Jack Elmer
Chirnside Park
Summary
Professional customer support manager with solid background in leading high-performing teams. Adept at fostering collaboration and driving results through effective communication and problem-solving. Skilled in conflict resolution, process optimization, and adapting to changing needs. Known for reliability and strong focus on achieving organizational goals.
Overview
7
7
years of professional experience
Work History
Customer Support Team Manager
Bunnings Group
12.2022 - Current
- Introduced new tools and software solutions aimed at enhancing productivity levels throughout the entire department.
- Developed strong relationships with key stakeholders, both internal and external, ensuring seamless collaboration in support-related matters.
- Promoted a positive work environment through open communication channels, recognition programs, and team-building activities.
- Streamlined communication between customer support teams across different regions, leading to more efficient issue resolution.
- Collaborated with other departments to address customer concerns in a timely manner, fostering cross-functional teamwork and communication.
- Mentored junior team members to develop their problem-solving skills and advance within the company.
- Increased first-contact resolution rates by providing ongoing training in product knowledge and troubleshooting techniques.
- Maintained a high level of customer satisfaction by implementing tailored solutions for individual clients, leading to increased retention rates.
- Established clear performance metrics for the team, allowing for better tracking of progress and identification of areas needing improvement.
- Managed escalations effectively by liaising with upper management or specialized teams when necessary, ensuring prompt resolution of complex cases.
- Analyzed support data to identify trends and inform decision-making about product improvements or additional training requirements.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
Customer Support Specialist
Bunnings Group
06.2020 - 12.2022
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Membership Services Representative
Hawthorn Football Club
10.2017 - 08.2019
- Assisted prospective and established members in person or by telephone.
- Helped members navigate systems, pay for services and resolve different concerns.
- Created successful sales presentations to highlight membership, overcome objections and close sales.
- Assisted with match day activations and junior clinics.
- Built strong donor relationships, acknowledged contributions and reached out for specific needs or yearly renewals.
- Cultivated loyal member base through events and promotion of members-only services.
Education
High School Diploma -
Doncaster Secondary College
Melbourne, VIC11-2016
Diploma - Elite Sport Business
La Trobe University
Melbourne, VIC09-2020
Certificate III - Business
AFL Sportsready
Melbourne, VIC09-2018
Skills
- Professionalism and etiquette
- Feedback management
- Client relationship building
- Customer relations
- Training and coaching
- Schedule management
- Proficient in Microsoft
- Research and due diligence
- SLA management
- Teamwork and collaboration
- Customer service
- Time management
Timeline
Customer Support Team Manager
Bunnings Group
12.2022 - Current
Customer Support Specialist
Bunnings Group
06.2020 - 12.2022
Membership Services Representative
Hawthorn Football Club
10.2017 - 08.2019
High School Diploma -
Doncaster Secondary College
Diploma - Elite Sport Business
La Trobe University
Certificate III - Business
AFL Sportsready
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