CALOGERO CUCUZZELLA
Melbourne,VIC
Summary
Upbeat and positive with excellent interpersonal skills, adept at building rapport and resolving issues promptly. Familiar with customer service principles and proficient in conflict resolution and communication. Known for creating positive customer experiences and fostering long-term relationships.
Overview
3
3
years of professional experience
Work History
Customer Relations Consultant
VOLVO CARS
03.2024 - 12.2024
- Consistently delivering an outstanding, personal consumer experience addressing the needs of current and future consumers across the shopping and ownership journey
- Responsible for supporting Volvo Cars to improve the society to which it lives in and bring the Volvo brand promise to life
- Communicating with Volvo customers via webchat, e-mail and inbound/ outbound telephone calls understanding their inquiry and communicating a viable solution with a high service level
- Managing lead generation, delegation, and follow-up of leads to ensure that they are being utilised effectively
- Prioritise and escalate consumer feedback and feature requests to the relevant internal teams within Volvo and Volvo Financial Services
- Continuously and actively identifying, proposing, and driving activities with stakeholders within and outside the Volvo Customer Care organisation, to further improve quality and efficiency in Volvo’s processes
Customer Specialist
NEILSON FINANCIAL SERVICES
09.2023 - 04.2024
- Managing customer enquiries and requests effectively and efficiently
- Managing the delivery of customer correspondence within agreed company frameworks, timescales and deadlines
- Effectively empathising with customers and handling objections and queries confidently to allay any concerns
- Meet expected individual targets and contribute to business and team targets ensuring all customer service, sales and cancellation queries are handled in a professional, results driven manner
- Adhering to processes and procedures all service-related matters and escalating upwards as appropriate
- Contribute towards projects designed to improve the service offered by the business
- Managing the delivery of customer correspondence within agreed company frameworks, timescales and deadlines
Contract Management Specialist
LEASEPLAN
02.2023 - 08.2023
- Discussing, drafting, reviewing, and negotiating the terms of vehicle contracts
- Providing accurate contract quotes for customers
- Monitoring the implementation and performance of signed contracts
- Managing the contract term, as well as starting new contracts and terminating expired contracts
- Supporting the sales team to achieve set targets and long-term company growth goals
- Undergoing NGDA and merger take over, ensuring compliance with both company goals and industry regulations as well as monitoring the implementation and performance of signed contracts
- Building and maintaining relationships with both the client and internal departments
- Maintaining an excellent knowledge of company’s products and add-ons to upsell where possible
- Coaching and developing the contracts team, identifying talent and providing training when required
Customer Success Specialist
RWS GROUP
09.2021 - 04.2022
- Delivering an exceptional client experience, working collaboratively with senior management to ensure brand loyalty and repeat business
- Maintaining excellent technical product knowledge in order to provide insight, tips and shortcuts for customers on how to use features and troubleshoot
- Implementing unique strategies, using intricate open feedback interviews to gain client insight
- Gathering and reporting this information, contributing to the improvement of our products, services, and overall customer experience
- Ensuring all activities and duties are compliant with regulatory requirements, policies and standards
- Identifying learning opportunities to ensure continuous improvement
Education
MARKETING COMMUNICATIONS -
Bournemouth University
Bournemouth06.2020
BTEC NATIONAL BUSINESS LEVEL 3 DIPLOMA -
The Henley College
Henley-on-Thames06.2016
9 GCSEs Key Stage 4 -
Furze Platt Secondary School
Maidenhead06.2013
Skills
- Sales strategy
- Team and resource management
- Building key relationships
- Stakeholder management
- Maintaining and recording sales data
- Process optimisation
- Risk management and issue resolution
- Reporting and administration
- MS Office
- CRM software
- Customer relations
- Team building
- Training and mentoring
Interests
Football, Motorsports, Film Producing & Video Editing
Timeline
Customer Relations Consultant
VOLVO CARS
03.2024 - 12.2024
Customer Specialist
NEILSON FINANCIAL SERVICES
09.2023 - 04.2024
Contract Management Specialist
LEASEPLAN
02.2023 - 08.2023
Customer Success Specialist
RWS GROUP
09.2021 - 04.2022
MARKETING COMMUNICATIONS -
Bournemouth University
BTEC NATIONAL BUSINESS LEVEL 3 DIPLOMA -
The Henley College
9 GCSEs Key Stage 4 -
Furze Platt Secondary School
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