Aiden Hobbs
Woolloongabba
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Officer (Contractor)
Disaster Resilience Program
Brisbane, QLD
09.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Responded to customer calls and emails to answer questions about products and services.
- Completed data entry to record call notes, suggestions and questions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Online Merchandiser
B&Q
11.2021 - 09.2023
- Responsible for the planning and execution of B&Q’s bathroom online merchandising plan for the UK and Ireland
- Liaising with various departments and in-store colleagues to align promotional activity implementation
- Utilised digital insight tools to monitor product category performance and identify opportunities to improve customer journeys on multiple websites across various devices
- I wrote SEO (Search Engine Optimisation) copy for all category and lister pages, helping drive organic traffic to the website while developing engaging and informative content
- I oversaw the implementation of website promotions, ensuring pricing, visual merchandising and on-site search were completed in a timely manner
- Analysed promotion performance to deliver on strict KPI requirements
- Developed a new SEO and visual merchandising strategy for the bathroom category, driving the ranking of a valuable keyword with 1 million monthly searches to page 1 within 3 months of the product type launching on site.
Digital Commercial Planner
B&Q
11.2020 - 11.2021
- Role supported trading managers and digital and marketing departments to ensure a smooth retail operation across both online and e-commerce departments
- Create, maintain and update weekly trading reports and offer recommendations to improve category performance metrics based on digital insights and analytics
- Analysed search terms to assist in improving specific search term traffic
- Identified high-value search terms in order to increase Google's search ranking
- Supporting commercial and digital trading managers with product launches, onsite optimisation and onsite search.
Administrative Support Officer
Education Services Australia
01.2020 - 08.2020
- Providing expert assistance to all customer queries, including subscription renewals, troubleshooting and handling personal information correctly and responsibly
- Providing administrative assistance, including data input, data management and data tracking
- Dealing with a high intake of daily customer calls and using expert knowledge of the product to resolve any problems that arose
- Assisting the records manager in various degrees of data entry and analysis
- This includes updating trackers and providing weekly updates on subscription data and trends
- Worked closely alongside the finance department in contacting schools and educational organisations regarding the payment of invoices and the processing of refunds.
Assistant Market Planner (Market Analyst)
B&Q
11.2015 - 11.2018
- The delivery and development of profitable sales across various sales channels
- Executive use of analytical skills to support the market manager and planner
- Identifying trading risks and opportunities and proposing ongoing sales actions
- Building, maintaining and updating product sales forecasts and daily sales and margin reports, as well as the composition of the trading plan
- Supporting a £180 million bathroom category while managing over 10,000 products.
Customer Service Agent
Utilita Energy
11.2012 - 11.2015
- Managed a high volume of 200+ daily inbound customer calls while maintaining an excellent level of professional excellence
- Provided continuous assistance to customer queries and logged a continuously high level of customer call resolutions
- Provide administrative assistance to various departments, including call log reports, data entry and data management
- Provided outbound call assistance to customers, as well as written responses and click-to-chat messaging.
Education
BA Hons in Business Management with Marketing -
University of Winchester
01.2014
BTEC national diploma in Business -
North Devon College
01.2011
Skills
- SEO
- CRO
- Copywriting
- Data Entry
- Data Analytics
- Project Management
- Trading & Merchandising Plans
- Customer Retention & Acquisition
- Product sales forecasting
- Inbound Call Management
- Customer Support
technological skills
- Google Analytics
- SAP
- BI
- Brightedge
- CRM
- Contentsquare
- Content King
- DAM
- Project Management Tools inc. Jiro, Miro, Monday.com
- Google trends
- Powerpoint
- WCMS
- Bloomreach
- Zendesk
- Excel inc performance trackers, data entry and formula creation
Timeline
Customer Service Officer (Contractor)
Disaster Resilience Program
09.2023 - Current
Online Merchandiser
B&Q
11.2021 - 09.2023
Digital Commercial Planner
B&Q
11.2020 - 11.2021
Administrative Support Officer
Education Services Australia
01.2020 - 08.2020
Assistant Market Planner (Market Analyst)
B&Q
11.2015 - 11.2018
Customer Service Agent
Utilita Energy
11.2012 - 11.2015
BA Hons in Business Management with Marketing -
University of Winchester
BTEC national diploma in Business -
North Devon College