CHARLIE CATTERALL
Randwick,NSW
Summary
Dedicated individual with experience in customer service, contracts and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
6
6
years of professional experience
Work History
Customer Service Executive
Procurri Europe Limited
05.2020 - 05.2023
- Lead team member responsible for day to day operations with clients bringing in £2 million margin annually.
- Developed working relationships with clients and suppliers while assisting with account management duties.
- First point of call for all customer escalations, responsible for quick resolutions and putting measures in place to eliminate reoccurrence.
- Delivered exceptional training and hands-on motivation to team members to further develop their abilities and increase client satisfaction.
- Hosted weekly meetings with clients to discuss performance, gain understanding of their requirements and strengthen relationships.
- Valued member within an IT system development team. Involving daily discussions with internal and external IT and Sales teams to identify requirements and ensure all paths flow correctly, allowing the project to move into the live environment.
- Report creation and analysis. Ran daily, weekly and monthly reports to stay in front of any problems and rectify before the client is impacted.
Customer Service Executive
EAF Supply Chain Ltd
09.2018 - 05.2020
- Escalated critical customer issues to supervisor to avoid lost revenue and escalations.
- Corresponded with customers to collect payments and ensure no delay in billing.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
Business and Administration Apprentice
EAF Supply Chain Ltd
09.2017 - 09.2018
- Completed Business and Administration course while working a full time customer service role.
- Gathered, organized and input information into digital database.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply.
- Responded to inquiries from callers seeking information.
Education
City And Guilds Level 3 - Computer Aided Design (CAD) 2D & 3D
07.2017
A-Level - Business Studies
07.2017
A-Level - Accounting
07.2017
GCSE - 10 GCSE's Inc. Maths, English Literature, Sciences
07.2015
Skills
- Escalation resolution
- Proficient in Word / Excel / PowerPoint
- Account management
- Staff education and training
- Product sourcing
- Client relationship management
- Professional telephone demeanour
- Creative problem solving
- Shipping procedures understanding
- International sales support
- Report preparation
- Database management
- New account creation
- Order management and fulfilment
Timeline
Customer Service Executive - Procurri Europe Limited
05.2020 - 05.2023
Customer Service Executive - EAF Supply Chain Ltd
09.2018 - 05.2020
Business and Administration Apprentice - EAF Supply Chain Ltd
09.2017 - 09.2018
Bracknell And Wokingham College - City And Guilds Level 3, Computer Aided Design (CAD) 2D & 3D
Bracknell And Wokingham College - A-Level, Business Studies
Bracknell And Wokingham College - A-Level, Accounting
Salesian College - GCSE, 10 GCSE's Inc. Maths, English Literature, Sciences
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