Matthew Burgess
Sydney,NSW
Summary
Experienced Customer Support Team leader bringing 3 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
9
9
years of professional experience
Work History
Head of Customer Support
3Twelve Capital
07.2022 - Current
- Recognized escalation needs and connected customers with advanced support staff.
- Troubleshot problems with software, hardware and networking for users.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Crafted intelligent, professional responses to emailed and web customer questions.
- Tracked changing software and technologies with potential to impact customer requirements.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Customer Service – Accounts and Security Support Team Leader
FTX
01.2021 - 07.2023
- Monitored employee performance to identify areas for improvement and additional training needs.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
- Led and executed customer support team strategy to reach company support goals.
- Communicate with a large variety of stakeholders via Zendesk, Telegram, Slack, Front, Teams and Telecom
Customer Relations Officer
Mercer Administration Services
02.2020 - 01.2021
- Built effective relationships with relevant client stakeholders and liaise, communicate, and coordinate activities, resolve issues, and respond to requests from stakeholders
- Identified risks associated with services provided and recommended remedial action through appropriate channels
- Functioned as a conduit and facilitation point between the client and internal teams that require client consideration or decisions
- Prepared written correspondence that is well-structured, easy to follow, and consistent with corporate policies and communication protocols
- Prepared detailed financial reports in a timely manner and informal reports as required in line with stakeholder expectations
- Maintained appropriate record systems to ensure the accurate, timely and safe storage of information
- Adopted a team approach to ensure all tasks are completed in accordance with relevant service standards and accurately; actively contribute to a positive, productive, and cooperative working environment; actively participate in team meetings and performance development processes
- Maintained an up-to-date knowledge and understanding of relevant legislation, scheme rules, processes, and practices
- Used fund rules, legislation, and relevant working knowledge to assist in the review of processes, procedures and other relevant documentation; highlight operational risks and contribute to solutions and controls with other teams in accordance with the relevant operating procedures
Customer Relations Officer
Steadfast Life
07.2018 - 12.2019
- Delivered comprehensive service to customer enquiries
- Delegated specific customer enquiries to the relevant team
- Managed a large volume of incoming calls and emails
- Managed customer accounts
- Documented and maintain a record of customer interaction and details of actions taken
- Regularly updates to clients regarding the progress of their insurance applications
- Developed open channels of communication between clients and other staff members
- Generated potential sale leads, and building sustainable relationships as necessary
- Reported back on results to senior staff
- Performed cost-benefit analyses for existing and potential customers
- Maintained positive business relationships to ensure ongoing business
Admin Assistant
Pulayana Engineering
01.2017 - 12.2017
Swimming Pool Lifeguard
Mid-Western Regional Council
11.2014 - 02.2016
Education
Bachelor of Commerce - Finance and Financial planning
University of Wollongong
Wollongong, NSW2018
High School Certificate -
Mudgee High School
Mudgee, NSW2014
Skills
- Leadership
- Financial Knowledge
- Customer Service
- Communication
- Problem Solving
- Technical Proficiency
- Data Analysis
- Adaptability
- Conflict Resolution
- Collaboration
- Strategic Thinking
Timeline
Head of Customer Support
3Twelve Capital
07.2022 - Current
Customer Service – Accounts and Security Support Team Leader
FTX
01.2021 - 07.2023
Customer Relations Officer
Mercer Administration Services
02.2020 - 01.2021
Customer Relations Officer
Steadfast Life
07.2018 - 12.2019
Admin Assistant
Pulayana Engineering
01.2017 - 12.2017
Swimming Pool Lifeguard
Mid-Western Regional Council
11.2014 - 02.2016
Bachelor of Commerce - Finance and Financial planning
University of Wollongong
High School Certificate -
Mudgee High School
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