Matthew Bernardin
George Town
Summary
Enthusiastic and ambitious customer service specialist with wide-spread transferable skills in management, sales, and operations. Exceptional ability to connect with people and understand their wants, needs, and desires while delivering legendary service on every interaction.
Enthusiastic and customer-focused Support Officer initiates and identifies action and analyzes options to facilitate service improvement. Demonstrates strong information management, data analytics skills and a proficient knowledge of SaaS platforms and integrations to present information in wide range of formats with excellent attention to detail. Conducts target setting, profiling and performance monitoring to meet priorities of business and customers.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Information Systems Support Officer
Serco
12.2024 - Current
- Create and maintain Issue Tracker for IT issues affecting the contract
- Troubleshoot hardware, software, application and virtual desktop faults via phone, screen sharing and remote access tools
- Investigate, develop and document solutions for emerging IT faults
- Liaise with multiple stake holders including Government Agency Service Desk and other ICT teams.
- Utilised ticketing systems in accordance with ITIL principles (Service Now, Jira)
- Created and maintained cloud based documentation portal for IT troubleshooting that is utilised by more than 100 staff. (SharePoint)
- Promoted IT based skills development and a culture of self-learning amongst other staff
- Developed coaching and training materials to up skill non technical staff
- Developed metrics and performance report for frontline IT Support Staff
- Develop and provide technical analysis reporting into current and emerging IT faults and their associated costs (Excel, PowerBI)
- Developed a framework regarding statistical analysis for high risk employee behaviour
- Collaborated with Team Leaders and Operations Managers in managing the compliance of employees engaging in high risk behaviour
- Brief senior contract and Serco corporate leadership on issues impacting the business as required
- Contributed to the development of policy/processes where necessary in an evolving IT landscape to combat emerging trends and a rise in high risk employee behaviour
- Assisted with workforce management through the management of rosters (Verint)
Customer Contact Officer
Serco
09.2024 - 12.2024
- Answer incoming calls, emails and messages to assists NDIA participants, support workers and providers to access and utilise the scheme
- Verify caller identity and adhere to privacy legislation regarding all enquiries
- Updates database/CRM to reflect changes to the status of participants, applicants, support workers and providers
- Handled sensitive health information in an empathetic manner
- Utilise policy to provider timely and correct answers to all relevant stakeholders
- Adhered to compliance and legislative requirements
- Submit applications and initiate change of circumstance applications to maintain the integrity of the scheme
- Floorwalker for contact team
- Utilized active listening to provide great customer outcomes
Customer Service Representative
Weploy
12.2023 - 04.2024
- Temporary contract employee
- Bupa Health Insurance - Digital Representative
- Took enquiries from public regarding health insurance
- Handled sensitive health information in an empathetic manner
- Utilized best value approach to recommend health insurance products
- Adhered to compliance and legislative requirements
- Utilized active listening to provide great customer outcomes
Tier 1 Technical Support Agent
Concentrix
01.2022 - 01.2023
- Identify, investigate, analyze and resolves users’ problems with computer software and hardware
- Fields support calls from users with inquiries regarding operating system configuration, connectivity, printing, and similar concerns
- Consults with users and use procedural knowledge base articles to identify and resolve problems
- Apply knowledge and troubleshooting procedures to solve unfamiliar problems
- Guide users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and screen sharing software in addition to verbal instructions
- Collaborated with other staff to research and resolve problems
Clerk Specialist / Supervisor
Vitalcare Pty Ltd
10.2019 - 04.2022
- Tier 2 Support Agent
- Answered alarms and triaged for medical emergencies
- Maintained accurate notes in the internal database
- Conducted testing of Vitalcare Alarm Pendants and Nurse Call Devices
- Conducted welfare checks on vulnerable clients
- Resolved billing and technical issues
- Supervised other Rosie Operators
- Developed training material for technical support by other Rosie Operators
- Confident and positive verbal and written communication skills
- Ability to work under pressure with competing demands within tight time schedules
- Able to work across a 24hr 7-day rotating roster
Tele Fundraiser
Ourtel Solutions
01.2018 - 06.2018
- Contact private individuals by telephone to solicit donations
- Delivered scripted sales pitch to potential donors
- Adjust scripted sales pitch to meet needs of specific individuals
- Obtained customer information including names and addresses
- Processed donations through various web portals
- Resigned to accept employment with Unity4
Data Entry Operator / Supervisor
NGT Marketing
10.2016 - 10.2017
- Excellent phone manner
- Exceeded personal and team KPI’s
- Kept records of all conversations and outcomes in call center database in a comprehensible way
- Managed a high volume of inbound and outbound calls in a timely manner
- Followed call center scripts appropriately
- Built sustainable relationships and engaged customers by taking the extra mile
- Achieved customer advocacy in line with business practices by adopting a compassionate and personable approach to conflict resolution
- Seized opportunities to upsell products when they arose
- Identified learning or coaching opportunities and delivered appropriate training
- Provided Quality Assurance feedback and performance assessments
- Answered agent questions regarding best practices for difficult calls
- Prepared call center representatives to respond to customer questions and complaints and troubleshoot problems with products
- Ensured agents understand and complied with all call center objectives, performance standards, and policies
- Developed and optimized call center procedures for Tier 1 agents
- Identified operational issues, developed, and pitched to solutions to management
- Collaborated with other supervisors to support agents and maximize customer satisfaction
- Audited e-commerce sales via MySQL queries, CSV, and Excel
- Left due to downsizing of company
Telemarketer
Weaver Media
08.2014 - 12.2014
- Made outgoing cold calls to sell print media advertising
- Researched prospective leads
- Drafted articles featuring targeted business to increase likelihood of sales
- Temporary position
Senior Sales Associate / Assistant Manager
EB Games
12.2007 - 04.2010
- Utilized sales techniques to meet KPI’s
- Undertook regular tasks to ensure merchandising and front of store was in order
- Point of sale operation / Cash handling
- Supervise the activities of staff to ensure completion of daily operational tasks
- Responsible for both opening and end of day as required
Education
Microsoft Certified AZ-900 - Azure Fundamentals
Pearson Vue
03-2025
AWS Certified Cloud Practitioner
Pearson Vue
02-2025
Apple Certified Support Professional
Pearson Vue
02-2023
Bachelor of Technology (Information Technology) -
Charles Darwin University
Darwin, NTDiploma - Information Technology (Software and Network Applications)
Southern Queensland Institute of TAFE
11-2003
Certificate IV - Workplace Trainer and Assessor
Southern Queensland Institute of TAFE
11-2003
Skills
- Professional phone communication
- Collaborative negotiation techniques
- Proficient in managing disputes
- Operational management
- Proficient in Apple and Windows ecosystems
- Technical Writing
- Technical Support
- Basic knowledge of Azure and Microsoft 365
- Jira task tracking
Certification
- National Police Clearance - Issued 2019, 2022, 2023, 2024
- Australian Government Security Clearance 2024 - Baseline
- Senior First Aid - St John’s Ambulance QLD
Languages
English
Native or Bilingual
Chinese (Mandarin)
Elementary
Timeline
Information Systems Support Officer
Serco
12.2024 - Current
Customer Contact Officer
Serco
09.2024 - 12.2024
Customer Service Representative
Weploy
12.2023 - 04.2024
Tier 1 Technical Support Agent
Concentrix
01.2022 - 01.2023
Clerk Specialist / Supervisor
Vitalcare Pty Ltd
10.2019 - 04.2022
Tele Fundraiser
Ourtel Solutions
01.2018 - 06.2018
Data Entry Operator / Supervisor
NGT Marketing
10.2016 - 10.2017
Telemarketer
Weaver Media
08.2014 - 12.2014
Senior Sales Associate / Assistant Manager
EB Games
12.2007 - 04.2010
Microsoft Certified AZ-900 - Azure Fundamentals
Pearson Vue
AWS Certified Cloud Practitioner
Pearson Vue
Apple Certified Support Professional
Pearson Vue
Bachelor of Technology (Information Technology) -
Charles Darwin University
Diploma - Information Technology (Software and Network Applications)
Southern Queensland Institute of TAFE
Certificate IV - Workplace Trainer and Assessor
Southern Queensland Institute of TAFE
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