Brodie Mascoll
South Yarra
Summary
Customer service professional with 5 years of experience delivering exceptional support across various channels. Strong ability to resolve issues, communicate with clients, and enhance satisfaction. Thrives in remote work environments with excellent problem-solving, time management, and multitasking skills.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
TechSolutions
01.2020 - 02.2025
- Manage a high volume of customer inquiries via phone, email, and chat, maintaining 95% customer satisfaction.
- Resolve complaints and turn negative experiences into positive outcomes, improving customer retention.
- Assist customers with technical issues, reducing escalated tickets by 20%.
- Train new team members on customer service protocols.
Customer Support Agent
SupportLine Solutions
03.2017 - 12.2019
- Resolved issues for 100+ customers daily with an 85% first-contact resolution rate.
- Developed self-service tools, reducing support tickets by 30%.
- Collaborated with the team to enhance service processes, improving customer retention by 10%.
- Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
Education
Cert III - Certificate III in Information Technology
Sydney Tafe
Sydney01-2016
Skills
- Remote work experience
- Problem-solving and conflict resolution
- Time management and organization
- CRM systems: Salesforce, Zendesk, Freshdesk
- Empathy and active listening
- Technical troubleshooting
Timeline
Customer Service Representative
TechSolutions
01.2020 - 02.2025
Customer Support Agent
SupportLine Solutions
03.2017 - 12.2019
Cert III - Certificate III in Information Technology
Sydney Tafe
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