Summary
Overview
Work History
Education
Skills
Websites
Certification
Personal Information
Awards
Languages
Timeline
AssistantManager
Martin Matthes

Martin Matthes

Management
Malmo

Summary

Results-oriented professional with progressive experience in enhancing customer satisfaction, optimizing operational efficiency, and driving revenue growth. Proficient in the development and implementation of strategic initiatives, as well as the optimization of workflows and cutting-edge technological utilization, to surpass customer expectations. Demonstrated proficiency in telephone answering, correspondence typing, meeting scheduling, record keeping, data management, and report generation. Verified success in conflict resolution, staff training, and performance management. An articulate communicator and negotiator, adept at fostering robust relationships with all levels of management and clients.

Overview

5
5
years of professional experience
1
1
Certification
1
1
Language

Work History

Client Service Team Manager

Entain
Australia
10.2019 - 02.2024


Oversee daily floor operations and accomplish business requirements. Lead and optimise a team of professionals in betting operations. Manage inbound and outbound calls for all business inquiries. Ensure upkeep of database and communication systems. Conducted regular team reviews and delivered weekly, monthly, and quarterly business training. Manage business hiring, recruit top talent, and orchestrate comprehensive group training programs.


  • Assisted customers by actively addressing inquiries and providing customer service support
  • Enhanced business writing, leadership, and management expertise through focused up-skilling efforts
  • Achieved efficiency levels ranging from 85% to 100% in meeting KPIs and business objectives and ensuring customer satisfaction
  • Spearheaded onboarding processes, including resume review, interview coordination, and overseeing training intakes.
  • I enhanced team performance by conducting regular training sessions and providing constructive feedback on individual performance.
  • Conducted regular team meetings to share updates, address concerns, and foster open communication among team members.

Client Service Operator

Bet 356
Australia
11.2018 - 07.2019

Implemented new strategies to manage difficult calls, leading to faster problem-solving and increased customer satisfaction. Streamlined and managed approximately 200 incoming calls daily, handling processes for improved efficiency and reduced wait times, enhancing customer satisfaction by promptly addressing inquiries and resolving issues.

  • I maintained a professional demeanour under pressure while delivering excellent customer experiences.
  • Navigated multiple software systems efficiently while providing accurate assistance to callers.
  • Identified trends in customer concerns and provided feedback to management for potential improvements in products or services offered by the company.

Education

MBA - Master Of Business Adminstration

Australian Institute of Business
Adelaide, Australia
04.2024

Diploma of Business -

Study Group
Melbourne, Australia
08.2016

Skills

  • Customer Retention Strategies
  • Exceptional Customer Service
  • Customer Feedback Analysis
  • Facilities Management
  • Relationship Building
  • Complaint Handling
  • Workflow Optimization
  • Performance Evaluation
  • Quality Assurance & Monitoring
  • Performance Metrics & KPIs
  • Cross-functional Collaboration
  • Multiple Team Management
  • Client Relationship Building
  • Team Development

Certification

  • Certificate of Leadership and Workplace Safety
  • Business Writing Skills Certificate

Personal Information

  • Date of Birth: 02/28/1995
  • Nationality: Australian

Awards

  • Employee of Month
  • Team Supervisor of Month
  • Team leader of Month
  • Team of Month
  • Leadership of the Quarter

Languages

English
Native language

Timeline

Client Service Team Manager

Entain
10.2019 - 02.2024

Client Service Operator

Bet 356
11.2018 - 07.2019

MBA - Master Of Business Adminstration

Australian Institute of Business

Diploma of Business -

Study Group
  • Certificate of Leadership and Workplace Safety
  • Business Writing Skills Certificate
Martin MatthesManagement
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