Summary
Overview
Work History
Education
Skills
Working Rights
Interests
Timeline
CustomerServiceRepresentative

Matthew Hallett

Carlton

Summary

I am a compassionate, adaptable professional with several years of experience in online customer service, team leadership, and customer facing positions.

My career so far has been centred around clear communication, problem-solving, and supporting others - skills which I am now eager to apply in a more meaningful, people-focused environment.

I am deeply motivated to transition into a role that supports individuals facing challenges and I am equally open to administrative or customer-facing roles within organisations that share these values.

I bring strong interpersonal skills, a calm and empathetic manner, and a genuine drive to contribute to work that puts people first.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Xplor
03.2025 - Current
  • Assisted businesses with payment software related queries and resolved issues efficiently answering upwards of 120 emails + 30 phone calls a day.
  • Utilized CRM software to maintain detailed records of customer interactions.
  • Collaborated with team members to enhance service delivery and customer satisfaction.
  • Adapted quickly to new tools and systems, enhancing overall productivity.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Team Leader

Plugin Boutique
12.2023 - 12.2024
  • Led team in daily operations, assigning work and ensuring the quality of output.
  • Monitored workflow efficiency, identifying areas for improvement and implementing effective solutions.
  • Facilitated communication between team members, promoting collaboration and a positive work environment.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.

Customer Service Agent

Plugin Boutique
06.2021 - 12.2023
  • Resolved customer inquiries efficiently, ensuring high satisfaction levels and fostering positive relationships.
  • Answered technical support questions regarding music software ranging from 50-100 issues per day.
  • Implemented process improvements that streamlined operations and reduced response times for customer issues.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Talent Agent

National Youth Film Academy
05.2020 - 06.2021
  • Developed and maintained relationships with clients to understand their needs and preferences.
  • Coordinated schedules for auditions, meetings, and industry events to optimize talent exposure.
  • Provided constructive feedback to clients during audition preparation sessions, leading to improved performance results.
  • Established trust with prospective clients during initial consultations by demonstrating a clear understanding of their unique goals and aspirations.

Specialist

Apple
09.2017 - 12.2019
  • Resolved customer inquiries and issues through effective communication and problem-solving techniques.
  • Trained and mentored new team members on customer service protocols and best practices.
  • Developed comprehensive knowledge of products, services, and policies to support customer queries efficiently.
  • Collaborated with cross-functional teams to streamline operations and improve overall service delivery.
  • Monitored key performance indicators, providing insights for continuous improvement in service quality.

Sales Assistant

CEX
10.2016 - 09.2017
  • Assisted customers with product selections and inquiries to enhance shopping experience.
  • Maintained accurate inventory records using CEX's proprietary stock management system.
  • Processed transactions efficiently, ensuring compliance with company policies and procedures.
  • Resolved customer complaints promptly, fostering positive relationships and loyalty to brand.

Salesperson

Strum & Bass
04.2014 - 08.2016
  • Enhanced customer satisfaction through personalized service and product recommendations.
  • Managed inventory levels, ensuring optimal stock availability and organization.
  • Collaborated with team members to achieve monthly sales targets consistently.
  • Greeted customers, helped locate merchandise, and suggested suitable options.

Education

AS LEVELS - 4 SUBJECTS (GRADES B-C)

Rainham Mark Grammar School
Medway, UK
04-2014

Skills

  • Empathetic Communication - Skilled in active listening and supporting individuals with patience, understanding, and respect
  • Problem Solving - Experienced in resolving complex customer issues with a calm, solution-focused approach
  • Team Leadership - Brief experience leading a customer service team, supporting performance and morale
  • Adaptability - Able to work across diverse roles and environments, quickly learning new systems and approaches
  • Conflict Resolution - Confident managing difficult conversations and de-escalating tense situations
  • Organisational Skills - Strong time management and administrative ability, developed in fast-paced service settings
  • Client-Focused Mindset - Passionate about supporting individuals and delivering services that meet real needs
  • Cultural Sensitivity & Inclusion - Committed to creating respectful, inclusive spaces for people from all backgrounds

Working Rights

Dual Australian / British citizen with full rights to work in Australia.

Interests

I speak Japanese at a conversational level after living in Japan for a year and a half


I'm a musician with years of experience in bands and session work


I'm passionate about social issues such as inequality, racial discrimination, homophobia, transphobia and animal rights

Timeline

Customer Service Representative

Xplor
03.2025 - Current

Team Leader

Plugin Boutique
12.2023 - 12.2024

Customer Service Agent

Plugin Boutique
06.2021 - 12.2023

Talent Agent

National Youth Film Academy
05.2020 - 06.2021

Specialist

Apple
09.2017 - 12.2019

Sales Assistant

CEX
10.2016 - 09.2017

Salesperson

Strum & Bass
04.2014 - 08.2016

AS LEVELS - 4 SUBJECTS (GRADES B-C)

Rainham Mark Grammar School

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Matthew Hallett