Dylan Gray
Drouin,VIC
Summary
Dedicated professional focused on delivering exceptional customer service in fast-paced environments. Committed to continuous learning and skill development, contributing positively to team dynamics. Prioritizes safety and presentation, ensuring a respectful and supportive workplace. Reliable and honest, consistently striving to exceed expectations and add value to the organization.
Overview
17
17
years of professional experience
Work History
Customer Service
Swoop isp
12.2022 - Current
- Customer service duties, acting as SME for Swoop's products and services.
- Handling escalated customer and technical issues, providing support and mentoring to frontline staff.
- Assisting with training, documentation, and team development.
- Processing customer inquiries and resolving complaints.
- Ensuring KPIs and service levels are met.
- Supporting day-to-day operations and providing frontline support when required.
- Staying up to date with company policies and industry changes.
Customer Service
Autopacific group
10.2019 - 12.2022
- Customer Service duties, answering phone calls, stock checks, liaising with customers and suppliers on a daily basis, entering customer orders for despatch.
- Handling large weekly retail orders.
- Creating Credits and handling claims.
- Prioritizing urgent orders to meet customer's requirements.
- Processing orders, invoices and customer follow ups.
- Handling customer complaints and product issues to improve business quality.
Officer Manager/Customer Service
Dyason Manufacturing
06.2017 - 10.2019
- Officer Manager/Customer Service duties, liaising with customers and suppliers on a daily basis, creating work orders for the factory floor and ordering material for orders.
- Prioritizing urgent orders to meet customer's requirements.
- Processing orders, invoices and customer follow ups.
Retail Sales
Stratco
03.2015 - 03.2017
- Retail sales role, trained in providing quotes in home structural projects such as sheds roofing, patios, sub flooring and fencing.
- Assisted installers with costing projects due to large numbers of orders.
- Completed additional training in product information and selling skills to improve customer satisfaction and further improve sales knowledge.
- Championed the merchandising of the show room, handling of customer phone calls and follow up of quotes.
- Chasing orders through the production process and advising customers of delivery Eta's.
- On site forklift training, POS, promotions, stock replenishment, stock adjusting and receiving goods.
Retail Sales
AutObarn Group
01.2014 - 03.2015
- Retail sales experience, developed a high level of customer service and learnt about the spare parts process and requirements for customers in the DIY category.
- Charged with being responsible for the in store product merchandising and presentation.
- Experienced in the use of Global POS and stock reorder program, Oscar online parts (Auto Info) look up program and AutObarn special orders and Buy in processes.
- Gained valuable knowledge in the automotive parts and accessories categories.
- Completed multiple key supplier product information presentations across various categories to further improve product knowledge and confidence in selling, resulting in an increase in sales.
- Set up promotional catalogue POS and promotional end caps, involved in the replenishment of stock and provided support as required to my follow team members.
Part Time
Nandos Pakenham
01.2009 - 01.2014
- Learnt the valuable basics in customer service, cash handling and frontline retailing.
- This also included handling of customer's phone orders and the supervising and training of new employees.
- During this time I completed the certificate III in hospitality and the Certificate IV in frontline management through Nandos.
Education
Visual art course -
Chisholm Tafe
01.2013
Year 12 -
St Francis Xavier college
Beaconsfield01.2011
Certificate III - hospitality
Nandos
Certificate IV - frontline management
Nandos
Certificate II - Visual Arts
Nandos
Skills
- Customer service
- Conflict resolution
- Technical support
- Training development
- Documentation creation
- Order processing
Hobbies
- Basketball player and fan
- Cosplay creation
- Painting figures and arts
- Car enthusiast
- Video gaming
Timeline
Customer Service
Swoop isp
12.2022 - Current
Customer Service
Autopacific group
10.2019 - 12.2022
Officer Manager/Customer Service
Dyason Manufacturing
06.2017 - 10.2019
Retail Sales
Stratco
03.2015 - 03.2017
Retail Sales
AutObarn Group
01.2014 - 03.2015
Part Time
Nandos Pakenham
01.2009 - 01.2014
Visual art course -
Chisholm Tafe
Year 12 -
St Francis Xavier college
Certificate III - hospitality
Nandos
Certificate IV - frontline management
Nandos
Certificate II - Visual Arts
Nandos