Summary
Overview
Work History
Education
Skills
References
Hobbies and Interests
Languages
Accomplishments
References
Timeline
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Matthew Hiebler

Liverpool,NSW

Summary

Dynamic professional with a proven track record in surpassing sales targets at Smart Group Corporation by 20%. Skilled in CRM proficiency and persuasive communication, adept at leading teams to achieve exceptional business growth. Demonstrates strong business acumen and a commitment to continuous improvement, enhancing customer experience through strategic sales analysis and effective leadership.

Overview

15
15
years of professional experience

Work History

Sales Consultant

Smart Group Corporation
10.2022 - Current
  • Achieving desired sales outcomes
  • This includes meeting sales targets, maximising vehicles sales through the company, vehicle procurement program, delivering agreed sales conversions of upsell and cross-sell products
  • Deliver agreed KPI’s for business units and complete regular reporting processes accurately
  • Perform various administrative activities supporting the overall team effectiveness and its ability to achieve targets
  • Champion continuous improvement - Contribute to the identification of improvement opportunities, propose solutions and support the implementation of efficiencies with a focus on creating efficiencies, supporting business growth and enhancing the customer experience
  • Be a role model for SmartGroup values and behaviours
  • Model our values through behaviours that consistently cultivate a strong culture of performance, collaboration, integrity, personal growth and service excellence

Case Assessor

Momenta
06.2022 - 12.2022
  • I was previously employed with Momenta Associates on a 4-month temporary contract (that was extended due to high level performance) as a Case Assessor, where I was responsible for:
  • I used Salesforce, Xplan, Voyager, CommSee to carry out the Service review in line with Service Review and Remediation priorities
  • Verify and validate the completeness of case files in line with the prescribed process guidance
  • Achieve or exceed performance targets in relation to quality and productivity for cases allocated
  • I was able to Exceed KPI’s by 20%
  • Investigate and document discrepancies identified whilst maintaining confidentiality
  • Working as a member of a team to ensure personal and team objectives and service standards are consistently achieved
  • Support a specific financial services investigation using CRM systems, providing support to a high level of accuracy

Team Leader

Department of Communities and Justice (Housing NSW)
10.2021 - 10.2022
  • Lead a contact centre team, including regular coaching, support, debriefing opportunities and relevant performance management practices to ensure consistent quality service delivery provision to clients that meet agreed timelines
  • Coordinate day to day contact centre team operations ensuring business objectives are met, service levels are achieved, workload processed within expectations and that teams are performing efficiently
  • Interpret and communicate agency and contact centre business objectives, polices and directives to own team, facilitating engagement and guiding the team in delivering objectives in alignment with business unit and organisational goals
  • Provide subject matter expertise, coordination, management and escalation for identified incidents or issues in line with DCJ Policy and procedures
  • Work collaboratively across contact centre units to respond in real time to emerging issues, providing efficient solutions, seeking direction and guidance in order to develop better processes and approaches to work
  • Provide a safe workplace, consult with OHS representatives on OHS issues, ensure OHS incidents and hazards are investigated, promote OHS awareness and ensure OHS training is undertaken by staff
  • Work closely with the workforce management and Real Time teams to identify any risks to achieving Service Level Agreements including coordinate remediation if applicable

Client Service Officer (CSO)

Department of Communities and Justice (Housing NSW)
11.2016 - 10.2021
  • Responds to phone enquiries from Housing NSW clients and members of the public and provides accurate and appropriate information about Housing NSW products and services, as well as those offered by key stakeholders, to enhance client awareness of services and products which meet their immediate and complex needs
  • Makes an assessment based on the information provided to determine eligibility for Housing NSW products and Services
  • Review and process applications either electronically and/or over the phone and determine eligibility for products/services
  • Review cases that have previously been actioned, to review as to whether outcome provided was correct and in line with policy
  • If an error is identified, re-assess and provide appropriate outcome
  • Initiates, coordinates, and prioritises actions in response to calls from clients, members of the public and other relevant stakeholders
  • Undertakes outbound calls to clients to facilitate the completion of specialised and ad-hoc projects including client wellbeing checks such as the Keeping In Touch project
  • Undertakes service quality checks and follow-up referrals, applications and tenancy/housing related issues
  • Maintains call records, system entries and client/service databases in line with record management guidelines to ensure that information is accurate and up to date
  • Provides administrative support including correspondence processing and reporting to facilitate the completion of contact centre’s endorsed work
  • Demonstrates a commitment to employment equity and diversity, work health and safety (WHS), risk management and ethical practices
  • Consistently exceeded workplace KPI’s by 40% whilst maintaining quality scores that exceeded KPI’s

Housing Assistant

Department of Communities and Justice (Housing NSW)
04.2016 - 11.2016
  • Responding to phone enquiries from Housing NSW clients and the general public and providing accurate and appropriate information about Housing NSW products and services which meet their immediate and complex needs
  • Initiating, coordinating and prioritising actions in response to calls from clients, members of the public and other relevant stakeholders
  • Undertaking outbound calls to clients in order to facilitate the completion of specialised and ad-hoc projects including client wellbeing checks such as Keep In Touch Project
  • Maintaining records, system entries and client/service databases in line with records management guidelines to ensure that information is accurate and up to date
  • Providing and undertaking administrative support including correspondence processing and reporting to facilitate the completion of contact centre endorsed work

Manager

Hog’s Breath Café
01.2015 - 04.2016
  • Managing staff including describing and assigning tasks
  • Dealing with and resolving staffing matters including complaints and communication issues and mediating where required
  • Assessing staff against Key Performance Indicators to measure performance
  • Training and retraining staff in a range of front of house duties
  • Opening and closing the Restaurant
  • Dealing with customer complaints and managing customer expectations
  • Ordering stock
  • Preparing Rosters to ensure adequate coverage across all shifts
  • Ensuring all jobs are completed and targets met
  • Training and coaching staff to achieve higher sales as well as improving communication and negotiation skills
  • Providing excellent customer service, including seating customers and processing orders electronically
  • Taking phone bookings and orders
  • Using computer consoles including Mac system and Windows interface system

Waiter and Bar Attendant

Hogs Breath Café
01.2014 - 01.2015
  • One year Hospitality experience.

Waiter and Bar Attendant

Santos Restaurant
12.2012 - 01.2014
  • Over one year of Hospitality experience.

Sales and Administrative Assistant

Ultimate Mortgage Consultants
06.2010 - 12.2012
  • Two years of sales and admin experience.

Education

Master of Applied Finance -

Western Sydney University
Sydney, NSW
12.2024

Master of Business Administration -

Western Sydney University
12.2022

Bachelor of Business and Commerce - Management Major

Western Sydney University
12.2018

Bachelor of Arts - History Major, English Sub major

Western Sydney University
12.2018

Skills

  • Salesforce Management
  • Experience with Xplan
  • Experience with CommSee
  • Expertise in Voyager
  • Experience with SAP
  • Citrix
  • HOMES
  • TRIM
  • Microsoft Office
  • Cisco Jabber
  • CIMS
  • TagIT Proficiency
  • Semantics
  • Philosophy
  • Psychology
  • Business Acumen
  • Economics
  • Ju-Jitsu
  • Judo
  • Archery
  • Gym
  • Closing techniques
  • Lead generation
  • Sales analysis
  • CRM proficiency
  • Persuasive communication
  • Profitable Day Trader of Forex/Commodity markets

References

Available upon request.

Hobbies and Interests

  • Semantics
  • Philosophy
  • Psychology
  • Business & Finance
  • Economics
  • Ju-Jitsu/ Judo
  • Archery
  • Gym

Languages

German
Full Professional

Accomplishments

I am a member of the Golden Key Society.

References

References available upon request.

Timeline

Sales Consultant

Smart Group Corporation
10.2022 - Current

Case Assessor

Momenta
06.2022 - 12.2022

Team Leader

Department of Communities and Justice (Housing NSW)
10.2021 - 10.2022

Client Service Officer (CSO)

Department of Communities and Justice (Housing NSW)
11.2016 - 10.2021

Housing Assistant

Department of Communities and Justice (Housing NSW)
04.2016 - 11.2016

Manager

Hog’s Breath Café
01.2015 - 04.2016

Waiter and Bar Attendant

Hogs Breath Café
01.2014 - 01.2015

Waiter and Bar Attendant

Santos Restaurant
12.2012 - 01.2014

Sales and Administrative Assistant

Ultimate Mortgage Consultants
06.2010 - 12.2012

Master of Applied Finance -

Western Sydney University

Master of Business Administration -

Western Sydney University

Bachelor of Business and Commerce - Management Major

Western Sydney University

Bachelor of Arts - History Major, English Sub major

Western Sydney University

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Matthew Hiebler