Mushtaq Mohammed
Auburn,NSW
Summary
Strategic CX and Operations Manager with over 6 years of national operational leadership in B2B and high-volume environments. Experienced in ERP and CRM implementation (Salesforce, Odoo, SAP), warehouse operations, stock and purchase order management, field service optimization, KPI-driven performance management, and CX transformation. Recognized for mentoring teams, building high-performing cultures, improving customer loyalty, and driving operational efficiency.
Delivered measurable results, including 95% CSAT, 30% workflow efficiency improvement, 33% increase in operational throughput, and 5% revenue growth.
Adept at aligning operational strategy with commercial objectives, coordinating finance and service operations, and leading national ERP/CRM projects, which makes me fully capable of performing the CX and Operations Manager role.
Overview
7
7
years of professional experience
Work History
Customer Service Manager (CX & Operations Manager responsibilities)
Clipped Assist
Sydney
03.2021 - 09.2025
Multi-Site Team Leadership (AU • NZ • USA)
- Led customer service, warehouse, and field teams across three countries—significantly larger and more complex than the Flowers for Everyone multi-site model (Sydney, Brisbane, Melbourne).
- Standardised service workflows, introduced communication protocols, and implemented KPI dashboards across all sites.
- Increased operational throughput by 33% and reduced regional workflow variance by 40%.
- Managed CSAT, customer reviews, and complaint escalations through Salesforce.
- Conducted root-cause analysis and implemented process changes that reduced recurring complaints.
- Achieved and maintained a 95% CSAT across national operations.
- Led the national rollout of Salesforce (CX), Odoo (warehouse/stock), and SAP (finance).
- Automated case allocation, stock tracking, and purchase order workflows.
- Improved operational efficiency by 30% and reduced stock-related errors across warehouses and field vans.
- Managed supplier relationships for consumables, equipment, and operational goods—directly aligned with managing non-flower suppliers (alcohol, chocolate, cookies).
- Designed Odoo inventory workflows, automated POs, and improved stock accuracy across multiple locations.
- Significantly reduced stock shortages and improved timely fulfilment.
- Optimised customer communication channels (email, phone, CRM) to ensure high availability and responsiveness.
- Developed knowledge bases, training materials, and workflow documentation.
- Coordinated Service, Sales Support, and Marketing to improve customer experience and increase revenue by 5%.
- Acted as the escalation point and provided on-call support when required.
Customer Service Supervisor
National Fruit and Vegetable
Sydney
12.2019 - 02.2021
- Managed customer service and warehouse teams, ensuring timely order fulfilment and quality control.
- Handled supplier coordination, stock ordering, dispatch, and consumables management.
- Reduced wastage through improved stock handling and inventory accuracy.
- Solved operational and billing issues by collaborating with warehouse, sales, and finance teams.
- Improved workflow efficiency through process redesign and better communication systems.
Customer Service Executive
Probe CX / Public Transport Victoria
Melbourne
12.2018 - 12.2019
- Managed 40+ calls/day, covering Myki issues, refunds, and concession enquiries.
- Achieved 99% CSAT and consistently exceeded AHT and quality KPIs.
- Handled customer complaints and escalations while ensuring timely resolution.
Education
Master of Global Project Management -
Torrens University
Melbourne01.2022
Skills
- Customer Service Leadership: Multi-site management, escalations, CSAT systems, VOC
- ERP & CRM Systems: Salesforce, Odoo, SAP
- Supplier & Stock Management: Inventory control, automated POs, consumables management
- Operations Management: Workflow optimisation, service delivery, KPI tracking
- Customer Feedback Management: Reviews, complaints, service recovery
- Team Coaching & Mentoring: National team leadership
- Communication Channels: Phone, CRM, email, live chat optimisation
- Finance & Invoicing: SAP, PO reconciliation, corporate/non-corporate billing
- BI & Reporting: Dashboard creation, performance analysis
Accomplishments
- ERP & CRM Leadership: Led Salesforce, Odoo, and SAP integration projects, embedding warehouse stock management, automated POs, and operational workflows across multiple locations.
- Operational Leadership & Process Management: Standardized national workflows, implemented KPIs, dashboards, and process mapping, improving efficiency, accuracy, and data quality.
- Customer Experience & Loyalty: Designed and implemented a CSAT system achieving 95% satisfaction, optimized case allocation, and enhanced employee workflow by 30%.
- Field Service & Resource Optimization: Designed intelligent job allocation and scheduling, increasing operational throughput from 60 — 80 jobs/month.
- Financial & Commercial Acumen: Coordinated finance and operations processes, integrated payment systems (Stripe), and aligned resources to business objectives.
- Warehouse & Inventory Management (Odoo): Designed stock workflows, automated purchase orders, tracked inventory across warehouses and field service vans, and reduced stock shortages.
- Leadership & Mentorship: Trained, coached, and mentored national teams, fostering accountability, consistency, and high performance.
- Project Coordination & VOC Implementation: Translated customer feedback into operational improvements across Service, Sales Support, Project Coordination, and Helpdesk.
Timeline
Customer Service Manager (CX & Operations Manager responsibilities)
Clipped Assist
03.2021 - 09.2025
Customer Service Supervisor
National Fruit and Vegetable
12.2019 - 02.2021
Customer Service Executive
Probe CX / Public Transport Victoria
12.2018 - 12.2019
Master of Global Project Management -
Torrens University