Matthew Bell Email & Phone Number

Adelaide, Sa, Au

Adelaide, South Australia, Australia

• Lead the Customer Experience team to advocate for the voice of the customer, whilst ensuring compliance with the Aged Care Quality Standards for complaints and feedback management• Educate staff and management on strategies to better engage with customers and resolve challenging disputes – this has seen an increase of approximately 10 per cent in the volume of feedback captured, that was otherwise not being documented• Recognised at a Board and Executive Leadership level for leading the management and resolution of complex customer matters• Delivering reform of the organisation’s Customer Experience (CX) program, including changes to consumer surveys (including capture of NPS, CSAT and CES) to improve completion rates and inform continuous improvement opportunities• Implemented step change in reporting of customer feedback to the organisation’s Board

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

• Promoted after four months to a Coordinator position within the Alumni Relations team• Managed expenditure on events and projects with five-figure budgets, identifying cost savings in the order of several per cent year-on-year on interstate alumni receptions• Used my communications experience to draft speeches and content that were used by University leaders at local, national and international receptions and events, and for University email campaigns reaching up to 80,000 recipients• Project managed the end-to-end delivery of events with 100+ guests in attendance, including critical stakeholder engagement activities for the University's proposed amalgamation with another South Australian university

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

• Provided strategic advice on policy issues relating to the transport portfolio, including legislation and regulation and their impact on industry and the community such as: public transport services and rail worker safety, the passenger transport industry, and road maintenance and driver licencing• Engaged with stakeholders across the transport portfolio to understand industry issues and concerns, and opportunities for policy improvement• Acted as a key contact point between the Minister’s office and the Department in obtaining accurate policy advice and information• Supported the “community facing” aspect of the Minister, advocating on behalf of members of the public to resolve road and infrastructure maintenance issues in a timely fashion, and ensure access to dispute resolution services for driver licencing and vehicle registration issues

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

• Promoted six months early from the Westpac Graduate Program into an analyst position• Prepared monthly reports and information packs about customer complaints for Group Operations business unit executives that enabled the business to implement process changes to improve customer experience, by providing key insights into customer pain points relating to mortgage processing, credit card disputes and customer hardship requests• Developed a daily complaints reporting pack in response to the COVID-19 pandemic that gave bank executives and senior managers visibility over the complaints being generated by pandemic-related service impacts, and helped shape resource allocation to maintain service levels against COVID-19 impacts• Worked with internal stakeholders in the bank’s mortgage processing section to document the function and purpose of a critical application that was used to securitise over $85 billion in home loans

Adelaide, South Australia, Australia

• Advocated on behalf of community members to gain access to and assistance with government services, including social security and welfare, immigration, and tax matters• Supported constituent management within the Senator’s electorate office, including drafting of letters and emails, and responding to constituent phone calls• Tenure of ~3 years including periods of tertiary study

Adelaide, South Australia, Australia

• Assisted in the preparation of Traffic Impact Assessments and Traffic Reports for residential and small commercial developments

Adelaide, South Australia, Australia

• Trained, coached and mentored a team of 20 emerging radio broadcasters to develop content and present their own live radio shows• Led the implementation of the first language other than English (LOTE) program to be broadcast on Student Radio, Wan An Adelaide• Responsible for the organisation of training, learning and development opportunities for presenters, sharing my communications skills and panel operator knowledge to upskill on-air talent

Adelaide, South Australia, Australia

• Supported the Member for Hindmarsh’s engagement with their electorate by advocating on behalf of constituents to access government services, responding to constituent phone calls, and drafting letters and emails

Graduate Certificate, Applied Economics

Bachelor Of Engineering (Hons) (Civil & Structural) With Bachelor Of Finance

Certificate Iii In Media (Radio Production)