership experience, strong communication skills, works well under pressure and enjoys being challenged in all aspects of work.
Overview
12
12
years of professional experience
Work History
Subject Matter Expert
Macquarie Bank
02.2024 - 05.2024
- Develop and build consultant knowledge, through interactions in SME channels
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Demonstrated strategic thinking and problem solving through technical and product knowledge
Key Contact Consultant
Macquarie Bank
08.2022 - 02.2024
- Collaborated with internal teams to successfully deliver comprehensive solutions for clients.
- Enhanced communication among team members, fostering a collaborative and supportive work environment.
- Streamlined communication processes for improved efficiency in handling customer inquiries.
Wealth Service Consultant
Macquarie Bank
11.2022 - 08.2023
- Enhanced customer satisfaction by addressing and resolving service-related issues promptly.
- Streamlined service processes for increased efficiency and improved customer experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Superannuation Consultant
Insignia Financial
05.2022 - 10.2022
- Managed end to end requests such as withdrawals and switches across various products
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Manage day to day volumes and prioritising requests to meet our service level standards
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Customer Service Specialist
Insignia Financial
11.2020 - 04.2022
- Handling client enquires relating to superannuation, investments and insurance products
- Answered average of 40 calls per day, addressing customer inquiries, solving problems and providing product information
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions
- Assisted as Knowledge Coach, point of contact for call centre agents providing accurate product information to assist their calls.
Customer Service Manager
Coles
04.2020 - 11.2020
- Resolved customer complaints while prioritising customer satisfaction
- Implemented daily operating procedures to keep front of store clean, adequately stocked and well-organized
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly
- Set and updated weekly work schedules to meet coverage demands.
Department Manager
McDonald's
01.2017 - 01.2020
- Implemented daily operating procedures to keep store clean, adequately stocked and well-organised
- Recruited, hired and trained new team members
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, promotions and individual team members strengths
- Resolved customer complaints while prioritising customer satisfaction
- Oversaw inventory system and maintained efficiency in fast-paced environment.
Customer Service Specialist
HCF Insurance
02.2012 - 12.2016
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Answered average of 70 calls per day, addressing customer inquiries, solving problems and providing product information
- Offered internal and external customers first-rate customer service to maximize satisfaction
- Performed duties in accordance with applicable standards, policies and regulatory guidelines
- Provided information about available life insurance products and converted into sales.
Education
Bachelor of Sports Business -
The Australian College of Physical Education
Sydney, NSW01.2018
Higher School Certificate -
Casimir Catholic College
Sydney, NSW01.2010
Skills
- Time Management
- Client First Approach
- Work Prioritisation
- Creative Solutions
- One Call Resolution
- Teamwork and Collaboration
- Strategic Thinking
- Leading Employees
- MS Office
- CRM Systems
Timeline
Subject Matter Expert
Macquarie Bank
02.2024 - 05.2024
Wealth Service Consultant
Macquarie Bank
11.2022 - 08.2023
Key Contact Consultant
Macquarie Bank
08.2022 - 02.2024
Superannuation Consultant
Insignia Financial
05.2022 - 10.2022
Customer Service Specialist
Insignia Financial
11.2020 - 04.2022
Customer Service Manager
Coles
04.2020 - 11.2020
Department Manager
McDonald's
01.2017 - 01.2020
Customer Service Specialist
HCF Insurance
02.2012 - 12.2016
Bachelor of Sports Business -
The Australian College of Physical Education
Higher School Certificate -
Casimir Catholic College
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