Matthew Wilson
Geebung,QLD
Summary
Ability to think critically and work with minimal or no supervision
Has the capacity to quickly learn new processes, procedures and information
Excellent literacy and numeracy skills
Easily integrates with new and existing team members
Database utilisation and management
Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills.
Overview
9
9
years of professional experience
Work History
Customer Service Officer Motor Assessment
Auto & General
05.2021 - Current
- Customer service via inbound & outbound email & phone channels, shared inbox management, supplier management & liaison, complaint management, support functions for other departments, process & technology troubleshooting, process improvement, process adherence, usage of multiple software platforms, vehicle towing management, high volume claims processing.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Maintained energy and enthusiasm in fast-paced environment.
- Identified issues, analyzed information and provided solutions to problems.
Motor Resolutions
Auto & General, Motor Resolutions
01.2023 - 04.2023
- Case management of client complaints, effective time management, escalations to other departments, high priority complaints involving vulnerable persons, self-managed resolution provision within designated authority limits, payment releases, handling sensitive client & business information, assessing support to other team members.
- Carried out day-day-day duties accurately and efficiently.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Master Data Administrator
Telnet Services Limited
03.2019 - 12.2019
- CRM administration, Oracle usage, workflow management, beta testing, staff training, SME liaison, credit management, electronic stock management, cross platform utilisation, phone and email communications with clientele, liaison with internal & external stakeholders, process improvement.
- Tested programs and databases to identify issues and make necessary modifications.
- Administered, supported and monitored databases by proactively resolving database issues.
Database Manager
IMAK ADVICE LTD
06.2017 - 07.2018
- Database administration, data integrity, customer retention, workflow creation, XPLAN usage, business transformation, report generation, diary management, appointment setting, social media marketing, use of multiple software systems.
- Clearly assimilated new information to department highlighting specific data needs and actionable insights.
- Partnered with subject matter experts in continuous improvement process, upgraded data quality and recommended innovative information management strategies.
- Led multiple projects simultaneously, adhering to strict deadlines, and producing quality work.
- Provided reporting and technical expertise for maintenance of organizational processes.
- Supervised and trained staff providing leadership and supportive working environment.
Contact Centre Consultant
Qantas Airways
08.2015 - 06.2017
- Customer reservations and queries, resolution of escalations, providing service to VIP customers, use of multiple software platforms, liaison with other departments, product knowledge.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Worked flexible hours; night, weekend, and holiday shifts.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Improved operations through consistent hard work and dedication.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer service
Affordable Carpets
11.2014 - 08.2015
- Quotes and measures, closing of sales, implementation of marketing promotions, product knowledge, stock control, supervision of installation staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided back up for customer service managers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
Education
ANZIIF GICOP Certification - Insurance
ANZIIF
2023
Introduction to RPA & Automation - Robotic Process Automation
UiPath
2022
RPA Business Analysis Fundamentals - Robotic Process Automation
UiPath
2022
Build A Bot Workshop -
Auto & General
2022
Risk Advice - Insurance And Risk Management
IRESS
2018
Coding Essentials - Coding
IRESS
2018
Practice Management - Business Administration And Management
IRESS
2018
Site Administration - Computer Software And Media Applications
IRESS
2018
Skills
- Service Recommendations
- Training and Development
- Solution Coordination
- Microsoft Office
- Technical Support
- Records Maintenance
- Database Management
- Administrative Duties
References
Andrew Morris
Team Leader – QLD Motor Vehicle Assessment Team, Auto & General
Phone: 0450081000
Email: andrew.morris@autogeneral.com.au
Lisa Russell
Senior Master Data Administrator, Telent Services Ltd
Phone: +447308174274
Email: lisa.russell@stockport.nhs.uk
Liam Barden
Registered Financial Adviser, IMAK Advice Ltd
Phone: 0223519959
Email: liam@lemontree.net.nz
Chris & Petra Gloyn
Company Directors/Talent Agents, Icarus Talent Ltd
Phone: 027 379 7918
Email: icarustalentltd@gmail.com
Chloe Mcbride
Senior Support Analyst , Qantas Airways
Phone: 0212080831
Email: cmcbride@blindlowvision.org.nz
Stuart Henning
Sales/Warehouse Manager, Affordable Carpets
Phone: 0279000515
Email: stuarthewing1968@gmail.com
Timeline
Motor Resolutions
Auto & General, Motor Resolutions
01.2023 - 04.2023
Customer Service Officer Motor Assessment
Auto & General
05.2021 - Current
Master Data Administrator
Telnet Services Limited
03.2019 - 12.2019
Database Manager
IMAK ADVICE LTD
06.2017 - 07.2018
Contact Centre Consultant
Qantas Airways
08.2015 - 06.2017
Customer service
Affordable Carpets
11.2014 - 08.2015
ANZIIF GICOP Certification - Insurance
ANZIIF
Introduction to RPA & Automation - Robotic Process Automation
UiPath
RPA Business Analysis Fundamentals - Robotic Process Automation
UiPath
Build A Bot Workshop -
Auto & General
Risk Advice - Insurance And Risk Management
IRESS
Coding Essentials - Coding
IRESS
Practice Management - Business Administration And Management
IRESS
Site Administration - Computer Software And Media Applications
IRESS
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