Summary
Overview
Work History
Education
Skills
Timeline
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Thomas Hudson

Toorak

Summary

Adept customer service & marketing support consultant with keen understanding of strategy and company branding. Fantastic relationship building skills with extensive expertise in customer support marketing. Expert in slack, MS Suite, Social Media, Zoho, Google Suite, SAP, Siebel and Kraken Software.

Overview

3
3
years of professional experience

Work History

Customer Resolutions Officer (CRO)

TSA Group
01.2024 - 06.2024
  • Selling bookings for clients, adhering to Key Performance Indicators. Such as Contact Centre Metrics.
  • Taking Outbound and Inbound Calls via the Dialler.
  • Booking in hearing aid tests for the client Amplifon.
  • Collaborating with teams, via MS Suite, MS Teams, use of MS excel, Word, MS OneNote, Outlook, multiple CRM systems, and other CRM systems.
  • Fixing back-end technical errors.
  • Escalation of complaints to the client (Amplifon S.P.A, Australia).
  • Client Care, up-selling hearing aid sales.
  • Achieving over 90% to target with minimums of 80% to target Metrics for cross-sell and up-sell KPI's.

Customer Officer

Serco Citizen Services (NDIS Contract)
02.2023 - 12.2023
  • Speaking with vulnerable clients on the phone through omni channels (Email, Phone) - Disabled Clients who needed supports via support coordinators, support workers, plan managers.
  • Participants who were psycho-socially impaired, physically impaired, who were suicidal, at risk to themselves or others. Complied with Quality and Assurance, Privacy Measures to escalate their plan roll
  • Did over funding when measures were not met if they ran out of funding to complaints to the Minister.
  • Collaborated with other Team Leaders for escalating funds not rolled over.
  • Diffused hostile participants, who were showing gesture of self-harm to self or others.
  • Had to meet KPI's of QA, to 95% minimums at all times, hold times to maximum of 2 minutes each time, emails at 2.5 per hour.

Digital Sales & Marketing Consultant

Bupa Australia Pty Ltd
05.2021 - 01.2023
  • Responding to inbound nationwide Bupa clients with a team of 8 consultants via social media channels with a team spread over Brisbane and Melbourne.
  • Sales based role, primarily responding to 6-10 chats within 60 seconds or under (timeframe) metric, with 97% accuracy and grammar metric. Marketing the brand ti uphold Bupa's values and commitment to sell, promote 'longer, healthier and happier lives.
  • Responding to Instagram, FB posts and DM's.
    Processing of all email applications for sales based forms. (3-6 per hour).
  • Processing of payments using DSCII compliant Credit Card and Bank Regulations.
  • Collaborating in regular daily focus sessions with our Coach and Team Lead.
  • Regularly attending bug fixes on all CRM systems, for implementation of new marketing strategies, fixes, technical work-around.
  • Coaching and feedback, loop improvement.

Education

Certificate IV - Business

OpenSpace
Melbourne, VIC
02-2017

Certificate II in Excellence - Customer Contact

Franklyn Scholar
Docklands, VIC
05-2012

Skills

  • Communications management
  • Sales expertise
  • Branding
  • Promotional planning
  • Mobile marketing
  • Marketing automation
  • Market research expertise
  • Digital advertising
  • Call centre experience
  • Microsoft Excel
  • Complaint resolution
  • Professional telephone demeanor

Timeline

Customer Resolutions Officer (CRO)

TSA Group
01.2024 - 06.2024

Customer Officer

Serco Citizen Services (NDIS Contract)
02.2023 - 12.2023

Digital Sales & Marketing Consultant

Bupa Australia Pty Ltd
05.2021 - 01.2023

Certificate IV - Business

OpenSpace

Certificate II in Excellence - Customer Contact

Franklyn Scholar

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