Rupert Williams
Graceville,QLD
Summary
Professional in customer relations and service delivery, offering solid background in addressing customer needs and enhancing service experience. Proven ability to collaborate with, and lead team members to achieve results and adapt to evolving situations. Skilled in complaint resolution, customer satisfaction, and complaint resolution. Strong verbal and written communication, as well as adaptable to new situations.
Overview
9
9
years of professional experience
Work History
Customer Service Consultant
Australia Post
09.2020 - Current
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Handled high call volumes while maintaining a courteous and professional demeanour.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- In periods of downtime multitasked effectively to simultaneously handle two customers via Live Chat at once.
- Managed difficult situations with tact, diffusing tensions and achieving positive outcomes for all parties involved.
- Have been seconded to other roles within the Contact Centre including assisting newer employees by answering questions and guiding them through their first few calls, as well as stepping up to an assistant manager role, which included coaching employees one on one.
Sandwich Artist
Subway Australia
07.2018 - 09.2018
- Greeted guests, promoted specials, and took orders.
- Operated the cash register with accuracy, ensuring proper handling of transactions.
- Kept workplace clean and organized in line with restaurant policies.
- Prioritized excellent communication skills to understand customer preferences accurately while minimizing errors in orders.
Crew Member
McDonalds Australia
11.2015 - 07.2018
- Took orders, prepared meals, and collected payments.
- Worked and commonly led front counter, kitchen and other areas including Cafe.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Collaborated with team members to complete orders.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Cleaned and maintained all areas of restaurant to promote clean image.
Education
Bachelor of Business (Human Resources) - Business
Queensland University of Technology
11-2026
Skills
- Call centre experience
- CRM Software
- Complaint Handling
- Escalation management
- Critical Thinking
- Active Listening
Languages
Spanish
Limited Working
Timeline
Customer Service Consultant
Australia Post
09.2020 - Current
Sandwich Artist
Subway Australia
07.2018 - 09.2018
Crew Member
McDonalds Australia
11.2015 - 07.2018
Bachelor of Business (Human Resources) - Business
Queensland University of Technology
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