Summary
Overview
Work History
Education
Skills
Timeline
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Bradley James

St Kilda,VIC

Summary

Proven to excel in high-pressure environments, I leveraged my problem-solving skills and calm disposition at Defence Health Ltd to enhance customer satisfaction and exceed performance metrics. My expertise in CRM navigation and commitment to complaint resolution have consistently improved operational efficiency and client relations, achieving a significant increase in customer satisfaction ratings. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

9
9
years of professional experience

Work History

Call Center Representative

Defence Health Ltd
06.2022 - Current
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Promptly responded to inquiries and requests from prospective customers.
  • Cross-trained and backed up other customer service managers.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.

FOH Team Member

Stokehouse
04.2021 - 06.2022
  • Trained new staff in front-of-house procedures, customer relations, and cleaning.
  • Maintained a clean and organized work area, ensuring a safe and sanitary environment for customers and staff.
  • Established welcoming atmosphere by greeting each guest warmly.
  • Answered customers' questions, recommended items, and recorded order information.
  • Greeted customers warmly upon arrival, setting a welcoming tone for their dining experience.
  • Reset tables between guests by restocking low items and wiping down surfaces.
  • Helped guests at tables when in need of assistance.
  • Assisted servers with delivering food, filling beverages, and retrieving items for guests.
  • Resolved customer complaints promptly and professionally, resulting in satisfied guests returning to our establishment.
  • Provided attentive service throughout customers'' visits, checking in regularly to address any concerns or needs they may have had.
  • Utilized POS system to receive and process food and beverage orders.

Assistant Functions Manager

The Pier
04.2018 - 04.2021
  • Coordinated cross-functional teams to address logistical challenges in a timely manner, preventing potential issues from escalating into larger problems.
  • Optimized resource allocation by closely monitoring workload distribution among team members.
  • Ensured compliance with local regulations and permits, maintaining a safe environment for guests and staff alike.
  • Oversaw staff scheduling and delegation, ensuring smooth operations during events.
  • Developed training materials for new hires, improving onboarding process and staff retention rates.
  • Increased client satisfaction by providing personalized attention and addressing specific needs.
  • Collaborated with sales team to create attractive event packages, increasing bookings and revenue growth.
  • Provided excellent customer service throughout the entire event planning process.
  • Performed event coordination for larger parties and gatherings.
  • Coordinated florists, photographers, and musicians for events.
  • Trained and supervised event staff to complete tasks on time.

Restaurant Supervisor

Wah Wah Gee
04.2018 - 04.2021
  • Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
  • Improved customer satisfaction by ensuring consistent quality of food and service.
  • Coordinated team members with focus on productivity, efficiency and enhancing customer experience.
  • Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
  • Supervised daily cash handling procedures, ensuring accurate accounting records and minimizing discrepancies.
  • Hired, trained and mentored staff to meet and exceed high quality standards.
  • Enhanced team performance with regular evaluations and constructive feedback.
  • Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements and top service standards.
  • Directed both FOH and BOH employees through daily tasks and monitored performance throughout day.
  • Scheduled staff shifts efficiently, considering individual availability and skill sets for optimal workforce distribution.
  • Conducted weekly and monthly staff meetings to review performance and discuss upcoming events.
  • Collaborated with kitchen staff to develop new menu items that boosted sales revenue.
  • Implemented cost-saving measures through effective budget management and negotiation with suppliers.
  • Coordinated with vendors to guarantee timely delivery of food and beverage supplies.
  • Coordinated event planning, managing logistics for successful private dining experiences.
  • Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
  • Trained new hires in food handling and safety protocols to boost knowledge and performance.
  • Monitored food inventory and supplies to prevent waste.

Retail Sales Associate

Bed Bath N' Table
04.2018 - 07.2019
  • Greeted customers and helped with product questions, selections, and purchases.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Maintained clean sales floor and straightened and faced merchandise.
  • Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
  • Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
  • Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
  • Trained and supervised new employees to use selling strategies and apply best practices.
  • Consistently met personal sales goals through proactive engagement with customers and upselling techniques when appropriate.
  • Supported store leadership in implementing new merchandising strategies which led to improved product positioning and overall visual appeal.
  • Aided managers in planning effective staff schedules to ensure optimal coverage during peak hours while considering employee availability constraints.
  • Conducted thorough product knowledge training sessions for new hires, ensuring they were well-equipped to serve customers effectively.
  • Participated in storewide audits, ensuring accuracy of inventory counts and identifying areas for improvement in stock management processes.

Fast Food Worker

KFC
02.2015 - 04.2018
  • Greeted customers promptly and took orders to keep flow of traffic moving.
  • Wiped counters and sanitized equipment to maintain clean food prep and dining areas.
  • Followed food safety procedures outlined in company policies and health and sanitation regulations to prevent food borne illness.
  • Collaborated with team members to quickly fill large orders and serve large parties.
  • Assisted management with inventory control tasks such as tracking usage rates and identifying trends to help minimize waste and costs.
  • Managed cash register transactions, balancing the till at the end of each shift with consistent accuracy.
  • Trained newly hired employees on routine tasks and customer service.

Education

Train The Trainer

Eldred Hospitality

Supervisor And Management

Eldred Hospitality

Certificate III in Companion Animal Studies

The Gordon

Certificate II in Retail And Hospitality

The Gordon

Skills

  • Problem-solving skills
  • Customer Support
  • Data Entry
  • Customer Service
  • Call Center Customer Service
  • Complaint resolution
  • Product Knowledge
  • Calm disposition
  • CRM Navigation

Timeline

Call Center Representative

Defence Health Ltd
06.2022 - Current

FOH Team Member

Stokehouse
04.2021 - 06.2022

Assistant Functions Manager

The Pier
04.2018 - 04.2021

Restaurant Supervisor

Wah Wah Gee
04.2018 - 04.2021

Retail Sales Associate

Bed Bath N' Table
04.2018 - 07.2019

Fast Food Worker

KFC
02.2015 - 04.2018

Train The Trainer

Eldred Hospitality

Supervisor And Management

Eldred Hospitality

Certificate III in Companion Animal Studies

The Gordon

Certificate II in Retail And Hospitality

The Gordon

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Bradley James