wk- my resume : https://textsaver.flap.tv/lists/32aj
Russell Gray
0415 800 187 | Bexley NSW | workrelated@outlook.com.au | Australian Citizen |

>>>>>>>>>>>>>>>> with over 10 years experience, empathetic, professional and efficient.
Focused on first contact resolution, fax, phone and email
Proficient in high volume Inbound and Outbound inquiries
Providing a personal and ongoing level of exceptional customer service
Actioning product knowledge documents and case Management Services

KEY SKILLS/ KEY AREAS OF KNOWLEDGE & UNDERSTANDING
Great communication skills | Results focused | Flexible and Adaptive | Multitasking
Proven track record for Exceptional Customer Service across Multiple High-end Organizations which all involved internal promotions to higher positions.
Microsoft Office Suite | Social Media | Resource Management | Outlook Express
CAREER HIGHLIGHTS
• Volvo Car Australia (percepta) : Handled 2 Outbound Marketing campaigns consisting of 1000 outbound calls in only 2 months

• Aristocrat : Delivered premium Service to Gold Member B2B 24/7 clientele.

• Ctrack Logistics : Coached and Trained 2 new staff on the new CRM software without T/L Support

• Chubb Fire and Security : Prevented jewelry heist and arranged police intervention

• TNT Express : Promoted to domestic investigator in my first week of Employment

• Westpac Group : * Best Contact Centre 'In the World' – Westpac Group (Australia) - https://ccaction.com.au/contact-centre-world-awards

EDUCATION
Criminal Psychology – TAFE
Hospitality Operations – TAFE
Desktop Publishing and Graphic Design – TAFE
Engadine High School – HSC Graduated 2004.

MEMBERSHIPS
Volunteer Firefighter | RFS 2010 - Kogarah
Volunteer State Emergency Service Operator | RA 2010 - Kogarah

PROFESSIONAL DEVELOPMENT
Certificate four in Training and Assessment | National Training 2014

TECHNICAL SKILLS
Advanced: Microsoft Office Suite, Excel and Outlook
Proficient: Salesforce, SAP and CRM

OTHER
Founder of the Amnesty International St George Chapter
Published Ghostwriter
Toastmasters 2017 Best Speaker state Award

“Russell, thank you so much for all the hard work you have put in,
It really saved us a lot of time and money”
Luke Z, Team Leader / Manager , Volvo Car Australia

EMPLOYMENT HISTORY
Customer Care Consultant | Oct 2019 – Present (contract role)
Volvo Car Australia (Percepta), Macquarie Park – Luxury Automotive Service
Responsibilities
• First call resolution Case Management
• Outbound Campaign Co-ordinator
• Solid understanding of the Automotive industry
• Empathetic and Courteous Amplification of Customer Satisfaction

Highlight: Highest Case Closure Resolution % of the Customer Care Team

Customer Support Representative | August 2018 – August 2019
Aristocrat (Mayday Recruitment), Macquarie Park – Gaming Services provider
Responsibilities (Night-shift)
• Inbound B2B machine faults, Rsl, Casino and Gaming Institutions
• Outbound, contact technicians and technical support for Premium Clients
• First call resolution and regular product knowledge updates

Customer Support Officer | March 2016 - July 2017
Ctrack Logistics, Chatswood - Fleet management hardware and telematics services
Responsibilities
• First call resolution Case Management for GPS and Telematics Inquiries
• Despatch: Telematics Technicians to establish fault resolution
• Data entry and KPI targeting

Highlight: Retained four premium customers with documented results

Monitoring Operator | June 2015 – December 2015 (contract role)
Chubb Fire and Security, Ashfield - Chubb operates the largest monitoring platform in Australia.
Responsibilities
• Immediate response to onsite commercial alarms
• Inbound - technical/product knowledge to disarm false alarms
• Outbound- up to 10 key contacts to touch base alarm

Time Critical (international) | April 2014 – June 2015
Tnt Express, Mascot – International and Domestic Freight Carrier
Responsibilities
• Co-ordinating blood and plasma from Australia to Asia within 48 hours for critical patients
• Lodging freight investigations + help desk support
• Case management in high-volume environment
• Group training of new staff to the Industry
• Handling escalated freight cases with regular three hour customer follow-up

Highlight: handled workload of 2 staff members on scheduled leave

Customer Service Officer | November 2010 – June 2013
Westpac, Kogarah – Financial Services
Responsibilities
• Credit card and emergency cash allocation
• Inbound- service help-desk and transaction checks
• outbound notification of change of insurance underwriter / policy changes

References available on request

Russell Gray
0415 800 187 | Bexley NSW | workrelated@outlook.com.au | Australian Citizen |