Customer Service Manager, Advice Remediation Resume Example

Make It Cheaper is one of Australia's leading Energy brokers who work with Residential, SME and Industrial consumers of energy with the aim to reduce their energy bills as well as provide procurement services during their tendering period. Opening in London, UK in 2007, Make It Cheaper expanded to Sydney, Australia in 2010 and has since grown to save Australian businesses over $10million per year.

Responsibilities

• Worked directly with the Commercial Sales Director and the Sales Operations Manager on a daily basis to implement strategies to increase revenue and achieve company KPI's
• Overall campaign management duties with high involvement in strategic business decisions, managing timesheets, forecasting FTE and recruiting where needed
• Data analysis to manage campaign performance anddata forecasting to align with financial budgets
• Carried out weekly performance meetings to review sales agents ongoing performance, implementing improvement plans when required with versatile coaching methods to cater for varied learning styles
• Conduct full induction training to ensure employees settle into the company easily and have the skills and materials to succeed in the role
• Conduct regular sales training and coaching sessions aimed at developing and progressing employee's transferable skills
• Analyse and improve company training methods and materials to increase for commercial sales and employee engagement
• Represent the business at partnership events to network for additional business

Accomplishments

• Completed the GENOS EI Leadership program helping to manage conflict, difficult conversations, HR investigations and coaching
• Work with external life coaches to increase company engagement
• Crucial in driving company culture which encourages high performance and employee retention within sales agents
• Maintained a Quality Assurance record of +90% to ensure compliant sales
• Consistently met key metric goals and managed multiple campaigns simultaneously to create new revenue streams. Also contributed to revenue for other areas of the company
• Achieved department revenue growth of 50% over three years
• Contributed to the roll out of two dialling platforms
• Provided learning and development opportunities to agents to aid with their progression through the business
• Launched regular company incentives to drive KPI's
• Implemented dialler strategies to maximise sales opportunities
• Deliver company meetings

Iceland Food Stores is a UK based supermarket that specialises in frozen food, offering affordable yet high quality food. With over 850 stores nationwide, Iceland was voted ‘The Times” best company to work for 2015 and 2017 during my tenure at the company.

Responsibilities

• Planned and executed cycle and phase changeovers to align with the company vision
• Conducted full induction training using both practical and theory to meet the varied learning styles of employees
• Regular training to up skill all employees in other their current role as well as new roles
• Managed a team of 40 employees to ensure a smooth running of the store that includes varied roles such as cashiers, delivery drivers, stock replenishment, stock counts
• Conducted weekly financial discrepancy counts and cash office checks
• Represented the store at company conferences and events to provide insights and ideas on evolving the business

Achievements

• Employee of the Year 2014, 2015
• Reduced stock loss by 20% over a 12 month period
• Consistently met company KPI's that contributed to the overall profit of the business
• Launched regular incentives to drive store engagement
• Partly managed the refurbishment of the store
• Up skilled and progressed multiple employees into managerial roles, enabling them to progress their career