Summary
Overview
Work History
Skills
Timeline
Generic

Paul Mumford

Perth,Western Australia

Summary

Dedicated Customer Service Specialist providing skills to prioritise and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

23
23
years of professional experience

Work History

Customer Service Manager

Atom Kewdale
Perth, WA
09.2022 - Current
  • Developed and implemented strategies for providing excellent customer service experience.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Developed policies and procedures related to customer service operations.
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Interviewed prospective employees and provided input to HR on hiring decisions.

Team Leader

Atom Kewdale
Perth, WA
02.2021 - 09.2022
  • Developed strategies for problem solving and conflict resolution among team members.
  • Conducted regular performance reviews to assess individual team member progress.
  • Created training materials and conducted group trainings on new processes or procedures.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Collaborated with other departments to ensure alignment of goals across teams.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Resolved customer complaints in an effective manner while maintaining a high level of customer service.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Delegated daily tasks to team members to optimize group productivity.
  • Assigned projects and distributed tasks to team members as per area of expertise.
  • Maintained positive working relationship with fellow staff and management.

Senior Internal Sales Representative

Atom Kewdale
Perth, WA
11.2013 - 02.2021
  • Provided technical support to customers regarding products and services.
  • Developed new business opportunities through prospecting activities such as cold calling, networking events and referrals.
  • Coordinated with other departments to ensure timely delivery of products and services ordered by customers.
  • Evaluated customer feedbacks on products and services quality standards and took corrective actions when necessary.
  • Resolved customer complaints promptly and efficiently while maintaining a high level of professionalism.
  • Responded to customer inquiries quickly and professionally to maintain customer satisfaction.
  • Delivered superior customer support to improve account retention rate.
  • Negotiated prices, terms of sale and service agreement to close transactions.
  • Worked in conjunction with outside sales representative to maintain and grow product sales.

Internal Sales Representative

Atom Supply Welshpool
Perth, WA
10.2004 - 07.2013
  • Developed and maintained customer relationships through regular contact and follow-up.
  • Provided product advice to customers based on their needs and preferences.
  • Generated quotations, processed orders, and followed up with customers for timely delivery of goods.
  • Resolved customer complaints in a timely manner by providing accurate information about the products and services offered.
  • Monitored competitor activities such as pricing strategies, promotional offers.
  • Identified cross-selling opportunities by suggesting complimentary products and services to customers.
  • Assessed customer requirements accurately and provided tailored solutions accordingly.
  • Responded to customer questions regarding pricing, availability and product details.
  • Operated register, handled cash and processed credit card transactions.

Counter Salesperson

Atom Supply Welshpool
Perth, WA
03.2003 - 10.2004
  • Greeted customers and provided excellent customer service.
  • Assisted customers in selecting items to meet their needs.
  • Operated cash register to process payments from customers.
  • Provided advice on products, services, and promotions to customers.
  • Organized store displays to maximize visibility of products for customers.
  • Handled customer complaints in a professional manner while resolving issues quickly and efficiently.
  • Maintained cleanliness of checkout area by wiping down counters and restocking supplies.
  • Watched for and recognized security risks and thefts to prevent or handle situations.

Security Officer

Atom Supply Welshpool
Perth, WA
10.2001 - 03.2003
  • Checked for safety hazards and took corrective action when necessary.
  • Monitored surveillance cameras and responded to suspicious activity.
  • Investigated all reported incidents of theft or vandalism on premises.
  • Greeted staff, guests, vendors, contractors. upon arrival at the facility entrance.
  • Investigated any suspicious persons or vehicles on premises and contacted appropriate authorities if necessary.
  • Monitored entrances and exits for unauthorized personnel or prohibited items being brought onto premises.

Skills

  • Talent Development
  • Project Management
  • Report Preparation
  • Sales Promotion

Timeline

Customer Service Manager

Atom Kewdale
09.2022 - Current

Team Leader

Atom Kewdale
02.2021 - 09.2022

Senior Internal Sales Representative

Atom Kewdale
11.2013 - 02.2021

Internal Sales Representative

Atom Supply Welshpool
10.2004 - 07.2013

Counter Salesperson

Atom Supply Welshpool
03.2003 - 10.2004

Security Officer

Atom Supply Welshpool
10.2001 - 03.2003

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Paul Mumford