Summary
Overview
Work History
Education
Skills
Volunteer Experience
References
Timeline
Generic

Richard Heskins

Melbourne,VIC

Summary

Encouraging manager 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.

Overview

7
7
years of professional experience

Work History

Customer Care Specialist

13cabs
08.2022 - Current
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Sought ways to improve processes and services provided.
  • Directed customers to appropriate departments for additional support.
  • Achieved consistently high quality assurance scores by adhering to company policies and procedures when interacting with customers.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Assisted in the development of internal training materials to improve overall team knowledge and performance.
  • Provided exceptional support during high call volume periods, maintaining a professional demeanour under pressure.
  • Used exceptional communication to connect with customers, assess needs, and present solutions.
  • Cross-trained and backed up other customer service managers.
  • Exceeded performance goals consistently by demonstrating superior product knowledge when assisting customers.

Business Development manager

Linkeo
09.2021 - 04.2022
  • Negotiated and closed long-term agreements with new clients in assigned territory
  • Uncovered and qualified prospects and sales opportunities in targeted markets using external resources
  • Negotiated, prepared, and signed contracts with clients
  • Established relationships with key decision-makers within the customer's organization to promote growth and retention
  • Collected data and performed customer needs analysis
  • Developed and implemented favourable pricing structures balancing firm objectives against customer targets
  • Reached out to potential customers via telephone, email, and in-person inquiries.

National Territory Manager, Client Manager, Business Development Manager & Payroll Manager, Sales team manager

TAO Business Solutions
08.2019 - 08.2021
  • Organized daily workflow and assessed appropriate staffing to provide optimal service, and managed an online employee timekeeping program to improve measurements of overtime and employee work hours
  • Led payroll production for two locations performing calculations in overtime, vacation, and sick hours to provide accurate data to the payroll processing database and submitted reports and documentation on payroll activity reports to meet corporate guidelines and promote transparency
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information
  • Performed duties and provided service in accordance with established operating procedures and company policies
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution
  • Scheduled and attended meetings with clients and prospective clients as requested
  • Tracked trends and suggested enhancements that would both challenge and refine the company's product offerings
  • Targeted and prospected for new business through telemarketing, while establishing and cultivating solid business relationships with new or existing customers
  • Maintained an ethical and positive working environment to reduce turnover and promote high retention rates.

Contractor-Sales Associate

O'Donohue Group, Illuminate Marketing Concepts
09.2017 - 08.2019
    • Increased brand awareness through event marketing, demonstrations, sales, and brand promotion and engaged, educated and befriended customers
    • Handling daily administration, and daily and weekly financial administration duties
    • Handling important and sensitive client and personal information
    • Coaching employees in successful selling methods and encouraging cross-selling to drive revenue, building client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
    • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity
    • Handling complaints provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution
    • Scheduled and attended meetings with clients and prospective clients as requested
    • Maintained client files with sales contracts, records of client interactions, client notes, and other information
    • Met with clients, delivering presentations and educating them on product and service features and offerings
    • Targeted and prospected for new business through telemarketing, individual creativity, and innovation
    • Achieved established KPI for company, regional team, and individual performance through teamwork and focus on customers
    • Engaged with customers to build rapport and loyalty
    • Educated clients on current promotional offerings and products using persuasive selling tactics.

Education

Accounting, Certificate 4 -

The Gordon
02.2016

Northern Territory Certificate of Education, High School -

Taminmin College
12.2008

Skills

    • Strategic planning
    • Sales expertise
    • Marketing
    • Networking strength
    • Relationship building and rapport
    • Verbal and written communication
    • Staff Management
    • Account management
    • Goal-setting
    • Product and service sales
    • New Business Development
    • Database Management
    • Relationship building and management
    • Key decision making
    • Goals and performance
    • Cold Calling
    • Performance metrics
    • Systems and software programs
    • Business development and planning
      • Process optimization
      • Spreadsheet management
      • Office administration
      • Employee timesheet processing
      • Information security
      • Resolving discrepancies
      • Data review
      • Payroll auditing
      • Met with clients, delivering presentations and educating them on product and service features and offerings while resolving customer issues quickly to close deals and boost client satisfaction
      • Reliability
      • Customer Data Confidentiality
      • Product and service knowledge
      • Problem-solving aptitude
      • Data Entry
      • Administrative and Office Support
      • Problem-Solving
      • Product Education
      • Teamwork and Collaboration
      • Customer Relations

Volunteer Experience

  • 01/01/2007, 12/01/2012, Lichfield Soccer Club Northern Territory, Field line preparation - layout, measurement, and line marking, Customer service in the club shop, Greeting customers, Placing chair intent pavilions
  • 01/01/2015, Darwin Tabletop Gamers Committee member, General committee member, Greeting new members, Club treasurer - Handling membership payments and information, Producing budgets, Producing monthly and annual financial reports and Maintaining club financial documents, Stock maintenance

References

  • Neil Barnes, 0437257552, Client & Customer Care Manager, 13cabs
  • Nathan Smith, 0450 016 913, Office Manger, TAO Business Solutions
  • Brad Jonhson, 0499 000 689, Sales Manager, Linkeo


Timeline

Customer Care Specialist

13cabs
08.2022 - Current

Business Development manager

Linkeo
09.2021 - 04.2022

National Territory Manager, Client Manager, Business Development Manager & Payroll Manager, Sales team manager

TAO Business Solutions
08.2019 - 08.2021

Contractor-Sales Associate

O'Donohue Group, Illuminate Marketing Concepts
09.2017 - 08.2019

Accounting, Certificate 4 -

The Gordon

Northern Territory Certificate of Education, High School -

Taminmin College

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