Hi, I’m
Paul Bishard
Mont Albert
Summary
My career thus far has succeeded in the delivery and fostering of exceptional customer service to both promote sales outcomes and look to seize opportunities. I am able to provide direction, support and development of key business ideas to ensure business and personal success. I am able to communicate with both colleagues and consumers with confidence and conviction. Possessing strong organisational skills, analytical ability and numerical understanding, I am confident that I will deliver on key performance points, and will continue to develop my professional and personal acumen in a corporate environment.
Overview
12
years of professional experience
Work History
Wholesale Wine Services
Customer Service & Wine List Coordinator /Trade Specialist
03.2015 - 06.2018
Job overview
- Customer centricity to optimise sales outcomes
- Customer dispute resolution to optimize customer sales outcomes
- Data Entry for customer orders
- Work within a small directed team to ensure Customer focus and order processing
- Undertaking the assessment and analysis of wine lists to ensure consumer usability and functionality
- Facilitating and preparing education sessions to teach and outline effective product knowledge for sales outcomes
- Developing relationships with customers to ensure an understanding of their needs and requirements with wine related topics
- Problem solve for dispute resolution and positive business outcomes
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
Decanters by the Bay
Fine Wine Manager
04.2013 - 03.2015
Job overview
- Company Overview: Port Melbourne
- Customer centricity to optimise sales outcomes
- New product entry and itemisation and classification in stock system
- Store presentation and merchandising
- Hosting tasting events and information sessions
- Coach and develop team members and new employees
- Cash handling and banking responsibilities
- Port Melbourne
1st Choice Liquor – Coles Liquor Group
Area Wine Sales Coordinator / Premium Product Manager
05.2010 - 04.2013
Job overview
- Ensure appropriate and extensive ranging and availability of stock to consumers
- Customer service focused and driven to sell instore and provide service levels above and beyond customer expectation
- Management of tasting program in store
- Stock levels maintained within company guidelines
- Mentor and liaise with other Premium Product team members to ensure business functionality and effectiveness
- Build and develop team members to ensure they have the knowledge to sell across the store environments
- Liaise with company representatives to meet winemakers, marketing managers etc, to discuss brand lifecycle and increased consumer uptake of new products
- Impart knowledge of wine, to meet and exceed consumer’s product questions
- Personally, staying in touch and up to date with trends in the wine industry, and continually in conversation with wine professionals to stay current and valid for consumer and business sales interactions
Fosters Brewing Group
Report Analyst (Customer Contact Representative)
02.2009 - 05.2010
Job overview
- Company Overview: National Customer Contact Centre
- Key Account Manager – Wholesale Accounts (SALD) - (March – June 2009)
- My principle areas of responsibility were with the customer service aspect of National Wholesale Accounts
- My core achievements in this role were:
- Effective structuring of ordering for large businesses
- Cost effective logistic execution
- Development of business relationships at Management level
- Promotional awareness and selling to goals
- Clear and effective communication
- Tracking and following orders in system and advising accordingly
- Resource Planner & Reporting Analyst – Through this role, I was able to consolidate my business acumen and numerical and analytical strengths to become immersed in this position
- Other achievements include:
- Identifying reporting methods and improving
- Implementing and developing new reports for effective control and monitoring of business performance
- Report development to monitor Agent on call behaviour
- Scheduling of reports for data and consolidating reporting filing
- National Customer Contact Centre
ANZ Banking Limited
Team Leader – Call Centre
03.2006 - 12.2008
Job overview
- Consultant – Credit Card Enquiries (March 2006 – May 2007) Key areas of responsibility were to ensure customer enquiries were answered in a timely manner
- Core focus of this was to ensure that call times, call quality and information were correct and communicated to exceed expectation
- My main achievements were:
- Maintained expectation of Call times to 300 seconds
- Maintained Call quality to an average of 1.45 (1 being the goal)
- Facilitated in new entrant training programs as an information source
- Technical Coach – Credit Cards (May 2007 – December 2007) This role was an extension on the duties as a consultant
- Key areas were resolving complex situations and customer enquiries through collaboration and team work
- This was done in conjunction and coordination with the team leader to ensure a positive outcome for the individual and team results
- Core achievements include:
- Coaching others to improve and achieve results to meet KRAs
- Overall organisation of training program for all Technical Coaches
- Implementation and development of training programs for process improvements with new products, policies and procedures
- Identify administrative process and implement improvements
- Team Leader Roles – Credit Cards and Retail Banking Solutions (December 2007 – December 2008) Team Leader roles were divided between the Credit Card and Retail Solutions environment
- The main focus of these roles was for the achievement and maintenance of results to key performance metrics
- Personal achievements included:
- Day to day administration and management for a team of 15 consultants
- Coach and develop individuals to meet KRA expectations
- Continual achievement of Team expectation of 265 seconds per call/daily
- Coach team members to a Quality average for team of 3.0 or better
- Management of call queues to optimise business outcomes for 3 areas
Education
LaTrobe University
Bachelor of Behavioural Science
01.1995
Vermont Secondary College
VCE attained
01.1992
University Overview
GPA: 147/164
Wine & Spirits Education Trust
WSET 3 – Advanced
Melbourne Wine Show
Associate Wine Judge
01.2005
Wine Judge - Frankston Amateur Winemakers
Wine Judge
01-2012
Skills
- Multitasking and organization
- Customer service
- Data entry
- Decision-making
- Relationship building
- Project coordination
- Discretion and confidentiality
- Work Planning and Prioritization
Timeline
Customer Service & Wine List Coordinator /Trade Specialist
Wholesale Wine Services
03.2015 - 06.2018
Fine Wine Manager
Decanters by the Bay
04.2013 - 03.2015
Area Wine Sales Coordinator / Premium Product Manager
1st Choice Liquor – Coles Liquor Group
05.2010 - 04.2013
Report Analyst (Customer Contact Representative)
Fosters Brewing Group
02.2009 - 05.2010
Team Leader – Call Centre
ANZ Banking Limited
03.2006 - 12.2008
Vermont Secondary College
VCE attained
Wine & Spirits Education Trust
WSET 3 – Advanced
Melbourne Wine Show
Associate Wine Judge
LaTrobe University
Bachelor of Behavioural Science
Wine Judge - Frankston Amateur Winemakers
Wine Judge
Similar Profiles
Veronika SkripkaVeronika Skripka
Office Secretary/Outside Sales Representative at Ararat Wine & Liquor Wholesale IncOffice Secretary/Outside Sales Representative at Ararat Wine & Liquor Wholesale Inc
Jena TownsleyJena Townsley
Sales Consultant at Glazer's Wholesale Wine & Spirits: Diageo-Moet Hennessy Division (DMH)Sales Consultant at Glazer's Wholesale Wine & Spirits: Diageo-Moet Hennessy Division (DMH)
Jesus JimenezJesus Jimenez
Cellar Worker at Owl Ridge Wine ServicesCellar Worker at Owl Ridge Wine Services