Michael Shearman Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Perpetual Limited – Client Services Consultant (Contact Centre):September 2020 – CurrentMy role as a Client Services Consultant is to create positive client relationships through efficient customer service. My responsibilities involve interacting with clients to identify their needs, answer enquiries, and handle issues and complaints, resolving them promptly and efficiently. I have been taught the full knowledge capabilities of a Perpetual consultant which includes Investments, Superannuation and Pension. I have been taught how to perform the duties in the role as a Perpetual consultant to which I have excelled. The duties include: • Handling inbound and outbound client calls • Handling inbound and outbound advisor calls• Handling inbound and outbound rejects• Responding to client inquiries via email • Performing and processing the correct Fraud Check procedures• Providing Technical Support for clients and advisors• Adhering to company compliance procedures• Generating and distributing client statements• Checking client and advisor transactional requests and applications to make sure correct processes have been followed• Post out duty

Sydney, New South Wales, Australia

My role as a Customer Relationship Manager is to locate and contact customers in order to discuss their financial situation and come to a positive outcome. A positive outcome can be a variety of things e.g. placing the customer on an affordable payment arrangement or negotiate a settlement. This role provided the opportunity to receive a monthly bonus by reaching KPI’s, working with a Team Performance Manager to achieve this. The duties a customer relationship manager must perform are as follows:• Predominantly outbound calls – 120 minimum calls per day (KPI)• Telephone talk time – minimum 1hr and 40 mins (KPI)• Meet other KPI’s on a monthly basis – Unique locates, net arrangements, cure rate, directive workflow coverage etc all required to achieve your targeted bonus• Strong negotiation• Rapport building• Emailing• Processing payments and providing correct payment method information• Generating letters and manually sending letters (regular or registered post)• Utilise public databases to locate third parties and or customers to initiate contact• Abide by legislation and compliance in all aspects of the role• Attend daily morning team meetings conducted by the Team Performance Manager• Attend monthly reviews conducted by the Team Performance Manager• Answer any inbound calls that fall to the switchboard• Understand and competently use the company’s software system (Debtrak)

Sydney, New South Wales, Australia

My customer service role consisted of day to day duties which were;• Answering calls and emailing• Processing payments• Invoice reconciliation (skip bin division)• Sales reporting and call log reporting• Reconciliation of bookings• Reconcile external tipping and waste management invoices (waste disposal division)• Utilising the skip bin hire and product orders computer software• Filing documents, • Faxing, Data entry, Payment processing, Excel spreadsheetsMy Allocations role involved in this role are as follows;• Sending driver jobs through to their iPad via the fleet management software WastEdge • Responding to fleet requests/concerns via the two-way radio or calling through to their mobile device• Contacting clients regarding deliveries or any issues on site the drivers may face involving anything WH&S or general obstructions delaying the driver’s capability to perform a service in a timely manner. • Filling in/following up incidents and accident reports. • Logging driver start and finish times daily• Sending driver weekly hours through to Operations and Payroll on a weekly basis for driver pay• Providing time frames and availability for service to customer service and sales teams for any and all future work acquired• Attending to customer quotes, enquiries and booking deliveries of products and services.• Liaising with allocators and operation managers regarding timely deliveries and customer satisfaction.• Collecting data and generating monthly Waste Recycling Reports for large clients• Various daily administration duties involving invoicing, payment processing and filing • Maintaining a high level of service to customers by the provision of current, accurate and up to date information in a manner that exceeds the customer’s expectations by aiming to resolve the enquiry at the first point of contact (i.e. first-time resolution), ensuring customer complaints are processed and resolved as per Customer Service guidelines

Sydney, New South Wales, Australia

The apprenticeship was a 3-year course (completed in approx. 2 years 6 months); within the company Bushes Fresh Meats in Bondi Junction. I covered all areas of customer service and further increased my experience in the field. At TAFE I learnt all theory-based elements to the Meat Processing Certificate including; government laws, regulations, food handling, production, cleanliness, sanitization, understand and learn about the products associated with the industry including its origin, the process from start to finish and all other aspects. I worked at the Bushes Meats store in Bondi Junction Westfield’s, where I utilized my customer service skills and food handling to ensure customer satisfaction and customer service to its full potential.

Certificate Iii, Financial Services

Certificate Iii, Meat Processing And Retail Apprentice Butcher