Ryan Bingham
Summary
Passionate call centre professional with a wealth of experience in customer service and conflict management within many well known organisations. Personal strengths include providing support to colleagues and chasing excellence at work.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Teacher Engagement and Registration Officer
Victorian Institute of Teaching
07.2016 - 01.2024
- Inbound/outbound calls and emails related to teacher registration matters
- Provide face-to-face service for teachers as part of rotating reception duties
- Support teachers regarding escalated queries both on the phone and at reception
- Report matters of concern regarding teacher conduct and child protection to the internal profession conduct unit
- Provide ongoing training and mentoring for new staff members
- Support team leaders and managers with tasks, based on experience at the company
- Assigned to restructure systems/processes for registration functions in 2019 to ensure clean data before merging to a new CRM (Microsoft to Salesforce)
- Member of the systems testing team for rollouts of the new CRM and ongoing updates from 2019-2022
- Secondment to the information systems team during COVID lockdown, to assist with rolling out laptops for staff working from home and maintaining server systems (This also lead to an unofficial ongoing role as IT support within the team).
- Secondment to the business operations team to assist in cataloguing office equipment and packing/unpacking for an office move in 2022
- Assigned additional duties to support the internal teacher compliance unit with administration and teacher contact from 2023 onwards
Web Developer & Work for the Dole Supervisor
St Kilda Community News - The Westsider
02.2014 - 07.2016
- Web developer for small community website based in Footscray
- Work for the dole supervision, encouraging participants to write articles for the website
- IT support and PC repair as required
Intake Officer
Energy & Water Ombudsman Victoria
06.2011 - 07.2012
- Transcribe initial statement of complaint
- Provide information about the ombudsman process and the energy retail code
Complaint Resolution Case Manager
Telstra
10.2010 - 05.2011
- Investigate and resolve complaints within 48 hours of receipt
- Liaise with any internal departments to resolve issues
- Assist colleagues in meeting team targets
Human Resource Customer Service
Australia Post
02.2010 - 09.2010
- Answer payroll and HR queries from internal stakeholders
- Assist with administration tasks
Customer Service Role
Salmat Ltd
02.2008 - 02.2010
- Worked for Salmat within the Foxtel project
- Inbound call queries and account maintenance
- Provide training/support for new staff and call quality reviews
Customer Service Consultant
Superpartners
02.2006 - 07.2007
- Worked within the AustralianSuper division
- Answer inbound call and email queries for members related to superannuation and insurance products
- Provide coaching and support to meet team targets.
Customer Service Representative
Optus
08.2002 - 02.2005
- Answer inbound calls for queries related to home phone products
- Provide support to meet team targets
Education
Victorian Certificate of Education -
Box Hill Senior Secondary College
Skills
- Computer Systems
- Communication Skills
- Customer Service
- Stakeholder Management
- Problem Solving
- Microsoft Office
- Computer Literacy
- Time Management
- Self Motivation
- Resilience
- Thoroughness
- Technical Aptitude
- Autonomy
- Prioritisation
- Public Speaking
- Group and individual instruction
- Technology Integration
Certification
ICT30102 Certificate III in Customer Contact, Salesforce/Salmat - VRQA & Nationally Recognised Training, 09/2008, Current, 02884, A certificate provided by training completed while working at Salesforce/Salmat. Provided instruction for best practices in customer contact face to face, on the phone, and in writing. This ensured compliance with relevant Australian legislation and regulations at the time.
Languages
English
Timeline
Teacher Engagement and Registration Officer
Victorian Institute of Teaching
07.2016 - 01.2024
Web Developer & Work for the Dole Supervisor
St Kilda Community News - The Westsider
02.2014 - 07.2016
Intake Officer
Energy & Water Ombudsman Victoria
06.2011 - 07.2012
Complaint Resolution Case Manager
Telstra
10.2010 - 05.2011
Human Resource Customer Service
Australia Post
02.2010 - 09.2010
Customer Service Role
Salmat Ltd
02.2008 - 02.2010
Customer Service Consultant
Superpartners
02.2006 - 07.2007
Customer Service Representative
Optus
08.2002 - 02.2005
Victorian Certificate of Education -
Box Hill Senior Secondary College
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