Luke McMurray
FOOTSCRAY,VIC
Summary
Seasoned and talented Customer Care Team Leader with a background in customer service and retention.Strengths include conflict resolution, strategic planning, and unparalleled communication skills. Demonstrated ability to improve team productivity and customer satisfaction rates significantly, known for fostering strong relationships with customers, and improving business-customer communication channels.
Overview
17
17
years of professional experience
Work History
Customer Care Team Leader
TPC Australia
Melbourne, Australia
03.2019 - 12.2025
- Spearheaded responding to and delegation of all inbound message inquiries from customers via website in-box live chat platform and Zendesk - Total daily average of 324 tickets
- Managed 30% of all complex customer issues and complaints, and was the leading hand in driving the dispute resolution process
- Provided timely feedback on individual performance in order to help employees reach their full potential.
- Directed and coordinated customer care teams to effectively meet customer service goals.
- Held weekly meetings with staff to discuss progress towards departmental goals.
Customer Service Representative
TPC Australia
Melbourne, Victoria
02.2013 - 02.2019
- Handle, on average, 40 incoming calls per day,
- Managed and cultivated a core group of two.
- Maintained detailed records of customer interactions, transactions, and comments for future reference.
- Identified opportunities for upselling additional products or services based on customer needs.
Key Account Manager
Vital Office
Carrum Downs, Victoria
04.2009 - 01.2011
- Developed and implemented key account plans to meet customer needs and increase company profitability.
- Achieved and exceeded sales targets for key accounts through effective planning and execution.
- Managed account portfolios, keeping detailed records of account activities, transactions, and progress.
Education
Australian Political Science -
Melbourne University
Parkville01.1997
Year 12 VCE -
Peninsula Boys Grammar
Mt Eliza01.1996
Skills
- Emotional Intelligence
- Critical Thinker
- CRM Management - Expert
- Complex Conflict Resolution - Expert
- Empathy and patience
- Senior leadership support
- Positive persuader
- Outstanding communication skills
- Skilled outbound salesperson
- Affable team player
- Multiple Screens - Advanced
- Microsoft Office - Advanced
Hobbies and Interests
- Football - I still play, approaching 250 games. 48 VFA
- Sports - Carlton AFL, Celtics NBA, Arsenal EPL, Storm & Manly NRL
- Music - currently on a journey thru 1990's dance
- I have three teenage sons 19, 17 & 15.
Accomplishments
- TPC Employee Of The Year (Customer Serbvice Management) - 2020, 2023
- Overall TPC Employee Of The Year (Highest NPS) 2015, 2017
- Managed and Recorded TPC's Largest Ever Sale - $456,695 (Dept Transport NSW
Timeline
Customer Care Team Leader
TPC Australia
03.2019 - 12.2025
Customer Service Representative
TPC Australia
02.2013 - 02.2019
Key Account Manager
Vital Office
04.2009 - 01.2011
Australian Political Science -
Melbourne University
Year 12 VCE -
Peninsula Boys Grammar
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