Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

MACRINA MATTHEWS

Melbourne,VIC

Summary

Personable, friendly and solution-oriented Customer Service Representative with over 5 years of experience in service and support. Customer-focused team player offering expertise in conflict mediation and time management. Dedicated to customer loyalty and satisfaction. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Acting Team Leader

i-Med
Melbourne, Victoria
04.2025 - Current
  • Coach, mentor, and train team members in order to improve their job performance.
  • Work successfully with other teams and stakeholders to accomplish goals, and address issues to achieve KPIs.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Create and maintain a positive work environment for employees.

Contact Center Agent

I-Med Radiology
Melbourne , VIC
01.2023 - Current
  • Answered incoming calls & outbound calls and provide highest level of professionalism and knowledgeable service to every patient.
  • Call and schedule patients for appointments, maintain records, ask accurate health questions and provide accurate billing information.
  • Developing and maintaining rapport with patients, referrers & staffs.

2IC Manager

I-med Radiology
Melbourne, VIC
11.2023 - 04.2025
  • Monitored staff performance and addressed issues.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Conducted quality, timely performance feedback and performance appraisals.
  • Coordinated with other departments to ensure smooth workflow.

CLIENT SERVICE COORDINATOR

PRESTIGE IN HOME CARE
Moorabin
09.2022 - 12.2022
  • Accurately rostering care staff who are " best match " to offer appropriate care by tailoring it to the clients needs.
  • Building rapport between clients and carers.
  • Client focused and ensuring clients needs are met.
  • Ensuring timely communication about schedules with clients and direct staff.

CUSTOMER RELATIONSHIP ADMINISTRATOR

NCML
MELBOURNE, VIC
03.2022 - 09.2022
  • Answered telephones to take messages or redirect calls to appropriate colleagues.
  • Mail Management - sort and distribute mail on a daily basis.
  • Providing general administration support to all staff.
  • Take overflow/help with calls during busy period.
  • Assist with any queries for Internal and External Clients.
  • Complete and Action reports on a daily basis
  • Addressed inquiries from clients and department team members.

Customer Relationship Manager

NCML
MELBOURNE, VIC
04.2021 - 03.2022
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Established solid record of maintaining consistent performance and quality levels.
  • Contacted debtors through email, telephone and mail contact to begin collections process.
  • Collected payment from customers based on outlined payment plans and business standard operating procedures to prevent collections issues and overly aging accounts.
  • Overcame objections by applying advanced training and persuasion techniques.
  • Addressed inquiries from clients and department team members.

Customer Service Representative

SERCO
MELBOURNE, VIC
07.2018 - 04.2021
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

SUBWAY MEMBER

TEAM MEMBER
03.2018 - 07.2018
  • Greeted customers and cultivated positive experiences in line with company standards.
  • Took orders from patrons and input selections into store computer system.
  • Kept restaurant lobby, front counter and restrooms neat and clean throughout shift.
  • Demonstrated proper food safety practices by accurately completing quality control checklist.
  • Organized and restocked supplies to support operations and team productivity.

Education

Diploma of Health Science -

Chisholm Institute
01.2017

Personal Service Assistant, Careers Australia -

01.2015

Skills

  • Adaptive Team Player
  • Call Center Operations
  • Problem-Solving Abilities
  • Inbound and Outbound Calling
  • Attention to Detail/Time Management
  • MS Office
  • Verbal and Written Communication
  • Customer Service
  • Reporting and Documentation

Accomplishments

  • Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
  • Consistently maintained high customer satisfaction ratings.
  • Won company award for personal performance.

Certification

  • HERO AWARD - Winner of the OUTSTANDING LEADERSHIP AWARD ( Feb 2024 )

Timeline

Acting Team Leader

i-Med
04.2025 - Current

2IC Manager

I-med Radiology
11.2023 - 04.2025

Contact Center Agent

I-Med Radiology
01.2023 - Current

CLIENT SERVICE COORDINATOR

PRESTIGE IN HOME CARE
09.2022 - 12.2022

CUSTOMER RELATIONSHIP ADMINISTRATOR

NCML
03.2022 - 09.2022

Customer Relationship Manager

NCML
04.2021 - 03.2022

Customer Service Representative

SERCO
07.2018 - 04.2021

SUBWAY MEMBER

TEAM MEMBER
03.2018 - 07.2018

Diploma of Health Science -

Chisholm Institute

Personal Service Assistant, Careers Australia -

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MACRINA MATTHEWS