Felix Pak
Sydney,NSW
Summary
Driven Customer Experience Specialist committed to providing quality service and timely issue resolution. Proficient communicator and detail-oriented. Proven track record of enhancing customer satisfaction, driving sales growth, and improving operational efficiency. Accustomed to working in stressful, high-volume call environments while providing efficient and accurate support.
Overview
9
9
years of professional experience
Work History
Employee Engagement Consultant/Specialist
Reward Gateway
01.2023 - Current
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Built and managed accurate sales pipeline to maintain high volume of activity.
- Delivered outstanding service to C-suite and HR Business Partners to maintain and extend relationship for future business opportunities.
- Innovative prospecting involving 80 calls a week, emails, and personalised video message cards
Sales Development Team Lead
OwnBackup
04.2021 - 11.2022
- Headed the APAC territory as part of the inbound global team and ensured prospects were responded to in under 15 minutes
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Leveraged Salesforce CRM to qualify leads, book multiple discovery calls a week, and generate opportunities with detailed notes for account executives
- Sourced over $1.5M USD in pipeline deals each quarter by proficiently utilising inbound and outbound prospecting digital tools, including LinkedIn Sales Navigator, Salesloft, ZoomInfo, Lusha, and Qualified Chat.
Customer Care Specialist
ING Australia
06.2019 - 04.2021
- Consistent completion of 70+ inbound calls each day for personal and business customer inquiries, while achieving high levels of adherence to schedule times, and receiving post-customer survey scores of 4.5+/5
- Lodged sales leads per call for new and existing banking customers and attained 200% cross-sell targets across products in home loans, insurance, superannuation, and credit cards
- Mastery of inbound and outbound scripting for bank processes, resulting in 90-95% call centre Quality Assurance scores.
Audit and Assurance Associate
Grant Thornton Australia Ltd
05.2018 - 06.2019
- Effective correspondence with C-Suite level executives and leadership team during audits to better understand company processes
- Diverse exposure working with mid-tier clients across industries in technology and media, manufacturing, energy and resources, food and beverages, health and aged care, consumer products, and retail to gain corporate experience
- Part of multiple teams delivering high-quality audits for June and December year-end periods, resulting in 10% increase in revenue and 90% client satisfaction per 2018 half-yearly report.
Sales, Operations and Finance Specialist
Apple Pty Limited
09.2015 - 04.2018
- Offered exceptional customer service by educating and assisting customers on Apple products and services, consistently achieving high Net promoter scores (9-10) and receiving positive customer feedback
- Exceeded personal sales goals and voted 'Red Zone Sales Employee of the Year' in 2017
- Provided financing and consultative support for customers through Latitude Financial Services
- Performed accurate end-of-day cash reconciliation procedures with zero discrepancies in an efficient and timely manner.
Education
Bachelor of Business Majoring in Accounting And Finance -
Higher School Certificate -
Skills
- Adaptability and Flexibility
- Customer Service and Experience
- Customer Satisfaction
- Project and Pipeline Management
- Complaint Resolution
- Active Listening
- Critical Thinking and Analysis
- CRM Software
- Teamwork and Collaboration
- Time Management
- Winning By Design Sales Methodology
- Cold Calling and Prospecting
Timeline
Employee Engagement Consultant/Specialist - Reward Gateway
01.2023 - Current
Sales Development Team Lead - OwnBackup
04.2021 - 11.2022
Customer Care Specialist - ING Australia
06.2019 - 04.2021
Audit and Assurance Associate - Grant Thornton Australia Ltd
05.2018 - 06.2019
Sales, Operations and Finance Specialist - Apple Pty Limited
09.2015 - 04.2018
University of Technology - Bachelor of Business Majoring in Accounting And Finance,
Penrith Selective High School - Higher School Certificate,
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