ADRIAN HARDING

• Sales Calls: Reached out to business owners to sell services related to government tax credit retrieval.
• Gatekeeper Management: Developed strategies to explain to receptionists and other staff why they should connect you with the business owner.
• Client Persuasion: Persuaded business owners to choose your firm for securing tax credits, clearly explaining the benefits and potential returns.
• Customer Satisfaction: Addressed inquiries quickly, providing accurate and helpful information.
• Knowledge & Recommendations: Stayed updated on industry trends, offering suggestions for improving tools and processes for the team.
• Team Morale: Boosted morale by encouraging positive Trustpilot reviews that highlighted excellent performance.
• Effective Communication: Established clear communication methods between the company and customers to ensure prompt issue resolution.
• Complex Queries: Became the go-to person for resolving difficult queries and providing information on system processes.

MYOB - Customer Service: Hollard - Lodgements Agent to SME: Back Office to SME: Leadership and QA: Sales & Service:

• Assisted Australian businesses with software issues.
• Provided phone support and troubleshooting.
• Upsold the premium version of MYOB based on customer needs.
• Processed home and motor insurance claims.
• Progressed to SME, handling complex issues and guiding team members.
• Managed emergency service claims, ensuring timely and empathetic support.
• Raised payments and finalized claims with high accuracy.
• Focused on operational efficiency and claims processing.
• Managed back office team performance, with a focus on improving QA standards.
• Provided coaching, feedback, and ensured high service levels.
• Worked in sales and service, assisting customers and promoting products.
• Identified upsell opportunities to drive sales alongside service.