Brad Whitmore

Work History

MOJOPOWER

Sydney, NSW

08.2018 - Current

Recording and updating information,
Liaising internally and externally with customers and other partners to resolve customer complaints and prevention
Account maintenance, updating and closure
Performed as LIVE Chat operator and phone-based customer service consultant handling 40-50 chats per day and 30-40 phone calls per day.
Use of HubSpot and excel, outlook along with in house systems such as Junifer billing.
Part of escalation team preventing Ombudsman complaints.
Dispute resolution and establishing rapport and increased customer retention.
Demonstrated respect, friendliness and willingness to help wherever needed
Offered friendly and efficient service to customers, handled challenging situations with ease
Developed team communications and information for meetings

NEXDAY Logistics

Sydney, NSW

08.2017 - 07.2018

Inbound sales and service role
Exceeding KPI’s, Data Entry, sales targets met and exceeded with 85% customer satisfaction.
Upselling, and after sales service and follow up
Ensuring deliveries were on time and liaising with customers and courier partners.
Used company troubleshooting resolution tree to evaluate problems and find appropriate resolutions in timely manner.
Provided primary customer support to internal and external customers
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Answered product and service questions, suggesting other offerings to attract potential customers
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
Offered advice and assistance to customers, paying attention to special needs or wants
Updated account information to maintain customer records
Clarified customer issues and determined root cause of problems to resolve product or service complaints
Answered customer telephone calls promptly to avoid on-hold wait times

Toll Priority Botany

04.2015 - 07.2017

2 years and 3 months)
Customer enquiries from both external and internal customers, responding to all manner of enquiries via online email platform
Performed sales enquiries and bookings for same day division
Skills psychology, dispute resolution, MS office, customer service, dispute resolution, time management, rostering and staff management.
Track and Trace
TOLL Same day deliveries nationwide
Established and maintained relationships with business customers and General Public
Provided primary customer support to internal and external customers
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
Responded to customer requests for products, services and company information
Answered customer telephone calls promptly to avoid on-hold wait times
Clarified customer issues and determined root cause of problems to resolve product or service complaints