Max Ghosh

March 2022 - June 2023

• Support Under Pressure: I act as a calm point of contact for sellers and dealerships when they face time-sensitive or stressful onsite issues. I’ve learned how to stay composed and helpful when others are feeling the pressure of a deadline.
• Collaborative Communication: My role relies on constant liaison between different departments. I focus on proactive, clear and honest communication to ensure everyone is on the same page and that problems are solved collaboratively.
• Mentorship: Acted as a "Floor Walker," providing emotional and technical support to junior staff members while fostering a supportive environment.
• Confidentiality: Handled sensitive personal and financial data (KYC) with a strict adherence to privacy protocols.

• Frontline Community Support: Engaging with diverse groups of people, ensuring they felt supported throughout the testing process.
• Community Outreach: Driving across East and West Sussex to distribute Covid Test kits allowed me to engage with a diverse range of people. I was a reliable point of contact for local businesses and community centres, fostering a sense of safety and support within the local area.
• Public Reassurance: Provided a calm presence for members of the public during a period of high national anxiety, offering clarity and empathy. De-escalating any conflict that arose from members of the public.

• Empathic Support: I acted as a primary point of contact for Defence Force members and their families. Handled complex enquiries regarding medical insurance at the start of the pandemic, managing the distress and confusion of policyholders with patience and transparency.
• Sensitive Problem Solving: I handled a wide range of sensitive issues, from complex claims to formal complaints. I prioritised active listening and empathy to resolve frustrations, ensuring each member felt treated with dignity and respect.

• Empathetic Technical Support: Helped people of all ages (18–90) navigate the stress of a broken or lost phone; focused on keeping the conversation calm and clear while walking customers through technical fixes or device replacements.
• Building Trust Quickly: Maintained a consistent 50% NPS (customer satisfaction) score by focusing on genuine rapport. I took pride in making customers feel heard and understood while resolving their technical issues.
• Active Listening: Used active listening skills and direct questioning to identify the root of a customer's technical issues.

• Resilience & Rapport: Door-to-door fundraising for sensitive humanitarian and medical causes (Red Cross/Peter MacCallum Cancer Foundation). Experience navigating rejection and challenging social interactions, turning potentially negative interactions into constructive and respectful dialogues.
• Promoted to 'Leader': Responsible for continuous training and support of new employees. Experience managing small teams and being responsible for my teams sales targets.
• Performance & Impact: Raised approximately $100,000 for various charities while working on a 100% commission basis.