Summary
Overview
Work History
Skills
Timeline
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David Clarke

Greenwith,SA

Summary

Proven leader in customer service with a track record of enhancing client satisfaction and streamlining operations at A. Noble & Son. Excelled in team management and CRM software, boosting team productivity and customer retention. Demonstrated expertise in complaint resolution and critical thinking, significantly improving service delivery and business development. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

12
12
years of professional experience

Work History

Customer Service Team Leader

A. Noble & Son
01.2023 - Current
  • Lead a team of 20 customer service representatives around Australia across Product and Service revenue streams.
  • Mentored new hires, providing guidance to ensure their successful integration into the team.
  • Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
  • Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment.
  • Transitioned team to a brand-new CRM and ERP.
  • Developed product pricing and discount structure.
  • Developed and presented numerous charts to show continuous improvement.

Dispatch Officer

Best Bricks and Pavers
06.2022 - 01.2023
  • Mitigated potential conflicts between drivers or customers by acting as a liaison during high-pressure situations.
  • Developed strong relationships with clients by providing consistent updates on shipment statuses and addressing concerns promptly.
  • Collaborated with warehouse staff to prioritize shipments based on urgency and importance.
  • Maintained accurate records of dispatched orders, ensuring efficient billing processes and client satisfaction.
  • Coordinated daily dispatch operations to ensure on-time deliveries and maximize fleet utilization.

Expeditor

A. Noble & Son
09.2018 - 06.2022
  • Managed high volumes of orders while maintaining accuracy through attention to detail and effective time management skills.
  • Handled urgent requests from customers, working diligently to resolve issues quickly without compromising quality standards, adhering to contracted Service Level Agreements.
  • Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
  • Improved delivery times by closely monitoring and prioritizing urgent orders.
  • Enhanced client satisfaction by providing exceptional customer service and addressing inquiries promptly.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Customer Service Representative

Rentokil
05.2012 - 09.2018
  • Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
  • Supported team members during peak periods by sharing workload and providing guidance when needed.
  • Contributed to positive team culture, driving motivation and productivity among peers.
  • Boosted sales revenue by identifying customer needs and recommending appropriate products or services.

Skills

  • Team Management
  • Complaint resolution
  • Call center experience
  • Report Preparation
  • CRM software expertise
  • Teamwork and Collaboration
  • Product Sales
  • Business Development
  • Problem-solving abilities
  • Critical Thinking

Timeline

Customer Service Team Leader

A. Noble & Son
01.2023 - Current

Dispatch Officer

Best Bricks and Pavers
06.2022 - 01.2023

Expeditor

A. Noble & Son
09.2018 - 06.2022

Customer Service Representative

Rentokil
05.2012 - 09.2018

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David Clarke