LUKE MCMURRAY
Customer Care Professional
FOOTSCRAY,VIC
Summary
An organised, results-oriented Customer An organised, results-oriented Customer Service Professional with an excellent track record of significantly increasing service quality, sales, and customer base. Outstanding communication, relationship-building, and influencing skills; competent in building customer relationships that inspire confidence and loyalty. A highly efficient individual with extensive complex customer conflict resolution experience, able to adapt well to new environments and learn new processes quickly.
Overview
23
23
years of professional experience
Work History
Senior Customer Care Consultant
TPC Australia
Melbourne
10.2013 - 02.2023
- Handled an average of fifty-five daily incoming calls from customers across Australia
- TPC’s customers ranged from
- From large businesses such as Santos & Crown Resorts to government departments such as the Departments of Transport and Finance & Melbourne High School to the local preschool or home office user
- Experienced in working towards and meeting personal KP ls - First Call Resolution, NPS, Customer Retention, AHT, Abandonment
- Achieved average First Call Resolution (FCR) rate of 84% for the past three years
- Responsible for the response and allocation of daily sales email inquiries to the main company inbox – around 90 per day
- Handled 30% of all complex customer issues and complaints and was the leading hand in the dispute resolution process
- Recorded the content of conversations and proposed actions to provide a clear audit trail in cases of significant escalations.
Sales & Key Account Manager
Vital Office Group
01.2008 - 06.2013
- Tasks
- Manage, maintain, and cultivate a core group of over two hundred important key medium commercial and government accounts
- Achieve a daily sales target of $12,000 per day and a monthly budget of $770,000 with a GP of 30%
- Handle on average sixty incoming calls per day & conduct ten outgoing cold calls per day
- Increase 'peripheral sales' by 1 0% each month and achieve an overall product mix of 40/30/20/1 0
- Assist in developing major sales campaigns and producing relevant marketing material that was relevant to my base
- Compile a monthly report on the general market by 'taking the temperature' of major players and competitors
- Resolve four hundred+ weekly customer inquiries via phone and email, consistently exceeding targets
- Reason for leaving: Left of own accord.
Victorian Customer Service Manager
Ram Paper & Office Products
Carrum Downs
04.2000 - 01.2007
- Oversee the day-to-day running of a customer service team of fifteen other staff
- Ensure all staff consistently met and exceeded all company KPls - NPS, First Call, AHT
- Wait time, Overall Satisfaction
- Manage and cultivate a group of fifty key large corporates such as Crown Casino, Toll Holdings, Dept of Treasury, and Monash Uni
- Developed and implemented standard operating procedures to maintain a monthly quality service level that averaged 90% and above
- Reason for leaving: Company buyout.
Education
Batchelor of Political Science -
High School Diploma -
04.2001 -
Skills
Skilled outbound salespersonAffable team playerComplex conflict resolution
15 Years experience
Outstanding communication skillsComplex conflict resolution
CRM Management
MYOB -Advanced
Xero - Intermediate
Attache - Advanced
Microsoft Office- Advanced
Mutiple screens - Advanced
Accomplishments
- Maintained a customer satisfaction rate of 95% for 2019, 2021 & 2022.
- Achieved the largest single sale in TPC Australia' 28 year history - $198,100 worth of printer hardware & consumables to NSW Dept of Education (2017)
- Reached 114% quota attainment for FY 2021 & 110% quota for FY 2022
- Collaborated in designing a staff training manual and query referencing manual which increased the speed of Helpdesk query resolution by 21% over 12 months.
- Co-designed with a team of three experienced staff to produce a ten page proposal to HR & company board regarding TPC's onboarding process reducing it from 5 months to 3 months
Timeline
Senior Customer Care Consultant - TPC Australia
10.2013 - 02.2023
Sales & Key Account Manager - Vital Office Group
01.2008 - 06.2013
Peninsula Boys Grammar - High School Diploma,
04.2001 -
Victorian Customer Service Manager - Ram Paper & Office Products
04.2000 - 01.2007
University of Melbourne, Peninsula Boys Grammar School - Batchelor of Political Science,