Summary
Overview
Work History
Skills
Timeline
Generic

Michael Flowers

Labrador

Summary

Highly skilled and experienced call centre representative with over 7 years of experience in customer service, debt collection, conflict resolution, and administration. Proven ability to manage high-volume inbound and outbound calls, resolve complex customer issues, and consistently exceed KPIs. Adept in using various CRM software systems and committed to delivering exceptional customer service in fast-paced environments. Seeking a role where I can utilize my expertise in high-volume customer contact, particularly outbound calls with scripting, to contribute to a customer-focused team.

Overview

18
18
years of professional experience

Work History

Accounts Receivable / Customer Service Representative

Shred-X / Med-X
09.2024 - Current
  • Inbound and outbound debt collection, account management, negotiation, and administrative duties.
  • Customer service for sensitive document, product, material destruction, and medical waste.
  • Clients included Government, Defence, Police, Hospitals, Corporate, and Private-Residential sectors.
  • Role recently shifted to primarily web-based automation and administrative duties, significantly reducing call volume and eliminating the high-volume outbound call work I excel in and find most rewarding.

Navy Recruit

Royal Australian Navy - HMAS Cerberus
05.2024 - 09.2024
  • Successfully enlisted and undertook training in ceremonies, basic training, and naval knowledge.
  • Voluntary discharge due to medical concerns (frostbite) — fully recovered.

Network Officer / Authorised Officer

Kinetic
05.2023 - 04.2024
  • Conducted ticket and GoCard inspections for Translink clients.
  • Operated body-worn cameras (Axon) and ensured compliance with safety standards.
  • Engaged in community relations and provided customer service on public transport.
  • Issued warning letters and fines, contributing to reduced fare evasion and anti-social behaviour.
  • Mentored and trained 2 Network Officers.
  • Played a key role in decreasing drug use and trafficking on buses and at bus stops.

Customer Solutions Specialist - Early Intervention

Probe CX
06.2015 - 12.2022
  • Handled high-volume inbound and outbound calls for Australian Taxation Office clients.
  • Performed debt collection and account management tasks for government services (ABR, MyGov, MyGovID).
  • Investigated fraud, provided troubleshooting support, and resolved complex customer issues.
  • Consistently achieved high KPIs, including conformance, adherence, quality, ACW, TT, HT, and overall AHT.
  • Assisted in up-selling services and provided detailed account information to customers.

Rides Attendant and Operator

Aussie World
09.2007 - 10.2013
  • Operated rides and attractions, ensuring customer safety and satisfaction.
  • Provided customer service in ticket sales and retail operations, including inventory management.
  • Performed public speaking and entertainment tasks, including singing the national anthem on Australia Day 2013.
  • Managed crowd control and ushering for large events and park activities.
  • Conducted height checks and ensured compliance with safety regulations.

Skills

  • Customer Service & Inbound Call Handling
  • Outbound Call Centre
  • Scripted Calls
  • Conflict Resolution & De-escalation
  • CRM Software Proficiency (Siebel, Talkdesk, MS Dynamics 365, Corrigo, 3CX)
  • KPI Performance Management
  • Communication & Interpersonal Skills
  • Problem-Solving & Issue Resolution
  • Stakeholder Relationship Management
  • Time Management & Prioritization
  • Adaptability & Learning Agility
  • Data Entry

Timeline

Accounts Receivable / Customer Service Representative

Shred-X / Med-X
09.2024 - Current

Navy Recruit

Royal Australian Navy - HMAS Cerberus
05.2024 - 09.2024

Network Officer / Authorised Officer

Kinetic
05.2023 - 04.2024

Customer Solutions Specialist - Early Intervention

Probe CX
06.2015 - 12.2022

Rides Attendant and Operator

Aussie World
09.2007 - 10.2013

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Michael Flowers