Paul Tawdrous
Customer Service Representative
Sydney
Summary
Customer service professional with proven track record in team leadership and performance management. Known for strong focus on collaboration and achieving results, adapting to changing needs with ease. Expertise in conflict resolution and team training, ensuring high levels of customer satisfaction and team efficiency.
Experienced with leading customer service teams to achieve high performance and customer satisfaction. Utilizes conflict resolution and problem-solving skills to address customer issues effectively. Track record of mentoring and developing team members to excel in their roles, ensuring collaborative and efficient work environment.
Overview
10
10
years of professional experience
1
1
Language
Work History
Customer Service Team Leader
City of Sydney
01.2025 - Current
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Collaborated with management to develop strategies aimed at improving overall team performance.
- Contributed to the development of policies and procedures that enhanced the overall customer experience.
- Analyzed customer service trends to predict potential issues and proactively implement preventative measures.
Customer Service Officer
City of Sydney
12.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer
- Provided primary customer support to internal and external customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
Customer Service Officer
Services Australia
01.2021 - 12.2022
- Assist Centrelink customers with claims and general enquiries in various lines of business.
- Executed vendor setup and payment, administration of bank accounts and account reconciliations.
- Youth and Students department expert, this entailed dealing with younger Australians and making sure they have adequate support according to their circumstances.
- Covid Disaster Payment Processor, with this project we supported all of Australia in the most difficult of times, where restrictions left a lot of families in need of financial assistance, we were there to ease the burden and process millions of claims.
- Aided vulnerable Australians in housing dilemmas, providing them with the appropriate support and services for the specific circumstances.
- Completed multiple modules regarding Indigenous Australians and had the pleasure of assisting and supporting customers with various and diverse circumstances.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
Customer Service Representative
Woolworths Online
09.2019 - 01.2021
- Aiding Woolworths Online Customers with receiving their groceries.
- Assuring flawless orders are received by customers and rectifying any issues with orders.
- Developing rapport with the customer, as cases where issues occur with customers groceries can often cause the customer to be extremely stressed.
- Empathy is a characteristic that is practiced daily.
Logistics Lead
DB Schenker
11.2018 - 07.2019
- Load and unload products to and from delivery vehicles by ensuring their safety.
- Prepare cartons and crates for packaging purposes and ensure that items are properly and safely packed.
- Inspect finished products to ensure that they conform to quality standards and isolate any nonconformed or damaged item.
Sales Representative
Hunter Bailey Marketing Agency
09.2017 - 12.2017
- Approach Business to Business and Door to Door customers in person and bring to life the Charity campaigns that Hunter Bailey represents encouraging customers to donate.
- Develop 'out of the box' sales strategies/models and evaluate their effectiveness.
- Evaluate customer's charity alignment through developing a relationship by asking questions and engaging in conversation.
Bartender
The Well Canberra
04.2015 - 07.2016
- Ensuring that all customers receive excellent service through attentiveness, and prompt and courteous service.
- Demonstrating safe and responsible service of alcohol to customers and resolving their complaints.
- Communicated and educated customers on the rules and regulation of the state on intoxication.
Education
Graduate Diploma in Urban And Regional Planning - Urban Planning
University of New England
04.2001 -
Diploma of Conveyancing (Law And Practice) - Law
Macquarie University
Sydney, NSW 04.2001 -
Skills
- Outgoing
- Strong organizational skills
- Empathetic
- Documentation and reporting
- Administrative support
- Inbound and outbound calling
- Complaint resolution
- Number-savvy
- Attention to Detail
- Team management
- Customer service excellence
- Report preparation
- Report generation
Timeline
Customer Service Team Leader
City of Sydney
01.2025 - Current
Customer Service Officer
City of Sydney
12.2022 - Current
Customer Service Officer
Services Australia
01.2021 - 12.2022
Customer Service Representative
Woolworths Online
09.2019 - 01.2021
Logistics Lead
DB Schenker
11.2018 - 07.2019
Sales Representative
Hunter Bailey Marketing Agency
09.2017 - 12.2017
Bartender
The Well Canberra
04.2015 - 07.2016
Graduate Diploma in Urban And Regional Planning - Urban Planning
University of New England
04.2001 -
Diploma of Conveyancing (Law And Practice) - Law
Macquarie University
04.2001 -
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