Liam Gilles
Summary
Talented director with extensive sales, customer service, stakeholder management and
marketing experience, resulting in market leadership in our serviced locations.
Highly effective and comfortable working with people at all organisational levels.
Recently completed an MBA whilst working full-time to further my business skills and knowledge.
Overview
11
11
years of professional experience
Work History
Technical Customer Solutions Team Leader - ANZ
MSD Animal Health
Sydney, NSW
01.2023 - Current
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proved successful working within tight deadlines and a fast-paced environment.
- Managed and motivated employees to be productive and engaged in work.
- Monitored and analysed business performance to identify areas of improvement and make necessary adjustments.
- Established team priorities, maintained schedules, monitored team performance and mentored team members.
Customer Relations and Enquiries
The Wymap Group
Sydney, New South Wales
03.2022 - 12.2022
- Created and implemented new training documentation and processes for new employees.
- Managed customer notifications of consignment arrivals.
- Managed and monitored customer phone and email enquiries.
- Processed invoices.
- Monitored and escalated airfreight customs status.
- Liaised with on ground team to ensure safe and speedy handling of consignments.
- Worked closely with airline clients and freight forwarding customers to expedite requests to ensure customer satisfaction.
- Monitored export cut off times and liaised with drivers to ensure lodgment times are met.
Business Claims & Sales Consultant
Insurance Australia Group
Sydney, NSW
03.2020 - 03.2022
- Start to finish contact point for customers and brokers during process of claim.
- Used consultative sales approach and active listening to understand customer needs and recommend relevant offerings.
- Evaluated and settled complex insurance claims in strict timeframes, resulting in customer satisfaction and retention.
- Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
- Checked documentation for accuracy and validity, requiring high level attention to detail.
Flight Clerk & Customer Service
Menzies Aviation
Sydney, NSW
01.2020 - 03.2020
- Processed import and export documentation.
- Adhered to strict airline, customer, quarantine and airport requirements and procedures.
- Answered phone and email enquiries.
- Managed customer enquiries at reception.
- Worked closely with the warehouse team to ensure safe and speedy handling of import & export shipments.
- Coordinated flight build up as per carriers request.
Director, Customer Service & Sales Manager
Vets To Go Pty Ltd
Sydney, NSW
10.2016 - 12.2019
- Held weekly meetings to identify techniques and strategies to overcome obstacles.
- Established and maintained a database of over 600 clients.
- Trained and developed new sales team associates in products, selling techniques and company procedures.
- Targeted new markets and increased sales through proactive sales and negotiation techniques.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Addressed customer complaints directly to ensure customer satisfaction and loyalty.
- Developed strategic relationships with existing customers while conducting cold calls with prospects.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Attracted new clientele and developed customer relationships by hosting events.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Travel Agent
STA Travel
Sydney, NSW
02.2013 - 09.2016
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Collaborated with senior management to improve customer service processes and support structures
company-wide. - Contacted existing and prospective customers by phone or email on consistent basis, which resulted in
regularly surpassing sales targets. - Trained and regularly mentored associates on performance-oriented strategies and customer service
techniques. - Researched and corrected regular, advanced and long-standing customer concerns to promote company
loyalty. - Spearheaded customer satisfaction survey and analysed results to make action plans.
Education
MBA -
RMIT University
Online Correspondence 2022
Graduate Certificate in Business Administration -
RMIT University
Online Correspondence 10.2020
Skills
- Sales
- Customer service
- Account management
- Complaint Resolution
- Data analysis
- Staff management
- Stakeholder management
- Marketing
References
Available Upon Request
Timeline
Technical Customer Solutions Team Leader - ANZ
MSD Animal Health
01.2023 - Current
Customer Relations and Enquiries
The Wymap Group
03.2022 - 12.2022
Business Claims & Sales Consultant
Insurance Australia Group
03.2020 - 03.2022
Flight Clerk & Customer Service
Menzies Aviation
01.2020 - 03.2020
Director, Customer Service & Sales Manager
Vets To Go Pty Ltd
10.2016 - 12.2019
Travel Agent
STA Travel
02.2013 - 09.2016
MBA -
RMIT University
Graduate Certificate in Business Administration -
RMIT University