Spencer Morgan
Melbourne
Summary
Client service professional with five years of experience, including a recent position at H&R Block, where strong communication and problem-solving skills were developed. Known for calm, empathy-based approach to managing client relationships.
My long term goal is to progress into a Client Relationships Manager role within five years, building on previous experience to strengthen client relationships, enhance service processes, and contribute to sustained business growth.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Tax Consultant - Client Service Centre
H&R Block
02.2024 - 02.2025
- Assisted tax experts and the ATO in managing key information, contributing to smoother processes and improved efficiency
- Developed stakeholder management skills, which resulted in less inbox congestion and quicker case resolutions
- Ensured customer satisfaction by listening, empathizing, and providing tailored solutions like clarifying tax liabilities and resolving discrepancies, while leaving customers feeling heard and valued
- Met KPIs using Zendesk by maintaining 90-95% response time compliance, managing ticket volume, and reducing backlog, allowing the team to focus on high-priority tasks
- Applied effective triage skills and data collection through active listening and critical questioning
- Gathered relevant information to confidently resolve issues, improving response times and enhancing customer satisfaction
Front of House / Host
Noglü
01.2023 - 02.2024
- Greeted guests, worked with the kitchen to keep things running efficiently, and provided attentive service
- Used clear communication and reassurance to build guest trust and satisfaction
- Assisted management during busy periods by coordinating staff, aiding rostering and payroll, and quickly resolving service issues
- Also supported stocktake to ensure smooth and efficient operations
Early Voting Assistant
Victorian Electoral Commission
11.2022 - 12.2022
- Completed disability training to improve accessibility, ensuring clear communication and assistance for voters with language or communication barriers
- Handled voter complaints with active listening and empathy, using clear communication and procedural knowledge to de-escalate conflicts and maintain fairness
- Directed voters with clear, confident communication and thorough process knowledge, ensuring efficiency and on-time schedules
Crew Trainer
McDonald’s
07.2019 - 10.2022
- Managed rostering and shift coverage to ensure optimal staff utilisation
- Trained new staff every three months, which helped lower turnover and increase quality assurance scores
Education
VCE -
Year 12
Melbourne, VICCertification
Victorian RSA
Timeline
Tax Consultant - Client Service Centre
H&R Block
02.2024 - 02.2025
Front of House / Host
Noglü
01.2023 - 02.2024
Early Voting Assistant
Victorian Electoral Commission
11.2022 - 12.2022
Crew Trainer
McDonald’s
07.2019 - 10.2022
VCE -
Year 12
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