Matthew Espino
Berkeley,Australia
Summary
Dedicated Customer Relations expert with knowledge of energy industry best practices. Committed to maintaining professional relationships to increase customer satisfaction and provide fair and reasonable outcomes.
Overview
12
12
years of professional experience
Work History
Head Trainer Customer Relations (Simply Energy)
Probe Asia Pacific Pty Ltd
08.2021 - Current
- Improved employee performance by designing and implementing effective training programs to upskill complaints managers into the Customer Relations team.
- Enhanced trainee engagement through interactive workshops, hands-on activities and demonstrations.
- Engaging in workshops with Ombudsman schemes to engage with peers within the energy industry to share knowledge.
- Developed customised training materials for the energy industry, ensuring trainees are educated on key rules and regulations and industry best practices.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, with the aim of reducing future complaint numbers and potential Ombudsman cases.
- Comprehensive formal written communication workshops to align written responses to the standards expected by Ombudsman schemes and regulatory bodies.
Customer Relations Investigations (Simply Energy)
Probe Asia Pacific Pty Ltd
01.2022 - Current
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner through verbal and formal written communication.
- Developing strong relationships with energy industry stakeholders, resulting in streamlined information gathering and outcome delivery timeframes.
- Applying critical problem solving skills, balancing business critical outcomes with consideration of energy industry specific rules and regulations.
- Liaising with clients, Ombudsman schemes, and key industry stakeholders to collaboratively present outcomes aligned to energy industry best practices.
- Key focus on task prioritisation to ensure industry set deadlines and service level agreements are met, to prevent further impacts to the customer's experience.
- Analysis of national and state level laws and regulations, to ensure provided outcomes are compliant.
Customer Relations Entry Level (Simply Energy)
Probe Asia Pacific Pty Ltd
08.2021 - 01.2022
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner through verbal and formal written communication.
- Developed strong relationships with clients, resulting in increased customer retention and loyalty.
- Applying critical problem solving skills, balancing business critical outcomes with consideration of energy industry specific rules and regulations.
- Liaising with clients, Ombudsman schemes, and key industry stakeholders to collaboratively present outcomes aligned to energy industry best practices.
- Key focus on task prioritisation to ensure industry set deadlines and service level agreements are met, to prevent further impacts to the customer's experience.
Team Leader - Customer Advocacy (Simply Energy)
Probe Asia Pacific Pty Ltd
08.2020 - 08.2021
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
Team Leader - Customer Care (Simply Energy)
Stellar Asia Pacific Pty Ltd
09.2019 - 08.2020
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
Head Trainer Customer Advocacy (Simply Energy)
Probe Asia Pacific Pty Ltd
10.2018 - 08.2021
- Improved employee performance by designing and implementing effective training programs to upskill complaints managers into the Customer Advocacy team.
- Enhanced trainee engagement through interactive workshops, hands-on activities and demonstrations.
- Developed customised training materials for the energy industry, ensuring trainees are educated on key rules and regulations and industry best practices.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, with the aim of reducing future complaint numbers and potential Ombudsman cases.
Customer Advocacy Specialist (Simply Energy)
Stellar Asia Pacific Pty Ltd
10.2018 - 09.2019
- Enhanced customer satisfaction by promptly addressing and resolving complaints in a professional manner.
- Managed high volumes of customer complaints, ensuring timely and effective resolutions for improved customer retention.
- Conducted thorough investigations into complex energy account complaint cases to determine appropriate resolution strategies.
- Collaboration with internal and external energy industry stakeholders to identify root causes of complaints and implement process improvements.
- Implementation of effective objection handling techniques to manage complex customer complaints related to energy accounts.
Customer Care Specialist (Simply Energy)
Stellar Asia Pacific Pty Ltd
07.2018 - 10.2018
- Enhanced customer satisfaction by promptly addressing concerns related to energy accounts and billing enquiries.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Working to meet key metrics focused on consistently delivering effective and efficient customer service.
Tactical Data Remediation Officer
TAFE Illawarra
06.2016 - 04.2017
- Team based environment with autonomous workflow adaptability
- Remediation of student records - touch typist with high degree of accuracy
- Management of course and unit structures
- Database record handling
- Student systems support - working with children check obtained
- Handling of student transcripts and testamurs
- High volume data processing with strict deadlines.
Head Waiter
Trang's Vietnamese Restaurant
01.2015 - 12.2015
- Taking incoming calls for take-away orders, reservations and inventory management
- Greeting and seating eat-in customers - approachable & confident public speaker
- Taking orders from eat-in customers
- Clearing and setting tables
- Taking food and drinks to tables
- General cleaning duties
- Preparation of food dishes for presentation - barista course completed
- Market stall duties - Eat Street Wollongong
- Reconciliation of funds - good with numbers and money handling
- Banking profits after each shift
- Completed barista course.
Customer Experience Specialist
UBank (Subsidiary Of National Australia Bank)
10.2012 - 05.2013
- Taking incoming calls from customers - understanding & open minded
- Online banking support
- Instant messaging support
- Social media customer support
- Opening, closing, management of savings, transactional and term deposit accounts
- Banking password resets
- Outgoing warm calls to existing customers to follow up requests
- Service request escalations to appropriate service teams
- Stand-in 2IC to a floor manager
- Support of floor staff and coaching of new trainees
- Off-phone batch processing of transfers and requests
- Preparation and management of team meetings.
Data Entry Clerk
Grace Records Management
07.2012 - 09.2012
- Creating a digital representation of physical documents
- Barcoding and labelling of individual files into barcoded boxes for storage
- Scanning of file barcodes for database retrieval
- Moving and rearranging of warehouse palettes with palette jack
- Mapping and organising warehouse space
- Unloading and stacking of boxes onto palettes
- Business manager tasked me with the supervising and organising of workloads for a team of three data entry clerks to ensure efficient and effective work flow.
Store Sales Manager
Modern Rugs
05.2012 - 05.2012
- Sales, stocktake
- Manual carbon copy receipts
- Petty cash, end of day balancing, daily banking
- EFTPOS reconciliation
- Maintaining store appearance and setup.
Archivist - Temp Position
Grace Records Management
03.2012 - 04.2012
- Fisher Library restoration project University of Sydney
- Work in pairs/teams
- Sorting, cataloguing and archiving of library books
- Data entry
- Re-shelving and compacting books into smaller area
- Manual labour: boxing books, loading boxes onto dolly, loading onto truck
- I was appointed stand-in supervisor when the two supervisors were absent.
Education
Bachelor of Computer Science - Multimedia & Game Development - Computer Science
University of Wollongong
BSB42015 - Cert. IV in Leadership & Management - Business Services
The Australian College of Commerce & Management
Wollongong, NSW10.2021
BSB30215 - Cert. III in Customer Engagement - Business Services
The Australian College of Commerce & Management
Wollongong, NSW10.2019
Skills
- Knowledge of energy industry best practice
- Conflict resolution strategies
- Customer service
- Critical problem solving
Timeline
Customer Relations Investigations (Simply Energy)
Probe Asia Pacific Pty Ltd
01.2022 - Current
Head Trainer Customer Relations (Simply Energy)
Probe Asia Pacific Pty Ltd
08.2021 - Current
Customer Relations Entry Level (Simply Energy)
Probe Asia Pacific Pty Ltd
08.2021 - 01.2022
Team Leader - Customer Advocacy (Simply Energy)
Probe Asia Pacific Pty Ltd
08.2020 - 08.2021
Team Leader - Customer Care (Simply Energy)
Stellar Asia Pacific Pty Ltd
09.2019 - 08.2020
Head Trainer Customer Advocacy (Simply Energy)
Probe Asia Pacific Pty Ltd
10.2018 - 08.2021
Customer Advocacy Specialist (Simply Energy)
Stellar Asia Pacific Pty Ltd
10.2018 - 09.2019
Customer Care Specialist (Simply Energy)
Stellar Asia Pacific Pty Ltd
07.2018 - 10.2018
Tactical Data Remediation Officer
TAFE Illawarra
06.2016 - 04.2017
Head Waiter
Trang's Vietnamese Restaurant
01.2015 - 12.2015
Customer Experience Specialist
UBank (Subsidiary Of National Australia Bank)
10.2012 - 05.2013
Data Entry Clerk
Grace Records Management
07.2012 - 09.2012
Store Sales Manager
Modern Rugs
05.2012 - 05.2012
Archivist - Temp Position
Grace Records Management
03.2012 - 04.2012
Bachelor of Computer Science - Multimedia & Game Development - Computer Science
University of Wollongong
BSB42015 - Cert. IV in Leadership & Management - Business Services
The Australian College of Commerce & Management
BSB30215 - Cert. III in Customer Engagement - Business Services
The Australian College of Commerce & Management
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