Dennis Mercuri
Sydney
Summary
Customer relations professional with robust background in enhancing client experiences and streamlining customer service operations. Known for effective team collaboration and driving impactful results. Recognised for adaptability and reliability in dynamic environments, excelling in conflict resolution and client engagement.
Overview
15
15
years of professional experience
Work History
Customer Relations Manager
Parramatta Motor Group Sales & Service
02.2024 - Current
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Contributed to product development efforts by providing insights on consumer preferences gathered from direct client interactions and feedback analysis.
- Implemented effective communication strategies for better understanding of customer needs and expectations.
- Established performance and service goals and held associates accountable for individual performance.
- Made customers aware of current and new programs and services.
- Collaborated with cross-functional teams to address systemic issues impacting customer experiences.
- Instituted structured follow-up processes with clients post-issue resolution, ensuring satisfaction and gathering valuable feedback for continuous service improvement.
- Designed targeted campaigns to address specific pain points identified through customer surveys, leading to increased satisfaction levels among target demographics.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained statistical database of customers using Vital Marketing for types of customer complaints, resolutions offered by organisation and satisfaction rating by customer.
- Analysed customer feedback data to identify trends and areas requiring improvement initiatives.
- Optimised CRM software usage for better tracking of interactions between customers and company representatives.
- Introduced innovative solutions to recurring problems, reducing complaint escalation rates significantly.
- Applied industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Directed team of 5 customer service advisors while helping front-line team members work effectively with over 100 daily customers.
CEO Representative - Senior Resolution Officer
SAMSUNG Australia SEAU
01.2020 - 02.2024
- End-to-end case management of high-risk and escalated customer complaints received via numerous customer feedback portals including CEO portal
- Department of Fair-Trading Registry and other Public Relations (PR) outlets
- Investigation and analysis of high-risk cases to understand the root cause for serious escalation
- Liaising with regulatory agencies regarding customer escalations and providing resolution and/or feedback
- Representing Samsung at relevant meetings with regulatory bodies
- Completing VOC case studies in alignment with Global KPI standards and requirements
- Liaising with Samsung Head Quarters for KPI achievement and requirements
- Liaising with internal Samsung departments for resolution assistance Escalating issues of high risk for future change requirements
- Analysis of customer feedback to identify the root cause of dissatisfaction reasons and areas of potential improvement to drive customer satisfaction
- Proposing and developing improvement plans for identified areas of risk and customer dissatisfaction
- Decision-making for customer resolution based on company policy
- Making outbound calls to customers and external partners
- Translate the issue of the customer clearly and concisely, from verbal communication into a written format
- Providing a monthly risk analysis report to the Samsung management team
- Other additional duties as instructed by management
- Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
- Ensured regulatory compliance by developing robust policies, procedures, and internal controls.
General Manager
IPS Integrated Programmed Services
01.2015 - 01.2020
- Obtained profit contribution by managing staff and establishing and accomplishing business objectives
- Built company image by collaborating with customers, government, community organizations, and employees; and enforcing ethical business practices
- Increased management's effectiveness by recruiting, selecting, orienting, training, coaching, counselling, and disciplining managers
- Communicating values, strategies, and objectives; assigning accountability; planning, monitoring, and appraising job results
- Developed incentives; cultivated a climate for offering information and opinions and providing educational opportunities
- Developed strategic plan by studying technological and financial opportunities, presenting analysis, and recommending objectives
- Accomplished subsidiary objectives by establishing plans, budgets, and results measurements, allocating resources, reviewing progress, and making mid-course corrections
- Co-ordinated efforts by establishing procurement, production, marketing, field, and technical services policies and practices; and coordinating actions with corporate staff
- Maintained quality service by establishing and enforcing organization standards
- Maintained professional and technical knowledge by attending educational workshops and reviewing professional publications
- Establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies
- Contributed to team effort by accomplishing related results as needed
Senior Customer Service Resolution IDR/ EDR
NAB
12.2009 - 01.2015
- Maintain and improve job knowledge of relevant products and procedures by attending required training
- Actively participate in team meetings, discussions and general feedback to ensure that all issues affecting team matters are addressed openly and with integrity
- Investigated and prepared timelines for assigned complaints, engaging all parties involved when required
- Managed logs and all written complaints & managed comprehensive investigations on all files received
- Enforced company policies and procedures Worked in a collaborative team environment and instilled team contribution
- Achieved customer service objectives by contributing customer service information and recommendations to strategic plans and reviews
- Implementation of production, productivity, quality, and customer service standards
- Determined customer service requirements by maintaining contact with customers and visiting operational environments
- Improved customer service quality results by studying, evaluating, and re-designing processes establishing and communicating service metrics and monitoring and analysing results
- Maximizing customer operational performance by providing help desk resources and technical advice
- Resolved problems and disseminates advisories and warnings
- Aided the case managers to help reduce escalations to IDR
Education
MBA - Business & Management
Western Sydney University
Sydney, NSW09.2014
BBA - Finance
Macquarie University
Macquarie Park, NSW10.1993
Skills
- Short-Term and Long-Term Focus
- Customer service skills
- Strong decision-making skills
- Strong work ethic
- Quality assurance
- CRM software proficiency
- CRM tracking
- Customer surveys
- Customer complaints escalation
- Strong leadership
- Problem resolution
- Conflict resolution
Timeline
Customer Relations Manager
Parramatta Motor Group Sales & Service
02.2024 - Current
CEO Representative - Senior Resolution Officer
SAMSUNG Australia SEAU
01.2020 - 02.2024
General Manager
IPS Integrated Programmed Services
01.2015 - 01.2020
Senior Customer Service Resolution IDR/ EDR
NAB
12.2009 - 01.2015
MBA - Business & Management
Western Sydney University
BBA - Finance
Macquarie University
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