Tim Grey
Brisbane,Australia
Summary
I am a resourceful troubleshooter known for high productivity and efficiently completing tasks. I possess extensive skills in problem identification, root cause analysis, and solution implementation. I excel in critical thinking, adaptability, and communication to navigate complex challenges effectively. My work ethic brings a focused approach to teamwork, ensuring swift resolution of issues and maintenance of high-quality standards. I am articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Customer Care Specialist - Payroll
Employment Hero
Brisbane, QLD
03.2024 - Current
- Supporting Australia and New Zealand based Admin users of the platform with their day to day enquiries, issues and tasks they have within the platform
- Pay Run help, Award interpretations, Rulesets, ATO STP submissions and Superannuation processing
- Responding to and resolving customer tickets across multi channels related to the Employment Hero platform to support them to maximise their people processes.
- Proactively analysing and understanding product functionality across the platform and logic in detail.
- Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team.
- Managing and working within first in first out (FIFO) and service level agreements (SLAs).
- Leveraging ZenDesk, Confluence, Salesforce and other internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments, and complaints.
Support Specialist - Plus
Shopify
Brisbane, QLD
06.2023 - 03.2024
- Supporting Shopify's higher GMV Merchants with everyday questions, queries and issues
- High touch, high care role that required immaculate attention to detail, a sound understanding of Plus specific features and products along with all other Shopify features on offer
- Speaking with Merchants across several live channels and emails, liaising with escalated teams such as Front End Development, Technical Merchant Support and various other specialized teams
- Incident Management: following up and managing communications with merchants that are experiencing issues directly related to ongoing or recently resolved incidents
- Documented customer inquiries and resolutions in a ticketing system.
- Assisted in the development of user training materials and FAQ documents.
- Monitored customer accounts to identify opportunities for improvement.
- Conducted regular check-ins with customers to assess their progress.
- Provided customers with technical support and guidance on product usage.
- Identified areas of opportunity for upselling services or products to existing customers.
Support Advisor - Core SMB
Shopify
Brisbane, QLD
02.2022 - 06.2023
- 100% remote, digital by default role
- Dedicated to merchant/client success by assisting merchants and online store owners to expand their online businesses via an inbound queue consisting of phone calls, simultaneous live chats and emails.
- Responsible for investigating, troubleshooting and resolving platform issues and educating merchants about features.
- Identifying and understanding key areas of growth, either design wise or analytically, to offer relevant business advice.
- Live Channel Support (3 simultaneous live chats, phone calls and email communications using Zendesk).
- Self managed daily adherence and compliance to a predetermined schedule.
- Weekly self managed professional development and upskilling through Degreed.
- Responding to Merchant follow ups.
- Interacting and working with escalated teams to resolve advanced troubleshooting queries.
- Business coaching and advocating for merchants and the Shopify platform by communicating with stakeholders.
Apple Care Support
Concentrix
Brisbane, QLD
08.2021 - 02.2022
- Troubleshooting inbound calls regarding iOS, iPadOS and watchOS technical and account based issues including faults, outages and damage.
- General inquiries from clients with Apple devices and services
- Working within KPIs with a large focus on customer satisfaction and average handling time.
- Using several logging systems including knowledge base systems to resolve and record client interactions and issues.
- Processing repair requests and warranty claims including Consumer Law claims.
- Setting appointments for clients to go in store to have their products physically assessed.
- Processing refunds and troubleshooting subscription based enquiries.
- Ensuring clients are happy with their services and providing 5 star customer service.
Owner/Operator (Entertainment Industry)
VQ Entertainment
Brisbane, QLD
01.2013 - 03.2021
- Club Performer (Dancer/Impersonation)
- Freelance Makeup Artist
- Wig Designer
- Marketing
- Dressmaking
- Choreographing
- Staff Management
- Payroll
Case Manager/Team Lead
Telstra
Various, QLD
11.2010 - 01.2014
- Meeting and exceeding monthly targets (KCC's/KPI's).
- Processing and completing repairs, warranties and invoicing.
- Adhering to strict contract, privacy and criminal legal compliance guidelines.
- Compiling contracts to meet legal standards.
- End of Day procedures (General banking and "float").
- Visual Merchandiser.
- Applying extensive knowledge to educate customers.
- Up-selling, Cross-selling to increase the value of purchase.
- Successfully identifying and delivering customer needs and expectations.
- General data entry and other administrative duties.
- Working from an incoming, outgoing and email queue.
- Case Managing NBN Co Customers and accounts for Telstra Business Customers.
Education
Certificate 3 in Retail -
Telstra
01.2013
QCE -
QLD Education
01.2008
Certificate 2 in IT -
QLD Education
01.2008
Meta Certified Digital Marketing Associate -
Skills
- Exceptional interpersonal skills
- Effective Communicator
- Proactive Learner
- Highly results driven
- SAAS Business Coaching
- Consistent Time Management Skills
- Dependable and Detail-Oriented
- Skilled at Assessing Individual Needs
- Can work comfortably autonomously and as a cohort
- Results-Driven Mindset
- Implementation and onboarding management
- Exceptionally organized
- Critical Thinking Ability
- Thrives in a creative environment
- Effective Problem-Solving Abilities
- Resourceful and tech savvy
- Client Advocacy
- Client service optimization
- Training and mentoring
- Strategic Planning
References
References available upon request.
Contact
Brisbane, Australia 4505
Name & Contact
Timeline
Customer Care Specialist - Payroll
Employment Hero
03.2024 - Current
Support Specialist - Plus
Shopify
06.2023 - 03.2024
Support Advisor - Core SMB
Shopify
02.2022 - 06.2023
Apple Care Support
Concentrix
08.2021 - 02.2022
Owner/Operator (Entertainment Industry)
VQ Entertainment
01.2013 - 03.2021
Case Manager/Team Lead
Telstra
11.2010 - 01.2014
Certificate 3 in Retail -
Telstra
QCE -
QLD Education
Certificate 2 in IT -
QLD Education
Meta Certified Digital Marketing Associate -
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