Matthew Madden Email & Phone Number

Sunshine Coast, Qld, Au

Sunshine Coast, Queensland, Australia

- Advanced troubleshooting of both customer, and Tier 1 technician issues - Collaboration with Management and Payments team in constructive focus meetings on a weekly basis - Liaising with Software, and Payments teams to aid in timely resolution of escalated cases - Training of new Tier 1 agents, and refresher training sessions for current Tier 1 agents + Creation of documentation, and training material where required - Supervision of Tier 1 agents across 2 teams (Support and Implementation), in place of Team Leaders during times when they were unavailable - This also included taking on Team Leader duties such as: + Monitoring of call quality, and performance reviews + Monitoring of Tier 1 agents’ KPIs + Monitoring of a busy call queue, and assigning cases to the most competent agent for the task - Liaising with Complaints and Customer Success department on a regular basis to assist with finding the ideal resolution for customers in a win/win situation (in as many cases as practical)

Sunshine Coast, Queensland, Australia

- Troubleshooting of customers' issues, in a timely, efficient, and professional manner - Meeting and exceeding KPIs, such as Average Call Handle Time, First Call Resolution, etc. - Strict adherence to Data Protection laws, and company Privacy Policies - Collaboration in team meetings, and assistance with other agents’ technical issues in addition to customer issues - Experience with: + Salesforce, LogMeIn Rescue Technician Console, Calendly, Vonage + Troubleshooting of Android-based Point of Sales software (Epos Now Till), and the underlying Android 8/9 custom ROM + Integration of Tyro, Wetspac Presto, NZ Eftpos Verifone VX520/VX690, and Verifone P400/V400m (in-house Epos Now Payments, in partnership with Adyen) - Key component in the continued growth of a multi-national company working towards IPO

Mountain Creek, Queensland, Australia

- Exceptional customer service- Merchandising, and inventory management + Including stock rotation, and management of perishable goods- Received training, and experience with café-class espresso machine- Maintaining high level of professionalism, and service in a fast-paced retail environment + Grocery retail during the 2020 pandemic without having a mental breakdown- Easily juggle multiple customers during peak periods, and maintain both prompt levels of service, and high customer satisfaction- Training, and supervising of new staff members in such a way that they feel empowered to operate alone if required + Adapting training and teaching style to suit the learning style of different people- Administration, and back-office tasks*- Including stock management, creation of necessary documents and spreadsheets, management of rostering, and staff communications*- Integrating new EFTPoS hardware (Tyro) into existing PoS systems during change of ownership[ Rebranded from 'The Fruit Factory' upon new ownership in mid-2020 ][ * Extra tasks taken on under new ownership ]

Sunshine Plaza, Marrochydore, Qld

- Excellent customer relations, and effective sales techniques- Recognise buying signals, and apply sales skills- Visual merchandising, including setting up displays to facilitate the best customer buying experience- Quick and efficient learning of (previously) unfamiliar software, and processes in a learn-on-the-job situation- Working effectively in a professional, customer service-driven, and fast-paced team environment- Observation of, and adherence to company policies, and procedures- Meeting, and exceeding store targets, KPI’s, etc

Kawana, Qld

- Work efficiently as part of a team- Succinct communication of technical concepts to customers in basic English- Troubleshooting, and problem solving in an IT-based environment- Exceptional focus and listening ability; suggesting options, both optimal and alternative, to fit the situation- General store maintenance, including: setting up displays, and custodian duties- Creating custom advertising screensavers to be displayed on demo computers drawing attention to key selling points and price. + This was implemented by placing Microsoft PowerPoint Viewer and the necessary PowerPoint presentation (with recorded timings and infinite looping set) onto the demo system, then creating a shortcut to the slideshow in the Start menu's "Start-Up" folder so the slideshow would auto run upon boot every morning.

Diploma Of Leadership

Certificate Iv In Christian Ministry And Theology

- Completed all units except final practical project due to unexpected illness

Bachelor Of Arts (Ba), Japanese Studies

- Completion of Japanese level A - Partial Completion of Japanese level B

Qld Year 12 Certificate, Scored B On Qcst

Subjects undertaken during year 11/12: - English (Board Level) - Mathematics A - Information Technology Systems (ITS) - Information.