Lachlan Murray
Call Center Agent
Queensland Energy Connect
Dear Hiring Team,
I am writing to express my interest in the Call Center Agent position at Queensland Energy Connect. With a solid background in managing high-volume inbound customer contact and dispute resolution across Queensland service sectors, I am keen to contribute to your customer service team in Brisbane.
In my current role as Customer Service Representative with Moreton Bay Services Group, I manage an average of 65 inbound customer inquiries daily regarding billing discrepancies, account updates, and scheduling. I consistently maintain an 88% first-call resolution rate while strictly adhering to privacy guidelines and quality benchmarks. My day-to-day work involves logging interactions and follow-ups within Salesforce Service Cloud, as well as de-escalating complex billing disputes calmly to achieve constructive outcomes for customers.
Prior to this, at StrataFlow Communications, I provided inbound phone and email support for broadband and telecommunications accounts across Queensland. In that capacity, I handled initial technical troubleshooting, plan upgrades, and billing inquiries within an average handle time of 4 minutes, while achieving a 92% customer satisfaction score. My foundational training through a Certificate III in Customer Engagement from TAFE Queensland reinforces my focus on clear communication and disciplined record management.
I welcome the opportunity to discuss how my practical inbound telephony experience and commitment to first-contact resolution can support Queensland Energy Connect's service standards. Thank you for considering my application.
Yours sincerely,
Lachlan Murray