Christopher Moss Email & Phone Number

Sydney, Australia

North Ryde

Responsible for front line call handling for customer disputes in the Hospitalcare segment for BOC,my daily tasks in this position include resolving complex issues in a timely fashion while reaching anoutcome that meets the customer's expectations while operating within BOC's standard policies andprocedures, providing 2nd tier support to our phone based sales staff and handling invoicing andaccount disputes. Within this role I have excelled at providing excellent customer support to ourHospitalcare clients as well as handling overflow calls from our other customer segments. In thiscapacity I am given the responsibility to make on the spot decisions on customer issues such asrefunds, credits and various billing enquiries as well as being empowered to escalate issues where Isee the need and take ownership of the call to reach a resolution that suits both the customer andBOC. This role requires frequent communication and interactions with other business functionswithin BOC such a credit, operations, sales and asset specialists, and as such a professional andcustomer-focused approach is required at all times. While in this role I have also taken on variousother responsibilities within my team such as recording and presenting monthly call stats and IVRdata to the business and the Hospitalcare management team.

Lidcombe

Responsible for frontline call handling of customer requests through the 13CHEP directory as well ascross-department liaising with customers to assist them with having their queries solved in anefficient and timely fashion. Adhering to and understanding the different department functions andknowing where to direct the customer if needed to solve their query. Served as interim Team Leaderresponsible for the day to day operation of the call centre and management of the customer serviceteam until a full time replacement was found. In this time I was responsible for the collecting dataand creating monthly reports for the call centre and delivering results to the Senior Sales & Servicesmanager, conflict resolution, employee management and ensuring all quality standards were metand KPI's adhered to. Once a full time Team Leader was hired, I worked closely with them andlearned new management strategies as well as developed my skills for training and coaching. I alsoserved as a product expert within the team and built a reputation of being the “go-to guy”.Developed an understanding of the way customers interact with the business and their uniqueneeds and challenges, as well as an understanding of the operation of supply chains and thechallenges facing our customers. Involved with the inception and implementation of sharedtelephony system at 2 major CHEP sites. Created and implemented many team based incentives andprojects including a “Customer Service team member of the Month” award. Delivered consistentlyabove target on KPI’s and helped foster a culture of going “above and beyond” and “owning theissue” for customers within my team

Lidcombe

Responsible for direct servicing and sales support of CHEP’s field based Sales team (BRM’s) includingthe creation and analysis of customer product usage statistics, sales reports, identifying customerusage trends, and providing a timely and efficient service to assist in high pressure customernegotiations. Proactively utilized CHEP’s systems to identify customer anomalies based on historicaldata and engage with the customer’s BRM to identify solutions. Regularly engage other CHEPdepartments to assist with the timely and accurate resolution of BRM and Sales tasks. Adhere to allset KPI’s and communicate with all stakeholders if a task falls outside of SOP time frames to ensurefull disclosure of challenges and give updated ETA's of completion of tasks

North Rocks

Responsible for answering inbound sales calls for the Officeworks call centre. This role centeredaround repeat business callers with a focus on up-selling and identifying opportunities to provide amore complete business solution for our customer. Within this role I was able to expand on myability to identify consumer trends and make recommendations to the customer of new productsthat would improve their business.

Gladesville

Responsible for the accurate and timely processing of customer orders and tradesman job sheets aswell as claiming rebates for the business through Government channels. Worked on the “Bunningspink batts scheme” project providing quotes for customers for insulation of their homes, managingwork orders and claiming rebates. I was also responsible for the training and management of a smallteam of Administration officers and with the team's help we increased productivity by over 50% andpersonally brought in an average revenue of $450,000 per month for the business through efficientand accurate claiming of Government rebates

Pennant Hills

Responsible for the quality monitoring and coaching of Tesltra BigPond techsupport staff based in The Phillipines from the Pennant Hills office. We utilized callrecordings and video screen capture to monitor tech support staff and ensure allcustomer interactions were professional and efficient. Provided one on onecoaching and feedback as well as group coaching sessions over the phone with thetech support staff and team leaders based in The Phillipines call centres. Adheredto quality framework established by Telstra and held regular calibration meetingswith other QA Supervisors both here and offshore to ensure the quality frameworkwas being applied accurately and fairly across the board

Pennant Hills/The Phillipines

Started as an inbound tech support agent in the Pennant Hills call centre workingon the Telstra BigPond ADSL project. After a short time was chosen for crossskillingprograms and provided support for multiple BigPond products. Afterreceiving excellent feedback from customers and team leaders, was promoted to aSenior Associate where I was responsible for providing real-time support for thefloor staff as well as fielding customer escalation calls. Was hand picked by thePennant Hills Operations manager to take part in the offshoring project as Teletechtransitioned it's tech support staff to The Phillipines. I was chosen along with 7others to fly to The Phillipines and act as one of Teletech's Australianrepresentatives where I was responsible for overseeing the training and coachingof hundreds of staff in the new state-of-the-art call centre. Was initially on a 6month contract but was extended due to excellent performance and provenresults

Certificate Iii Customer Contact

High School