Ryan Brodie
Sydney
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. An organized and dependable candidate with a willingness to take on added responsibilities to meet team goals. Passionate about promoting lasting customer satisfaction by understanding customer desires and providing customized solutions to build loyalty by delivering quality service and support.
Overview
19
19
years of professional experience
Work History
Workplace Concierge/Facilities Management
Dept. of Communities and Justice (Gov.) – AUXUS/Glad Group
01.2023 - Current
- Customer and visitor management – Proactively welcoming all visitors and offering assistance
- Access card administration for both visitors and staff
- Allocating staff lockers
- Programming staff security access for building access, and removing access system during off-boarding
- Providing basic troubleshooting/ IT maintenance for staff laptops or Meeting Rooms Audio/Visual
- Inspecting 48 Fleet cars for Damage
- Logging building defects via Ticketing System
- Kitchen duties – Unstacking dishwasher
- Filling Tea, Coffee, Sugar, Milk Orders
- Stationary cupboard re-stock and tidy up
- Replenishing toners for printers when empty
- Organizing toner waste removal
- Manage meeting room bookings and general housekeeping and cleanliness
- Acting fire warden (floor warden) in case of fire emergencies.
- Provided exceptional customer service to diverse clientele, fostering a positive atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Contributed to positive work environment by maintaining professional demeanor at all times.
- Acted as liaison or point person for communications with internal and external customers.
Concierge
Department of Customer Service (Gov.) – AUXUS/Glad Group
02.2018 - 01.2023
- Greeted visitors and customers pleasantly upon arrival, confirmed reservations and identification, offered assistance, and answered questions while notifying company heads of guest arrivals.
- Answered phone promptly and directed incoming calls to correct offices.
- Managed phone calls efficiently, directing calls to the appropriate departments or taking messages as needed.
- Utilized reservation software proficiently to manage bookings and track important guest details accurately as provided by department heads.
- Train staff and ensure team members are aware of responsibilities and performance expectations, in accordance with company requirements.
- Maintained a clean and organized front desk area, contributing to a welcoming atmosphere for guests.
- Developed strong relationships with repeat guests, resulting in increased loyalty and return visits.
- Answering telephone call's and email enquiries.
- Pre-printing all guest passes for big meetings to ensure quick check-in time.
- Conducting daily inspections and addressing potential hazards promptly throughout commons areas and fire stairs.
- Provide information about local features to patrons, including shopping, dining and recreational destinations as appropriate.
- Approx 50-70 daily calls
Job Network Receptionist
YWCA
03.2015 - 10.2017
- Managed front desk operations by effectively managing phone calls, emails, and walk-in clients.
- Answered phone promptly and responding to inquiries from callers seeking information.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, faxing.
- Delivering outgoing company mail for postage.
- Liaising with Employment Advisors and clients
- Answering inbound phone calls and making outbound calls to clients
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Maintained visitor log for entering and leaving facility for security purposes.
- Assisting with annual stock take and replenishment of stock.
- Assisting team with additional duties as needed.
- Resolved customer problems and complaints.
- Maintained well-organized reception area with updated materials, contributing to welcoming environment for visitors.
- Assisted with onboarding new clients and securing paperwork completion.
- Managed conference room schedules to ensure efficient use of space for meetings and other events.
- Approx: 100 daily calls.
Customer Service Agent
Energy Australia
05.2012 - 01.2015
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Approx: 120 daily calls. 5min AHT, 150-170 during carbon tax introduction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Addressed customer account discrepancies and concerns.
- Responded to customer calls and emails to answer questions about products and services.
- Adapted seamlessly to new systems and processes as needed, maintaining consistent productivity levels throughout transitions.
- Conducted thorough research on client accounts for accurate information gathering and issue resolution.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Facilitated communications through management of inbound and outbound customer calls.
- Actively sought opportunities for continuous learning, attending workshops and trainings geared towards enhancing professional competencies.
White Page Entry Consultant
Sensis
01.2012 - 01.2012
- Answering phone calls from customers, evaluating customer needs and transferring customer to appropriate team for further support. Approx: 70-100 daily calls.
- Ensuring promotion of organisation’s values while assisting customers by actively listening, providing solution based results and customer retention.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Offered assistance to customers, paying attention to special needs or wants.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Call Centre Inbound/Outbound
FieldForce
10.2009 - 09.2011
- Reduced call handling time by efficiently navigating through customer databases and CRM systems.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Participated proactively in ongoing learning initiatives like workshops or seminars to consistently enhance communication skills and product knowledge.
- Built rapport with clients, fostering long-term relationships that led to increased customer loyalty and repeat business.
- Managing and reviewing the performance of the outbound call solar team.
- Managing field solar assessors keeping them to schedule.
- Collecting and handling Cheque deposits for scheduled solar assessments.
- Conducting and aiding in weekly meetings.
- Ensuring field assessors were equipped with the required tools for each job allocation.
- Updated all assessor administrative paperwork.
- Overseeing payroll function for outbound staff.
- Motivated the internal sales team to achieve targets by using incentives.
- Forecasted weekly and monthly budget and providing budget reports to management.
- Approx 70-100 daily calls.
Call Centre Inbound
Readers Digest
12.2007 - 10.2009
- Answering inbound telephone calls pertaining to magazine subscriptions.
- Assisting customers with subscription sign ups, amendments or cancellations.
- Assisting customers with payment, refunds, and billing enquiries.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
- Demonstrated strong problem-solving skills by resolving customer issues during first call.
- Built positive relationships with customers by providing exceptional customer service.
- Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Participated in ongoing training sessions to continuously improve knowledge base and skillset within the call center environment.
- Approx 70-100 daily calls
Call Centre
Telstra Bigpond
04.2005 - 11.2007
- Assisted customers by answering questions and responding to inquiries.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests for products, services, and company information.
- Assisting customers with the ‘Sign-Up’ process for new internet subscriptions
- Assisting customers with billing enquiries and code activations.
- Replacing lost orders and cancelling orders.
- Perform minor tech support for ADSL, Cable and HSPDA.
- Calculate monthly usage on customers internet account according to customers request.
- Advised customers of better usage plans.
- Negotiation of payment arrangements for outstanding accounts
- Completed risk assessments of customers during sign up process to new internet accounts.
- Develop and widen customers knowledge about internet plans and equipment.
- Usage of Scripts that align with the company’s policies, code of practise, and legal documentation.
- Appox 70-100 daily calls. 7.5min AHT
Skills
- Effective problem solving
- Team player mentality
- Conflict Resolution
- Friendly, Positive Attitude
- Multitasking Abilities
- Teamwork and Collaboration
- Customer Service
- Attention to Detail
- Flexible and Adaptable
References
Will be provided in Interview
Timeline
Workplace Concierge/Facilities Management
Dept. of Communities and Justice (Gov.) – AUXUS/Glad Group
01.2023 - Current
Concierge
Department of Customer Service (Gov.) – AUXUS/Glad Group
02.2018 - 01.2023
Job Network Receptionist
YWCA
03.2015 - 10.2017
Customer Service Agent
Energy Australia
05.2012 - 01.2015
White Page Entry Consultant
Sensis
01.2012 - 01.2012
Call Centre Inbound/Outbound
FieldForce
10.2009 - 09.2011
Call Centre Inbound
Readers Digest
12.2007 - 10.2009
Call Centre
Telstra Bigpond
04.2005 - 11.2007
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