Matthew Dixon Email & Phone Number

Brisbane, Queensland, Australia

Brisbane, Australia

My role was to effectively manage incoming complaints, work with the relevant departments to investigate and respond to guests, preventing any reputational damage or escalation of complaints, ensuring corrective action is taken. Key Areas of Responsibility:- Effectively manage, investigate and respond to all complaints received by the CEO and Executive team- Manage relationships with high value guests | Respond to all complaints received from Velocity top 200 guests - Manage interactions with disability groups and handle all complaints relating to disability services- Investigate, review and respond to all guests who have been injured while travelling with Virgin Australia.- Handle all privacy complaints and all relating to the carriage of pets on Virgin Australia flights- Work with guests who’s loved one has passed away while onboard Virgin flights or within Virgin property - Contact guests who have gone to the media to rectify and minimise damage to airlines reputation Key Achievements:- Efficiently handled 100k+ complaints and very few escalated to the media team or resulted in legal action- Instructed by CEO to conduct a review of all disability services and successfully implement changes - Acted as the United States Disability complaints handler for Virgin Australia head office- Attend Fair Trading hearings on behalf of Virgin Australia where directed by the legal team

Brisbane, Australia

To motivate, support, coach and supervise a group of approximately 16 Guest Relations Coordinators whilst improving Virgin Blue processes and practices.Key Areas of Responsibility:- Encourage and foster a supportive team-oriented environment with feedback and encouragement- Handle and resolve any escalated calls or guest complaints- Provide direction and guidance in all aspects of guest relations- Coach and develop staff in all aspects of Customer Service ensuring performance to defined standards- Quality Call Monitoring on a monthly basis- Support new / existing business processes- Human resources management – staff recruitment, training, identify staff development needs- Identify staff development needs | Conduct staff briefings, group and one on one- Formulate and develop procedural changes within the Guest Contact Centre Management TeamKey Achievements:- Actively participated in management meetings and forums and managed the change process with staff through procedural changes, assisting staff to understand the reasons for business decisions- Liaise with other Virgin Blue departments and airports across the Virgin Blue network- Manage tasks to minimise impact on guest service levels

Brisbane, Australia

Demonstrate customer service excellence by taking reservation enquiries and ensuring the guests’ travel went smoothly, resulting in sales, customer loyalty and enhancing the public profile of Virgin Blue Key Areas of Responsibility:- Deliver superior service to ensure an exceptional customer experience- Procedural compliance- Schedule Adherence- Process & product knowledge to convert enquiries into sales

Brisbane, Australia

Key Areas of Responsibility:- Assist customers with transfers | Provide bank product information