Jake Durham
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
9
9
years of professional experience
Work History
Section Waiter
Thermidor
06.2024 - Current
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Developed strong product knowledge of menu offerings to provide informed recommendations on dishes according to guests'' preferences or dietary restrictions.
- Promoted a positive team environment by collaborating closely with colleagues to manage workload efficiently.
- Supported restaurant operations by assisting in tasks such as inventory management and stock replenishment when needed.
- Provided excellent service during high-volume shifts, maintaining professionalism under pressure.
Customer service specialist
Eco Outdoor Sydney
01.2023 - 09.2023
- Responding to customers queries in a timely and accurate way via phone and email nationally over Australia
- Booking and organizing deliveries, liaising with freight companies and third parties
- Manage large amounts of incoming calls
- Building sustainable relationships and trust with customer accounts through open and interactive communication
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Doing both inbound and outbound calls
- Open and maintain customer accounts by recording account information
- Assist with placement of orders and refunds.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Casual sales assistant
Footlocker Charlestown
09.2022 - 01.2023
- Providing thoughtful, convenient service to customers
- Consistently reaching sales targets
- Always having attention to detail
- Point of Sale (POS) Systems
- Trend awareness
- Processing stock
- Strong awareness of KPI's
- Successfully maintained strong customer service relationships with new and existing customers through loyal, honest and knowledgeable service.
- Assisted customers by asking open-ended questions to understand needs and suggest suitable merchandise.
- Maintained knowledge of current promotions, policies regarding payment, exchanges, returns.
- Greeted customers upon entry and provided assistance with product selection.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
Assistant Store Manager
General Pants Northland
05.2022 - 09.2022
- Direct sales and floor activities ensuring excellence in customer service and resolving store level problems
- Establish sales goal, manage budgets, devise sale forecasts and consistently maximize sales and profits
- Analyze consumer behaviors and adjust product placing
- Handle customer complaints
- Coach new and existing team members
- Motivate my team to achieve optimal results in KPI's and added values.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Prepared staff work schedules and assigned team members to specific duties.
Assistant Store Manager
Hype DC Melbourne Central
11.2021 - 05.2022
- Direct sales and floor activities ensuring excellence in customer service and resolving store level problems
- Establish sales goal, manage budgets, devise sale forecasts and consistently maximize sales and profits
- Analyze consumer behaviors and adjust product placing
- Handle customer complaints
- Coach new and existing team members
- Motivate my team to achieve optimal results in KPI's and added values.
- Maintained accurate records of all transactions, stock levels and employee performance metrics.
- Prepared staff work schedules and assigned team members to specific duties.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Customer service officer
Wilson Parking Melbourne
03.2021 - 11.2021
- Maintain a high-volume workload within a fast paced environment
- Assisted an average of 200 clients a day and consistently met performance benchmarks in all areas (speed, accuracy and volume)
- Adept at following communication scripts to properly handle various needs in a poised and professional manner
- Working to keep and increase customer satisfaction with every phone call
- Continually worked to enhance call centre's reputation by providing quality and timely service
- Address all customer service queries in a polite, accurate, and timely fashion
- Processed credit card and electronic check payments utilizing company database and software.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Educated customers on special pricing opportunities and company offerings.
- Set up and updated customer accounts to facilitate smooth purchases.
Footwear department manager
JD Sports Kotara
03.2019 - 03.2020
- Management of a small team
- Having awareness of stock incoming and outgoing
- Strong upkeep of KPI's above company standard
- Planning floor moves, merchandising placements and sale setups
- Very strong customer service skills led by great problem solving techniques
- Ranked 1# in the Asia Pacific for sale strike rate with shoe care.
- Monitored customer feedback and implemented changes based on customer preferences.
- Ordered additional supplies when necessary such as shoe laces, insoles.
- Assisted in developing marketing plans for new products within the footwear department.
- Conducted regular training sessions with employees to ensure proper product knowledge was maintained.
Part time sales assistant
Glue Store Kotara
08.2017 - 03.2019
- Providing thoughtful, convenient service to customers
- Consistently reaching sales targets
- Always having attention to detail
- Point of Sale (POS) Systems
- Trend awareness
- Processing stock
- Strong awareness of KPI's
- Successfully maintained strong customer service relationships with new and existing customers through loyal, honest and knowledgeable service.
- Organized store by returning merchandise to proper areas and restocked displays.
- Assisted in creating displays to promote products.
- Cleaned shelves, counters and tables to maintain organized store.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
Hospitality all-rounder
Wests New Lambton
04.2017 - 08.2017
- Working in over 8 sections in Wests
- Being able to multitask
- Point of Sale (POS) Systems
- Cooking, serving, greeting & cash handling
- Following alcohol and gambling laws.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Identified needs of customers promptly and efficiently.
Console operator
BP Service Station Warnersbay
11.2016 - 04.2017
Waiter
Grill'd Kotara
12.2015 - 11.2016
Education
Year 12 -
St. Francis Xavier's College
Skills
- Customer Retention
- Customer Relations
- Good Communication Skills
- Complaint Handling
- De-Escalation Techniques
- Problem Resolution
- Conflict Mediation
- Customer Service
Timeline
Section Waiter
Thermidor
06.2024 - Current
Customer service specialist
Eco Outdoor Sydney
01.2023 - 09.2023
Casual sales assistant
Footlocker Charlestown
09.2022 - 01.2023
Assistant Store Manager
General Pants Northland
05.2022 - 09.2022
Assistant Store Manager
Hype DC Melbourne Central
11.2021 - 05.2022
Customer service officer
Wilson Parking Melbourne
03.2021 - 11.2021
Footwear department manager
JD Sports Kotara
03.2019 - 03.2020
Part time sales assistant
Glue Store Kotara
08.2017 - 03.2019
Hospitality all-rounder
Wests New Lambton
04.2017 - 08.2017
Console operator
BP Service Station Warnersbay
11.2016 - 04.2017
Waiter
Grill'd Kotara
12.2015 - 11.2016
Year 12 -
St. Francis Xavier's College
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