MANOJ KUMAR
Craigieburn,Australia
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service over the phone or face to face.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service & Sales Representative
Hampton Blinds
12.2021 - Current
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Contributed to positive team culture, driving motivation and productivity among peers.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Enhanced team performance, providing continuous training and support to new and existing representatives.
- Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
- Quoting customers off the house plans while the house is under construction
- Putting order in system by using Microsoft Excel/Words
- Liaising between different departments to resolve customers needs
- Adhere to scheduled roster and effectively manage appointments with minimal wait times and within agreed service level agreements
- Upsell and recommend the best solution for window furnishings as per client’s requirements
New Home Sales & Customer Service Consultant
Burbank Australia
12.2020 - 12.2021
- Delivered engaging presentations to showcase home features and benefits, resulting in higher conversion rates.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Run & maintain Display Centre
- Worked closely with internal team members such as mortgage officers, title agents, construction project managers for seamless transaction coordination.
- Guide buyers through sales process, explain any restrictions and to sign up buyers to initial deposit and complete all required paper work and then submit completed file to the head office
- Collect information from purchasers and potential purchasers
- Conducted regular follow-ups with prospective buyers, maintaining interest levels and fostering long-term relationships.
- Present and sign new home construction contract
- Maintain up to date database
- Monitor market conditions and competitor activities, pricing and product offers, to maintain an up-to-date knowledge which assisted the sales process and assist in the development of marketing strategies for head office
- Maintain a strong customer focus
- Attend monthly sales & customer service team meetings at head office
- Participated in ongoing professional development opportunities staying current on industry best practices and emerging trends in the new home sales market.
Customer Service & Sales Representative
Into Blinds
02.2018 - 12.2020
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Maintain Display Showroom
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Contributed to positive team culture, driving motivation and productivity among peers.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Enhanced team performance, providing continuous training and support to new and existing representatives.
- Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
- Quoting customers off the house plans while the house is under construction
- Putting order in system by using Microsoft Excel/Words
- Liaising between different departments to resolve customers needs
- Adhere to scheduled roster and effectively manage appointments with minimal wait times and within agreed service level agreements
- Upsell and recommend the best solution for window furnishings as per client’s requirements
Inbound Customer Service & Telesales Consultant
Foxtel Pty Ltd
09.2008 - 02.2018
- I have been one of the top Customer Service & Sales Consultants nationally (Inbound and outbound) with Foxtel for more than 9 years and have primarily worked with residential Customer Service and Sales department over this time
- Collaborated closely with other departments for seamless order processing, ensuring timely delivery of products or services to clients.
- I have also helped other departments and stake holders in times of need like customer retention, upgrades and customer service which has helped me in acquiring broader skill set and good understanding of varied business processes
- Maximizing sales by prospecting new customers and converting queries into successful sales results
- Warm calling and making outbound calls to generate more business
- Maintained accurate records of customer interactions using CRM software for improved tracking and follow-up activities.
- Enhanced team performance with effective collaboration, sharing best practices and continuous improvement efforts.
- Utilized time management skills to prioritize tasks and consistently meet or exceed daily call quotas.
- Customer retention through explaining product benefits and offering effective solutions meeting customer needs
- Developing business by up-selling and cross-selling various Foxtel’s products and services
- Liaising between different departments to resolve customers’ needs
- Adhere to scheduled roster and effectively manage sales calls with minimal wait times and within agreed service level agreements
- Achieved most residential sales for financial year ending 2016 and 100% rating for sales quality / compliance from financial years 2010 till 2018
- Have been consistently awarded and commended in rewards and recognition functions for exceeding KPI’s and being one of the top 10 customer service & sales consultants with highest Average Revenue Per Customer per sale and high Net promoter score
- Participated actively in weekly sales meetings to discuss strategies for achieving targets and improving overall team performance.
- Demonstrated resilience and persistence in overcoming challenges, maintaining a positive attitude and unwavering commitment to achieving sales targets.
- Have been one of the top retention agents with one of the lowest offer costs and effectively resolving customer complaints
Education
Bachelors of Information Technology - Information Technology
Guru Nanak Dev University
Amritsar, IndiaAgent Representative Certificate - Real Estate
Kangan Tafe
Broadmeadows, VICCertificate II - Security Operations
Technical Advance Training
BroadmeadowsSkills
- Customer service
- Multitasking and organization
- Email communication
- Verbal and written communication
- Phone etiquette
- Client relationship management
- Sales techniques
- Excellent communication
- Attention to detail
- Teamwork and collaboration
- Time management
- Active listening
- Goal oriented
- Problem-solving
- Cultural awareness
- Conflict resolution
- Critical thinking
- Call centre experience
- Data entry ( Good Knowledge of MS Word, Excel )
- Incoming call management
- Customer complaint resolution
- Live chat support
- Relationship building
- Decision-making
- CRM software
- Sales quota achievement
Achievementsawards
- Achieved most residential sales for financial year ending 2016 and 100% rating for sales quality / compliance from financial years 2010 till date.
- Have been consistently awarded and commended in rewards and recognition functions for exceeding KPI’s and being one of the top 10 sales consultants with highest Average revenue per customer per sale and high Net promoter score.
- Have been one of the top retention agents with one of the lowest offer costs and effectively resolving customer complaints.
Strengthsandqualities
- Have more than 15 years of sales & customer service experience.
- Thrive under pressure and strict timeframes.
- Pleasant personality and caring nature.
- Strong commitment in providing customer satisfaction and ethical sales.
- Accept challenges and goal oriented.
- Quick learner with ability to work autonomously and within team environment.
- Ambitious, dedicated and hard working with ability to communicate at all levels and not shy of trying innovative ideas.
- Flexible to working on weekend and long hours any time during the week.
References
Available upon request
Hobbies and Interests
- Travelling
- Cricket
- Wealth creation and management
Educationalqualifications - Tertiaryqualifications
- Bachelors in Information Technology, GNDU Amritsar, India
- Certificate of Customer service representative
- Agent Representative Certificate, Kangan Tafe Broadmeadows
Certification
- Certificate in Customer Service
- Certificate in Providing First Aid
- Certificate II in Security Operations
Languages
English
Native or Bilingual
Punjabi
Native or Bilingual
Hindi
Native or Bilingual
Urdu
Native or Bilingual
Timeline
Customer Service & Sales Representative
Hampton Blinds
12.2021 - Current
New Home Sales & Customer Service Consultant
Burbank Australia
12.2020 - 12.2021
Customer Service & Sales Representative
Into Blinds
02.2018 - 12.2020
Inbound Customer Service & Telesales Consultant
Foxtel Pty Ltd
09.2008 - 02.2018
Bachelors of Information Technology - Information Technology
Guru Nanak Dev University
Agent Representative Certificate - Real Estate
Kangan Tafe
Certificate II - Security Operations
Technical Advance Training
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