ROSS SCURR

- Working as part of a team that is involved in monitoring and actioning cases for overseas postal authorities and their customers via UPU (Universal Postal Union) platforms, GCSS and I-Care respectively. This involves the different service level agreements of both the services used and the agreements in place between the countries.

- Working daily case amounts as per the service used. Adapting to different queues based on the services and working with the associated metric for each international product and service.

- Back of house or case resolution work, resolving cases for our customers and overseas partners. Implementing both the direct customer service requirements needed to solve international cases domestically, but also informing and communicating to our overseas partners.

-Inbound call taking duties, responding to customers directly about international services and investigations with the customer personally.

• Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
• Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
• Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
• Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.

• Became a Media Manager (Assistant Manager) of JB HI-FI Brisbane Central, and JB HI-FI Queen Street, where I became a keyholder
• My duties included: rostering, running sales meetings, interviewing staff, closing and opening stores, running sales floors etc
• Starting as a casual in 2007 I made my way through the business to become a Media Manager (2IC Assistant Manager)
• Sell products being promoted and keep records of sales
• Review operational records and reports to project sales and determine profitability
• Represent company at trade association meetings to promote products
• Monitor customer preferences to determine focus of sales efforts
• Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs
• Suggest specific product purchases to meet customers' needs
• Supervise the activities of workers engaged in receiving, storing, testing, and shipping products or materials
• Planning commercial displays to entice and appeal to customers
• Develop ideas or plans for merchandise displays or window decorations
• Identify interested and qualified customers to provide them with additional information
• Assist customers by providing information and resolving their complaints
• Answer customers' questions and provide information on procedures or policies
• Stock shelves, and mark prices on shelves and items.