Nicolas Hanna
Summary
Motivated Customer Service Representative with over eight years' retail experience in a team-based environment. Driven and proven success at achieving established targets and team goals. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
11
11
years of professional experience
Work History
Accounts manager / Call centre
DHL Logistics & Transport
02.2021 - 04.2023
- Customer support and email
- Actioning customer queries
- Monthly KPI reporting
- Manage service relationships
- Ensuring quality & service standards are met
- General administration duties
- Pick packing order.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Strengthened relationships with key clients, leading to increased repeat business.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
Accounts manager / Call centre
BOC
12.2018 - 01.2021
- Manage and grow a portfolio of accounts and create new business
- Development of relationships with potential clients
- Promotion of new products and initiatives
- Phone and counter sales
- Promotion and up-selling of new products and initiatives
- Development and up-keep of in-store displays and promotional material
- Stock management
- Dispatching and receiving of goods
- Safe manual handling of gas cylinders.
Customer Service Consultant
Repco
03.2015 - 10.2018
- Provide excellent level of customer sales and service to all customers and build customer relationships
- Maximize the sales performance of the store by providing best quality, up-to-date information on products and services for both in-store and telephone customers
- Ensure there is an on shelf presence of all showroom products at all times
- Maintain presentation standards, for gondolas / wall units, end-caps, bin-ends, merchandiser, clip-strips, bulk stacks, dump bins and counter displays as per company requirements
- Perform deliveries as required to customers in a timely manner
- Pick-up items and parts as requested by Store Manager.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Identified upselling opportunities during interactions with customers, promoting additional products or services that resulted in increased revenue.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Managed difficult situations with tact, diffusing tensions and achieving positive outcomes for all parties involved.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted company brand and unique offerings through personalized customer service.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
Crew trainer and Floor Manager
McDonald's
02.2012 - 01.2015
- Instructing and motivating crew
- Serving customers
- Ensuring the restaurant is kept clean and organized
- Preparation of food, making sure that food safety rules are followed
- Monitoring employee performance
- Taking complaints and conflict resolution
- Monitor the quality of the service and the food as well as the staff performance.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Mentored junior employees to improve performance, food safety, and customer service.
- Taught new team members correct procedures for all areas of operations.
- Set positive example for team members by providing high-quality, efficient service.
- Greeted customers with smile and provided friendly service to professionally handle every need.
- Mentored new Crew Trainers, sharing best practices for effective instruction and coaching techniques.
- Evaluated crew members'' progress and provided constructive feedback for continuous development.
Education
Certificate 3 in management
High school Certificate -
Georges River college
01.2011
Skills
- Empathy
- Problem solving & strong conflict resolution
- Communication
- Active listener
- Technical knowledge
- Patience
- Tenacity
- Adaptability
- Positive attitude and very personable
- Proactive, self-motivated and a quick learner
- Cash handling and management
- Motivated team player
- Excellent work ethic
- Can work autonomously
- CRM, SAP & POS
- Complaint Management
- Goal-Oriented
- Customer Relationships
- Opportunities Identification
- Invoicing
- Account Management
- Purchase Order Processing
Accomplishments
- Consistently received the "Employee of the Month" award
- Constant positive feedback from customers and created repeat business by developing long term relationships
- Promoted to retail coordinator after 17 months of employment
References
References available upon request
Additional Information
QLD class C drivers license
Australian Resident
Timeline
Accounts manager / Call centre
DHL Logistics & Transport
02.2021 - 04.2023
Accounts manager / Call centre
BOC
12.2018 - 01.2021
Customer Service Consultant
Repco
03.2015 - 10.2018
Crew trainer and Floor Manager
McDonald's
02.2012 - 01.2015
Certificate 3 in management
High school Certificate -
Georges River college
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