Harold Burch
Brisbane,QLD
Summary
Experienced and dedicated professional with a strong background in customer service and team management. Proven track record of fostering positive relationships with customers and colleagues, driving performance, and achieving business goals. Seeking a fulfilling customer service role in a professional environment that values community outcomes and social contribution
Overview
17
17
years of professional experience
1
1
Certification
Work History
Energy Specialist
Origin Energy
Brisbane, QLD
10.2025 - 02.2026
- Executed comprehensive customer service delivery, consistently exceeding expectations while upholding a courteous and professional demeanour.
- Developed and implemented energy management strategies to optimize client energy usage
- Facilitated onboarding and offboarding processes, supported billing inquiries, and addressed metering and broadband issues.
- Demonstrated proficiency in written and verbal communication, effectively engaging customers across diverse platforms including email and social media.
- Exercised sound commercial judgment to enhance customer experiences while adhering to risk and regulatory frameworks.
- Analyzed information and data to address customer queries and resolve issues.
- Analyzed business processes to identify improvement opportunities and initiated change requests through collaboration with cross-functional teams.
- Facilitated effective communication with customers, company staff, and office colleagues across various platforms, including email and social media.
- Assisted customers from diverse cultural backgrounds with various needs. Supported interpreters in facilitating communication for sensitive domestic situations. Aided individuals with medical requirements in accessing necessary services.
- Guided customers in understanding energy plans and bills, supported negotiations for optimized energy plans, and managed account openings and closings for broadband services.
Assistant Store Manager
RM Williams
Brisbane - DFO, QLD
08.2024 - 05.2025
- Managed daily store operations and supported Store Manager with administrative tasks to enhance overall efficiency.
- Supervised, trained, and motivated staff, resulting in consistently meeting or exceeding sales targets.
- Monitored key performance indicators (KPIs) and actively contributed to business growth initiatives.
- Ensured exceptional customer satisfaction through expert product knowledge and creating positive shopping experiences.
- Assisted with stock control, merchandising, and maintaining impeccable store presentation.
- Efficiently managed cash registers, ensuring accurate transactions, daily drawer balancing, and minimizing discrepancies.
- Fostered positive work culture by promoting teamwork and recognizing individual staff achievements to boost morale.
- Developed a loyal customer base through personalized interactions, significantly increasing repeat business and in-store visits.
Sales Team Member
RM Williams
Carindale, QLD
11.2022 - 08.2024
- Delivered exceptional customer service and provided tailored product recommendations.
- Built strong relationships with customers and colleagues to enhance team collaboration and customer satisfaction.
- Supported all store functions, including sales, inventory management, and merchandising.
- Assisted customers in locating products and utilized the store system to check merchandise availability at other locations.
- Utilized CRM software to track leads, manage contacts, and monitor progress toward sales goals, ensuring organized follow-up.
- Processed product returns and assisted customers with alternative selections.
- Promptly resolved customer issues, ensuring their continued loyalty.
- Prepared merchandise for the sales floor through accurate pricing and tagging.
- Recommended specific products and specials to customers based on individual needs and preferences, driving personalized shopping experiences.
Assistant Store Manager
RM Williams
Mt Gravatt, QLD
03.2021 - 11.2022
- Managed daily store operations and provided essential administrative support to the Store Manager.
- Supervised, trained, and motivated staff to achieve sales targets.
- Monitored KPIs to identify trends and support business growth initiatives.
- Ensured high levels of customer satisfaction through expert product knowledge and a positive shopping experience.
- Assisted with stock control, merchandising, and store presentation.
- Managed cash registers to ensure accurate transactions and balanced drawers, reducing discrepancies.
- Fostered a positive work culture by promoting teamwork and regularly recognizing individual staff achievements.
- Built a loyal customer base through personalized interactions, driving repeat business and boosting in-store visits.
Assistant Store Manager
Australian Produce Store - Brisbane International Airport
Brisbane, QLD
03.2009 - 03.2021
- Ensured high customer service standards while consistently achieving sales targets.
- Managed store operations, delegated responsibilities, and supported Store Manager to ensure smooth daily functioning.
- Trained and developed staff to improve individual skills and overall team effectiveness.
- Interviewed, hired, and trained staff associates, ensuring compliance with company policies.
- Mentored new employees on company policies, procedures, and best practices to ensure their successful integration.
- Enhanced store appearance by maintaining cleanliness and implementing strategic merchandise displays to attract customers.
- Worked effectively with individuals from diverse backgrounds, demonstrating strong cultural sensitivity and communication skills.
Skills
- Computer literacy
- Familiarity with various software
- Inventory management
- Visual merchandising
- Exceptional customer service
- Clear and professional communication
- Strong attention to detail
- Effective time management
- Thrives in fast-paced environments
- Team supervision and motivation
- Collaborative work style
- Supportive of management objectives
- Training and development
- Conflict resolution
- Customer Service & Communication
- Management & Leadership
- Inventory management
Certification
The Contact Centre Experience Course - GenU Training
Diploma of Retail Management – ARA Retail Institute
Responsible Management of Licensed Venues – Academy Hospitality Australia
Accomplish Skills for the Computer & Internet: Digital Literacy – Genu Training
Responsible Service of Alcohol – Express Online Training
Diploma of Retail Management – ARA Retail Institute
Responsible Management of Licensed Venues – Academy Hospitality Australia
Accomplish Skills for the Computer & Internet: Digital Literacy – Genu Training
Responsible Service of Alcohol – Express Online Training
Affiliations
Songwriting
Karaoke
Dining out
Socializing with friends & family
Meeting new people
Walks in nature
Karaoke
Dining out
Socializing with friends & family
Meeting new people
Walks in nature
Referees
- Trish Smith - Origin Energy - 0416 514 725 - trish.smith@origin.com.au
- Bernie Wheaton - RM Williams - 0438 789 914 - rcarindale@rmwilliams.com.au
Timeline
Energy Specialist
Origin Energy
10.2025 - 02.2026
Assistant Store Manager
RM Williams
08.2024 - 05.2025
Sales Team Member
RM Williams
11.2022 - 08.2024
Assistant Store Manager
RM Williams
03.2021 - 11.2022
Assistant Store Manager
Australian Produce Store - Brisbane International Airport
03.2009 - 03.2021