Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michael Godwin

Perth

Summary

Dynamic professional with a proven track record at Vocus Communications, excelling in customer engagement strategies and inventory management software skills. Leveraged expertise in complaint resolution and teamwork to enhance business development, achieving significant improvements in customer satisfaction and operational efficiency. Skilled in Microsoft Office, adept at fostering collaborative environments and driving results.

I also have a depth of experience working in trades and I am not afraid to get my hands dirty. I find my pace with both mentally and physically demanding roles and I always strive to deliver my best.

Overview

20
20
years of professional experience

Work History

Sales Support Specialist

Vocus Communications
01.2022 - Current
  • Managed customer accounts, responding to inquiries and resolving customer service issues
  • Prepared and presented sales reports and customer profiles to upper management.
  • Expedited product delivery times for enhanced customer satisfaction through close coordination with supply chain partners.
  • Supported successful trade show participation by coordinating logistics, preparing materials, and managing booth setup.
  • Developed working knowledge of SalesForce to effectively track sales leads and activities.
  • Boosted sales performance by providing timely and efficient support to the sales team.
  • Facilitated a smooth onboarding experience for new hires within the sales department by conducting training sessions on company products/services information systems.
  • Developed and maintained relationships with key accounts and Account Managers
  • Helped cultivate and maintain business relationships by professionally handling partner and customer needs.
  • Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Monitored service after sale and implemented quick and effective problem resolutions.

Delivery Coordinator

Vocus Communications
10.2018 - 10.2021
  • Consulted with customers about delivery and order preparation requests.
  • Worked with vendors to schedule service installations and technician visits.
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Planned, designed, and scheduled phases for large projects.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
  • Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
  • Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
  • Identified plans and resources required to meet project goals and objectives.
  • Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
  • Provided detailed project status updates to stakeholders and executive management.
  • Reduced process variability with the development of robust validation protocols and procedures.
  • Performed gap analyses between existing practices and required standards leading to the development of targeted action plans for compliance achievement.
  • Fostered a culture of continuous improvement by actively seeking feedback from team members, implementing process enhancements based on lessons learned.
  • Managed change control initiatives ensuring that all system modifications underwent proper revalidation before implementation into production environments.
  • Identified areas for improvement in existing validation systems, recommending changes that led to increased efficiency.
  • Supported internal audits by providing necessary documentation related to validation efforts, ensuring compliance with established standards.
  • Improved validation processes by implementing risk-based approaches and streamlining documentation.

Billing Officer

Vocus Communications
04.2016 - 07.2018
  • Developed strong working relationships with clients'' accounts payable departments, fostering trust and collaboration on billing matters.
  • Maintained detailed records of all billable items, ensuring accurate charges were applied consistently across clients.
  • Enhanced billing accuracy by thoroughly reviewing invoices and ensuring correct data entry.
  • Supported company growth by adapting quickly to changes in software, processes, and workload volumes as needed.
  • Reduced payment delays by promptly addressing customer inquiries and resolving disputes professionally.
  • Assisted in financial audits, ensuring accuracy and compliance with regulations throughout the billing department.
  • Offered support during system upgrades or migrations, assisting with data transfer tasks and testing new functionality.
  • Collaborated with sales and accounting departments to resolve discrepancies, improving overall financial performance.
  • Researched and resolved billing discrepancies to enable accurate billing.

Technical Support Representative

Amnet Broadband
08.2015 - 04.2016
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Managed high levels of call flow and responded to technical support needs.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
  • Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.

Casino Croupier

Crown Perth
04.2009 - 03.2015
  • Facilitated a welcoming environment for novice players, providing clear explanations of game rules and betting procedures.
  • Supported fellow croupiers in handling large groups or complex situations, resulting in seamless gameplay transitions.
  • Participated in regular professional development trainings to stay current on industry trends and improve job performance.
  • Maintained game integrity through vigilant observation of players and adherence to gaming regulations and procedures.
  • Demonstrated strong multitasking abilities by simultaneously managing multiple games while ensuring compliance with casino policies.
  • Contributed to the overall success of the casino by consistently delivering high-quality gaming experiences for guests.
  • Ensured accurate record keeping by meticulously tracking all buy-ins, wins, losses, and other relevant transactions.
  • Collaborated with security personnel to identify potential threats or instances of cheating at gaming tables.
  • Maximized player satisfaction with timely resolution of disputes and clarification on game rules.
  • Assisted management in implementing marketing initiatives that successfully attracted new clientele to the casino floor.
  • Demonstrated flexibility by adapting to changes in scheduling or game assignments as required by casino operations.
  • Promoted responsible gambling practices through ongoing communication with guests regarding their play habits and limits.
  • Developed rapport with regular patrons, fostering loyalty through personalized interactions and recognition of preferences.

Trade Assistant

P.I & K. Coatings
11.2004 - 02.2009
  • Assisted supervisor with various daily tasks which improved productivity and resulted in better efficiency.
  • Spoke with peers to verify task completion, meeting tight deadlines, and schedules.
  • Enhanced team productivity by efficiently organizing tools and materials for easy access.
  • Improved work site safety, identifying potential hazards and implementing preventative measures.
  • Assisted in inventory management, keeping track of supplies to avoid project delays.
  • Supported quality control efforts, ensuring that work met or exceeded standards.
  • Covered surfaces with drop cloths, masking tape and paper during painting.
  • Filled cracks and breaks in surfaces of vehicles with putty and epoxy compounds.
  • Maintained painting equipment by cleaning paint guns, hoses and other equipment with paint solvent.
  • Examined surfaces for imperfections and applied additional coats to achieve smooth, even finish.
  • Helped remove damaged materials and surfaces in preparation for repairs.
  • Worked independently and collaboratively in a team environment.

Education

Certificate III - Table Games

Crown Perth
Perth, WA
04-2017

High School Diploma -

Belmont Senior College
Perth, WA
12-2006

Skills

  • Customer Engagement Strategies
  • Customer Requirement Analysis
  • Inventory Management Software Skills
  • Effective negotiation
  • Complaint resolution
  • Business development
  • Microsoft office expertise
  • Order optimization
  • Processing payments
  • Cash handling
  • Opening and closing procedures
  • Teamwork and collaboration

Timeline

Sales Support Specialist

Vocus Communications
01.2022 - Current

Delivery Coordinator

Vocus Communications
10.2018 - 10.2021

Billing Officer

Vocus Communications
04.2016 - 07.2018

Technical Support Representative

Amnet Broadband
08.2015 - 04.2016

Casino Croupier

Crown Perth
04.2009 - 03.2015

Trade Assistant

P.I & K. Coatings
11.2004 - 02.2009

Certificate III - Table Games

Crown Perth

High School Diploma -

Belmont Senior College

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Michael Godwin