Matthew de Penha
DONCASTER EAST,VIC
Summary
Over 14 years of customer service and sales experience across diverse industries. Demonstrated ability to drive sales growth and enhance organizational profitability. Committed to delivering personalized customer experiences while maintaining high delivery standards. Holds a Certificate IV in frontline contact management, competitive systems, and business administration.
Overview
10
10
years of professional experience
Work History
Customer Service Officer
Banyule City Council
Greensborough, VIC
03.2025 - Current
- Assisted customers, residents, businesses, and community members in engaging with council services.
- Answered general questions while processing payments promptly.
- Streamlined interactions to enhance customer satisfaction and service delivery.
- Resolved issues by connecting clients with essential departments and local services for:
- Infrastructure and utilities - Waste, recycling, signs, roads, footpaths, transport, parks, gardens, drains, water, stormwater, and street lighting.
- Planning and Development - Planning, building approvals, bonds, zoning and land use, parking and building permits.
- Community Services - Libraries, sports, leisure facilities, family, child, aged care services, health, safety and animal management.
- Other Responsibilities - Local laws, emergency management, community engagement and representing the community.
Customer Service Officer/Collections Agent
Civica Justice Services
Melbourne CBD, VIC
06.2021 - 11.2024
- Managed high volume of incoming calls, achieving first call resolution rates exceeding targets.
- Identified customer needs and provided tailored options aligned with policies and procedures.
- Facilitated fine payment processing while adhering to established guidelines.
- Ensured completion of follow-up actions, including outbound calls to customers.
- Maintained accurate electronic records of all customer interactions for reference and compliance.
- Referred customers to external resources as necessary to address specific issues.
- Participated in training activities to enhance skills and adapt to evolving role requirements.
- Delivered service in accordance with Department of Justice and Community Service principles.
Customer Service Representative
13CABS
Oakleigh , VIC
01.2017 - 01.2020
- Managed inbound and outbound calls while processing passenger bookings according to standard procedures.
- Handled high-volume customer bookings efficiently using online booking system focused on customer needs.
- Built rapport with customers quickly through open and approachable communication.
- Ensured data accuracy by employing an error-checking system in all input processes.
- Oversaw major corporate client accounts, including TAC and Worksafe, to maintain satisfaction.
- Demonstrated flexibility by re-prioritizing tasks and accepting new responsibilities as needed.
- Adapted to last-minute job rotations to alleviate call center traffic bottlenecks.
Customer Service Representative
Smart Heath Australia
Elsternwick, VIC
01.2016 - 01.2017
- Executed outbound calls and customer service for Autism Spectrum Aust, Baker IDI Institute, and others.
- Conducted fundraising activities in compliance with company policies and contract obligations.
- Disclosed information in accordance with confidentiality and privacy laws.
- Gathered factual information and opinions from various sources to inform strategies.
- Negotiated terms of sale proactively to secure sales opportunities.
- Collaborated with teams across business areas to enhance KPI progress.
Customer Service Representative
Apple Marketing
Melbourne CBD, VIC
06.2015 - 12.2015
- Conducted outbound calls for charity organizations, including Heart Foundation and Red Cross.
- Utilized communication skills to de-escalate conflicts effectively.
- Facilitated consensus between customers and company deliverables.
- Documented important records using IT systems accurately.
Education
CERT IV - Frontline Management
BAWM GROUP
01-2015
CERT IV - Competitive Systems and Practices
BAWM GROUP
01-2015
CERT IV - Business Administration
BAWM GROUP
01-2015
Skills
- Computer systems and data entry
- Community engagement
- Customer relationship management
- Team collaboration
- Time management
- Active listening
- Issue research and resolution
- Complaint handling
- CRM software proficiency
- Database research
- Inbound and outbound communication
- Customer satisfaction measurement
- Proofreading skills
- Prioritization strategies
- Written and oral communication
- Customer service excellence
- Sales expertise
- Visual merchandising skills
- Marketing knowledge
References
Upon request.
Timeline
Customer Service Officer
Banyule City Council
03.2025 - Current
Customer Service Officer/Collections Agent
Civica Justice Services
06.2021 - 11.2024
Customer Service Representative
13CABS
01.2017 - 01.2020
Customer Service Representative
Smart Heath Australia
01.2016 - 01.2017
Customer Service Representative
Apple Marketing
06.2015 - 12.2015
CERT IV - Frontline Management
BAWM GROUP
CERT IV - Competitive Systems and Practices
BAWM GROUP
CERT IV - Business Administration
BAWM GROUP
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