Jake Duncan
Minmi,NSW
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Sales Assistant
Repco
03.2016 - Current
- Provided exceptional service for positive shopping experiences, resulting in repeat customers.
- Streamlined processes by maintaining accurate inventory records and implementing efficient store organization strategies.
- Increased upselling success with effective product demonstrations and persuasive sales techniques.
- Exceeded daily sales quotas through proactive outreach efforts, leading to consistent top-tier performance rankings among colleagues.
- Managed multiple priorities simultaneously during high-traffic periods, maintaining composure under pressure while providing superior service levels.
- Handled customer inquiries and high-volume calls to solve billing and order problems, independently resolving numerous issues.
- Maintained current knowledge of evolving changes in the marketplace.
- Worked with cross-functional teams to facilitate swift resolution of escalated issues.
Customer Service Sales Representative
Gibson Driveshaft Services
05.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
Internal Sales Representative
Hardy Spicer
06.2020 - 05.2022
- Enhanced client satisfaction by providing exceptional customer service and addressing inquiries promptly.
- Improved internal communication by collaborating closely with various departments to ensure smooth operations in the sales process.
- Achieved high levels of customer satisfaction through timely follow-ups and proactive problem-solving strategies.
- Increased cross-selling opportunities by effectively communicating product features and benefits tailored to individual client needs.
- Balanced competing priorities and deadlines, ensuring all tasks were completed accurately and on time.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Managed high call volume with a professional demeanour, ensuring timely resolution of inquiries.
- Improved customer retention rates through personalized follow-up communication and focused problem-solving efforts.
Customer Service Sales Coordinator
Caterpillar
03.2017 - 06.2020
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Customer Service Representative
ISP
09.2015 - 03.2017
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
- Participated in storewide audits, ensuring accuracy of inventory counts and identifying areas for improvement in stock management processes.
- Consistently met personal sales goals through proactive engagement with customers and upselling techniques when appropriate.
- Provided constructive feedback during team meetings, fostering collaboration among colleagues towards shared objectives in-store performance improvements.
Education
Certificate III - Automotive Electrical Technology
Queensland TAFE
Acacia Ridge, QLD11.2014
Certificate II - Metalliferous Mining Operations
Xstrata Zinc
Mount Isa08.2010
Certificate II - Retail Supervision
Big W Target Training
Jesmond, NSW12.2007
Skills
- Complaint resolution
- Paperwork Processing
- Database entry
- Office Administration
- Call Management
- Active Listening
- Problem-solving abilities
- Adaptability
- Teamwork and Collaboration
- Customer Complaint Resolution
- Client Relationship Building
- Continuous Improvement
References
Alana Hawley
Retail Coordinator
Repco
0449 196 256
Kim Gibson
Accounts administration / Director
Gibson Driveshaft Services
0414 584 063
Stephen Curry
Personal Referee
0402 568 064
Timeline
Customer Service Sales Representative
Gibson Driveshaft Services
05.2022 - Current
Internal Sales Representative
Hardy Spicer
06.2020 - 05.2022
Customer Service Sales Coordinator
Caterpillar
03.2017 - 06.2020
Customer Service Sales Assistant
Repco
03.2016 - Current
Customer Service Representative
ISP
09.2015 - 03.2017
Certificate III - Automotive Electrical Technology
Queensland TAFE
Certificate II - Metalliferous Mining Operations
Xstrata Zinc
Certificate II - Retail Supervision
Big W Target Training
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