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
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
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