Frank Murray Email & Phone Number

Frankston, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Supporting customers in need, offering tailored payment plans, assisting customers with government rebates, incentive payment plans, government and other support solutions. Focus on highest quality of conversation with empathy and listening to customer's struggles to make informed decisions for appropriate support options. Assisting with leadership as needed to support the broader team, escalations, EWOV cases, complex cases and other initiatives.Taking calls, actioning cases, High Usage Negotiations, referral of customers requiring additional assistance, portfolio management of large numbers of program participants.Development of customer rapport building skills through delivery of the highest quality customer service, empathy and experience. Working closely with the Customer Care Team members and management to optimize the Program’s effectiveness and efficiencies to be the next generation water utility.Providing regular feedback from program to participants to Leadership to ensure our program offerings are always relevant and that of a leading edge utility service.Contribution to the Team’s process development works and ongoing training. Further development of the Financial Hardship program policies and performance reporting. Strengthen relationships between internal stakeholders and the Customer Care Team.

Melbourne, Victoria, Australia

Operated daily ledger and contact center resourcing management to increase collections performance and oversaw comprehensive ledger performance reporting and applied data insights. Monitored quality assurance and compliance and troubleshooting with internal and external stakeholders when required. Established and executed strategies to create business opportunities for numerous clients and internal stakeholders. Oversaw relationship management through fostering and maintaining strong relationships across internal stakeholders and clients to ensure best deliverables.● Accomplished Collections Award for monthly collections in October 2017● Won CEO Appreciation Award for Client Engagement and Portfolio Performance in November 2017● Consistently winning industry benchmark more than 70% of time● Drove telco arrangement kept rates above 65% continuously● Always maintained up-to-date ledger prompt list 100%● Raised recovery rate on key high dollar portfolio by 3%

Melbourne, Victoria, Australia

Administered operations to maximise account recoveries for different clients through Best Outcome debt recovery negotiations. Spearheaded utilisation of flexible negotiation skills specific to individual client and account type and provided feedback to management on strategy effectiveness in order to explore improvement opportunities. Ensured delivery of exceptional customer experience by developing strong working relationships with clients and internal stakeholders. Initiated close collaboration with clients minimise brand exposure to risks in first-and third-party collections strategies. Utilised working knowledge and trouble shooting skills in mercantile ledgers, predictive dialler applications, payment gateways, and client portals.● Maintained arrangement kept rate above 60%● Exceeded daily call volumes of 60 call per day● Gathered experience and insights into the unique challenges of customer retention focused cash flow management

Gifu, Japan

Teaching and sales of English language skill packages to students from kindergarten age through adulthood. Completed ongoing staff training sessions. Participated in various incentive programs and contests designed to support achievement of recruitment goals. Developed promotional programs to optimize revenue levels. Resolved customer complaints and concerns with strong verbal and negotiation skills.Took care of facility equipment and grounds.Accomplishments in Japan:● Recognized as key staff member in "The Best Company Wide School" after first-term teacher evaluations, demonstration strong customer satisfaction and highest profit margin. ● Initiated successful student recruitment drives with strong consistent results. Presented practical teamwork training for other foreign staff in the company. In this role, I thoroughly enjoyed public speaking. ● Streamlined reporting systems with management. This enabled customer inquiries or claims to be preemptively solved, or resolved with less burden on manager's time. ● Paid keen attention to customer feedback and market trends, making appropriate recommendations in order to maintain stable business performance. ● Maintained understanding of customer perspective by building trusted relations with customers in both formal and less formal capacities.

Japan

Voice over artist with self managed portfolio of contracts with:79.5 Radio-i, Nagoya, Japan77.8 Zip FM, Nagoya, JapanFreelance high profile appearances:● Toyota Technologies product launch, Toyota City, Japan● Sugi Pharmacy television commercial, nationwide, Japan● Hoyu, hair grooming products commercial, nationwide, Japan

Diploma, Management And Business/Commerce, General, Diploma

Dual Diploma of Business and Diploma of Management program, with Alderdice & Associates - Institute of Business & Management

Associate Of Science - As, Engineering Physics/Applied Physics

Diploma Of Languages, Japanese