Summary
Overview
Work History
Education
Skills
Timeline
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Shane Davies

Goodwood,TAS

Summary

Dynamic customer service professional with extensive experience at TPG Telecom and Vodafone Hutchison Australia, recognized for enhancing customer loyalty through effective problem resolution and active listening. Proven track record in training and leading teams, driving performance improvements, and maintaining high satisfaction levels. Proficient in call centre operations, consistently exceeding performance metrics.

Overview

16
16
years of professional experience

Work History

Customer Service Representative

TPG Telecom
07.2021 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.

Security Officer

Coverall Security
11.2019 - 06.2021
  • Team leader responsibilities handling a team of security officers throughout a rotating shift roster
  • Completed security course with health and safety training and also my first aid certificate
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Acted quickly during emergency situations to reduce opportunity for damage and injury.
  • Patrolled and monitored premises
  • Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
  • Trained new Security Officers in company policies, ensuring consistent knowledge across the team and adherence to established procedures.

Customer Service Representative

Vodafone Hutchison Australia (VHA)
08.2009 - 09.2019
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Floor support during the merge of 3Mobile and Vodafone brands when they became Vodafone Hutchison Australia VHA
  • Assistant team leader responsibilties included performance meetings, reviewing individual statistics and also support for the team, reporting and improving KPIs across the teams and brands
  • When not assisting the team I worked in the Resolution team handling sales, care based enquiries both inbound and outbound calls.
  • Attended quarterly customer service meetings to review performance and set goals for improvement.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.

Education

Security Officer Training Certificate -

Asset Training
Cambridge, TAS
11-2019

Skills

  • Customer service and rapport building
  • Training and leading experience
  • Active listening
  • Problem resolution
  • Call centre experience
  • Computer proficiency
  • Scheduling
  • Team development
  • Complaint and conflict resolution
  • Call centre operations

Timeline

Customer Service Representative

TPG Telecom
07.2021 - Current

Security Officer

Coverall Security
11.2019 - 06.2021

Customer Service Representative

Vodafone Hutchison Australia (VHA)
08.2009 - 09.2019

Security Officer Training Certificate -

Asset Training

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Shane Davies