Paul Reed
Brisbane,QLD
Overview
12
12
years of professional experience
Summary
Dedicated and focused professional with successful 10+ years in a range of customer focused sectors, with demonstrated success in people leadership, operations, stakeholder management and data, within busy and multi-faceted business environments. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings.
Detail-oriented with strong organizational skills, with the ability to handle multiple projects simultaneously with a high degree of accuracy. Encouraging team player and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Work History
Supervisor & Subject Matter Expert
SilverChef
12.2022 - Current
- Providing daily support to team members and Leaders utilising a high level of subject matter expertise and advice to both the immediate department and wider business
- Providing support and advice to internal stakeholders on both a case-by case and issue-oriented basis
- Mentor and lead a team of newly hired employees, whilst assisting with upskilling and embedment of product, process, and systems knowledge
- Leadership of Customer Success Consultants in providing outstanding customer experiences within the contact centre environment
- Demonstrate excellent interpersonal skills including verbal and non-verbal communication techniques, leadership, conflict management and rapport building
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organise workflows.
- Proactively identify issues and promote a solution focused mindset to deliver exceptional customer experiences for the customer and the business
- Demonstrated ability to think laterally and logically as required
- Develop team members skills through 1:1's, coaching and side by sides within the monthly operating rhythms and as required
- Develop and maintain strong working relationships with external and internal stakeholders to foster collaboration and facilitate growth
- Provide advice and direction on continuous improvement initiatives to assist with the departments operational success and adherence to policies and procedures
- Drive a culture of customer focused results
- Handled customer escalations & complaints, resolved issues, and provided feedback to improve policies & procedures to meet changing needs.
- Support the Customer Success department in achieving it's service delivery goals, whilst delivering on expectations that are in line with the CX strategy
- Proactively identify areas of opportunity for improvement and coaching team members to outcomes in addition to providing feedback to relevant leaders
Resourcing & Real Time Analyst
SilverChef
04.2022 - Current
- Workforce planning, reporting and analytics including intraday management of phone queues and agent skilling
- Conducting real-time and intra-day monitoring of queues and skill sets to manage workload volumes ensure optimal staffing levels
- Adherence monitoring to ensure that staff are allocated to the right work at the right time
- Review performance data and volumes to monitor trends in real time, and react accordingly to ensure volume demands are met within SLA
- Updating and maintaining of accurate schedule data, daily exceptions and ad-hoc stakeholder requests for schedule optimisation and reporting purposes
- Identification of non-productive consultants, communicating with Team Leaders and Senior Leaders to address
- Coordinating appropriate staffing allocation and availability of consultants to achieve KPIs and service Sales targets
- Administering volume contingency action plans as deemed necessary and appropriate
- Liaising with Shared Services to ensure accurate entry and submission of payroll hours for team members into payroll systems
- Delivering a high standard of performance reporting to Customer Success to enable timely communication of performance and operational trends
- Ensure accurate daily, weekly, and monthly reports for all Customer Success Team members
- Maintain business reporting solutions utilising data from several sources and spanning different data types (telephony and CRM) to provide accurate information that communicates performance
- Assist with development, testing, and maintenance of business reporting solutions to provide timely and accurate information that supports decision making
- Reporting of data to assist in understanding of Customer Success performance drivers
- Communication of performance and trend information in both written and verbal form to the Customer Success Leadership Team
- Contributing to the planning process from forecasting to execution of schedules (long- and short-term forecasts and planning activities to maximise resource availability)
- Assist with analysis of forecasts, rosters, and outcomes to establish root cause of forecasting discrepancies and action
- Working with the Senior Management to identify skill gaps and maintain the skills matrix to support optimal rostering
- Assist in the preparation of reports and analytics on staff utilisation and staffing and service outcomes
Customer Success Operations Consultant
SilverChef
10.2021 - 04.2022
- Tracked, monitored and worked with stakeholders to address issues identified through root cause analysis.
- Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures.
- Established KPIs to oversee complaint volume, resolution time and other relevant metrics.
- Created and updated records and files to maintain document compliance.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Participated in staff meetings to discuss innovative strategies to improve services.
- Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
- Complied with established internal controls and policies.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Created financial dashboards to provide insights into key performance indicators.
- Evaluated and negotiated contracts to procure favourable financial terms.
- Worked closely with the Sales, Risk and Finance departments to facilitate communication and deliver personalized solutions to customers.
- Boosted team performance by developing customer service training materials and conducting service training.
- Facilitated cross-functional projects created to analyze and design sequence of operations and workflow to improve execution.
Customer Success Consultant
SilverChef
07.2019 - 10.2021
- Exceptional customer service, while proactively delivering personalised service for all customers with a focus on first call resolution
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Providing knowledgeable, helpful service by understanding the needs of both internal and external parties
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Promoted a superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Manual cross-checking credit and ID checks via a Credit Reporting Bureau and in conjunction with credit matrices
- Assisting with data validation as part of the businesses Core Platform Renewal Program
- Contributing to the overall ownership of the pipeline and proactively following up opportunities to ensure settlements occur in a timely manner
- Ensuring appropriate guidelines, financial objectives and phone productivity KPI's and SLA's are met
- Maintain accurate records, and updating company systems as required
- Proficient in use of Insyston Operations (FCM) and Salesforce as the primary CRM
- Liaising with both internal and external stakeholders
- Assisted the Collections Department throughout COVID 19 pandemic by offering payment deferrals and negotiating on payment arrangements
- High level of investigative, negotiation and solutions-based skills, demonstrated through customer retention, payment deferrals/repayments, and complaints
Client Liaison/Administration Assistant
Job Centre Australia
08.2018 - 07.2019
- Completed administrative tasks such as receiving and processing documents, submitting payments and distributing correspondence.
- Conducted appointments with clients when required and accurately documenting key points and next steps from the meeting
- Re-engagement appointments for suspended clients including capability management interviews
- Liaising with government bodies such as Centrelink & Department of Human Services, as required.
- Organise and prepare marketing materials for external marketing events
- Assisted Job seekers with appropriate job searching activities, including resume building and applying, whilst assisting to access activities and resources
- Maintain office equipment and report faults in a timely manner
- Ensure site consumables are ordered and distributed in a timely manner including marketing material
Head Barista
51st Street
Brisbane, Queensland
01.2018 - 07.2018
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Solicited customer feedback to improve overall business performance and customer experience.
- Restocked and cleaned stations and facilities to maintain cleanly and operable standards.
- Served customers quickly and efficiently and created strategies to prevent delays.
- Maintained accurate inventory counts to meet customer demands and sustain operations.
- Presented process improvement ideas to leadership team to cultivate professional, friendly and efficient work environment.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Monitored supply levels at counter and maintained customer areas to meet typical demands.
Head Barista & Store Manager
Emjays Coffee
01.2011 - 02.2018
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Monitored customer feedback to improve team member and overall business performance.
- Trained, scheduled, and supervised barista workers to maintain and uphold store policies and optimize staffing patterns.
- Created new training guidelines, and provided staff orientation and training.
- Restocked and cleaned stations and facilities to maintain cleanly and operable standards.
- Served customers quickly and efficiently and created strategies to prevent delays.
- Managed payroll, scheduling, ordering and other back-of-house tasks to drive operations and maximize sales and profitability.
- Recommended products based on solid understanding of individual customer needs and preferences.
Skills
- Microsoft Office Suite
- Process Development, Optimisation and Governance
- Effective Negotiation and Conflict Resolution
- Strategic Planning and Implementation
- Training and Development
- Research and Analysis
- Leadership Support to Lower & Senior Management including C-Suite
- Leadership and Change Management
- Administration and Operational Support
- Report Preparation and Analysis
- Team Leadership
Education
High School Diploma -
Coolum State High School
Coolum Beach, QLD11.2013
Additional Information
SilverChef Leadership Foundation Program Graduate
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