Matthew McLauchlan
Sydney,NSW
Summary
Dynamic professional with a proven track record in optimising resource allocation and enhancing stakeholder engagement. Adept at problem-solving and ensuring safety in high-pressure environments, I successfully maximized operational productivity while maintaining customer satisfaction through effective communication and collaboration.
Overview
20
20
years of professional experience
Work History
Service Delivery Controller
Pacific National
North Sydney, NSW
01.2022 - Current
- Supervise train personnel in real-time situations governed by multiple enterprise accords.
- Oversaw the continuous operations in a live environment to ensure safety and efficiency.
- Oversaw adjustments to guarantee fulfillment of customer expectations.
- Maximized operational productivity by overseeing crew assignments.
- Collaborated with internal and external stakeholders to maintain timely services.
- Monitor and manage safety related issues
- Engage stakeholders for service recovery following disruptions.
- Optimized asset usage by efficiently allocating crew resources.
KYC Analyst
Westpac Group
Parramatta, NSW
01.2020 - 01.2022
- Execute comprehensive customer authentication processes for new business customers within Westpac Group.
- Performed detailed data collection by contacting customers, solicitors, and accountants to ensure accurate company ownership identification.
- Processed a variety of data sources including ASIC reports and customer-submitted details.
- Managed documentation workflow for efficient client interactions.
- Revised Westpac CRM to ensure correct information is logged.
Remediation Analyst
Westpac Group
Barangaroo, NSW
01.2020 - 01.2022
- Performed manual correction of client data.
- Gather customer data from multiple channels and validate against AML criteria.
- Ensured identification of incoming deals meeting AML requirements through coordination with business introducers.
Customer Operations Specialist
Olympus Australia
Macquarie Park, NSW
01.2016 - 01.2020
- Managed the end-to-end process for booking, invoicing, and administration of camera repairs.
- Streamlined data management through the digitization of forms and the creation of new workflows.
- Developed detailed repair estimates.
- Monitored and controlled inventory to ensure adequate supplies.
- Facilitated customer upgrades to latest camera models during service interactions.
- Addressed customer queries during in-store visits promptly.
- Provided customers with useful information about services and products.
- Kept inventory data current by partnering with the sales department.
- Coordinated and addressed client requests using multiple contact channels.
Customer Support Representative – Customer Support and Logistics
Olympus Australia
Macquarie Park, NSW
01.2016 - 01.2020
- Coordinate priorities with 3PL warehouse staff to guarantee timely dispatch of deliveries.
- Managed stock days by maintaining appropriate levels and scheduling.
- Verified sales orders to ensure adherence to approved pricing.
- Addressed inquiries related to sales and stock levels.
- Ensured accuracy in verifying and dispatching online orders.
Assistant Associate – Commercial Lending Product Management
Commonwealth Bank
Sydney, NSW
01.2010 - 01.2016
- Executed manual verification processes to confirm the correctness of loan positions.
- Resolved issues raised via various customer relations channels.
- Perform manual interest calculations
- Managed loan priorities for timely closure, collaborating on escalated tasks.
- Handled product-related inquiries as product owner.
- Coordinated efforts with processing teams for strict compliance to regulations.
Local Business Banking Associate
Commonwealth Bank
Parramatt, NSW
01.2010 - 01.2016
- Established a new team by designing operating standards and evaluating work processes.
- Managed first three stages of email centralization from establishment to refinement by providing data-driven feedback.
- Served as primary liaison for credit card issues.
- Engaged in troubleshooting and fixing problems related to the migration of business lending processes into SAP.
- Ensure accurate business validations around CommSee deployment.
- Facilitated client engagements via social media platforms.
- First point of contact for enquiries by Email and electronic channels
- Executed sales for Merchant Facilities and online access, as well as Transaction accounts.
- Succeeded consistently within a high-pressure, business-oriented atmosphere.
- Managed support tasks for relationship managers and clients across NSW Metro North, Newcastle, and Hunter Valley involving individual loans up to 3 Million generating average revenue of $15,000.
- Offer detailed product information to both new and current customers.
- Advised prospective and existing clients on lending options.
- Oversaw small business client portfolios involving borrowings ranging from $50,000 to $100,000 and deposits between $50,000 to $300,000.
- Uncovered potential sales leads and channeled them appropriately.
- Acting Assistant Team Leader
- Training of new staff
- Managed and delegated work item queues and LBB email inquiries.
- Performed administrative duties with precision and effectiveness.
- Processing of Bank Guarantee Applications
- Managed applications for unsecured loans up to the amount of $50,000.
- Evaluated accounts to discover clients suitable for account type changes.
- Coordinated evaluation of merchant service charges.
Customer Service Specialist
Real Insurance
Norwest, NSW
01.2008 - 01.2010
- Delivered comprehensive guidance on organizational policies.
- Regularly ensured all policies were up-to-date.
- Drafted and implemented new policies.
- Collaborate with clients to maintain current coverage.
Customer Advisor
National Australia Bank
Rhodes, NSW
01.2005 - 01.2008
- Provided comprehensive assistance in a branch environment.
- Review and approve high-risk transactions.
- Handle unsecured lending applications with authority to approve up to $5,000.
- Conducted data verification for clients to streamline credit application procedures.
- Recommended additional products or services to increase sales.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Mentored junior team members and managed employee relationships.
- Advised customers on product selection based on their needs.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Resolved customer complaints and escalated issues as necessary.
Customer Service Specialist
National Australia Bank
01.2005 - 01.2008
Education
Certificate III - Auslan
The Deaf Society of NSW
03.2025
Certificate II - Auslan
Tafe NSW
01.2021
LBB Credit -
Commonwealth Bank
01.2011
Senior First Aid -
St John Ambulance
01.2010
FSRA Tier II -
Swinburne University
01.2007
Certificate IV - Business Administration
TAFE NSW Granville campus
01.2003
Certificate II & III - Business Administration
WorkVentures Group Training
01.2002
Higher School Certificate -
Pendle Hill High School
01.2001
Skills
- Customer service
- Data management
- Stakeholder engagement
- Resource allocation
- Problem solving
- Staff management
- Conflict resolution
- Case management
- Analytical skills
- Analytical thinking
- Labor Legislation
- Enterprise agreement interpretation
References
Available on Request.
Significant Achievements
- CES Score 9.47 on 15 samples up to 30/06/11
- Top 10 Associate March and September 2010
- Number 1 Associate February 2011
- Regularly exceed KPI’s
Career Overview
Experienced customer service representative with a passion for change and process improvement.
Timeline
Service Delivery Controller
Pacific National
01.2022 - Current
KYC Analyst
Westpac Group
01.2020 - 01.2022
Remediation Analyst
Westpac Group
01.2020 - 01.2022
Customer Operations Specialist
Olympus Australia
01.2016 - 01.2020
Customer Support Representative – Customer Support and Logistics
Olympus Australia
01.2016 - 01.2020
Assistant Associate – Commercial Lending Product Management
Commonwealth Bank
01.2010 - 01.2016
Local Business Banking Associate
Commonwealth Bank
01.2010 - 01.2016
Customer Service Specialist
Real Insurance
01.2008 - 01.2010
Customer Advisor
National Australia Bank
01.2005 - 01.2008
Customer Service Specialist
National Australia Bank
01.2005 - 01.2008
Certificate III - Auslan
The Deaf Society of NSW
Certificate II - Auslan
Tafe NSW
LBB Credit -
Commonwealth Bank
Senior First Aid -
St John Ambulance
FSRA Tier II -
Swinburne University
Certificate IV - Business Administration
TAFE NSW Granville campus
Certificate II & III - Business Administration
WorkVentures Group Training
Higher School Certificate -
Pendle Hill High School
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