TIM FORD
3/7 Fairmount Street Summer Hill,NSW
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Overview
18
18
years of professional experience
Work History
Centre Manager
National Storage
Artarmon, NSW
04.2020 - Current
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Assigned work and monitored performance of project personnel.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Produced thorough, accurate and timely reports of project activities.
- Analyzed business performance data and forecasted business results for upper management.
- Delegated work to staff, setting priorities and goals.
- Reviewed completed work to verify consistency, quality and conformance.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Developed strategies to maximize return on investments and reduce risk exposure.
- Managed all maintenance requests from tenants in a timely manner.
Bakery Assistant
Coles Group
Lithgow
11.2019 - 03.2020
- Provided excellent customer service to foster satisfaction and loyalty.
- Packaged bakery items and purchases in boxes and bags for customer carrying convenience.
- Arranged baked goods in attractive displays inside bakery cases to increase sales.
- Washed preparation utensils, tools and machinery by hand or industrial dishwasher.
- Assisted bakers in retrieving supplies from storage areas to keep bakery operations smooth during high-volume periods.
- Operated ovens, proofers, fryers, sheeters, rounders, scales and mixers for bakery
- Set up fresh baked goods in front display, organizing for visibility and to showcase daily specials or items with limited availability or shelf-life.
- Followed recipes to mix dough in batches sufficient for daily production quota.
- Prepared pastry creams, fillings, icing, chocolate mousse and other components used in decorating and filling baked goods.
Customer Service Representative
National Australia Bank
Rhodes, NSW
11.2017 - 02.2018
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Worked with managers to develop service improvement initiatives.
- Maintained confidentiality of banking records and client information to avoid possible data breaches.
- Maintained confidentiality of bank records and client information, directed specific questions to appropriate branch personnel and exceeded customer service satisfaction ratings.
- Answered customer questions in friendly and knowledgeable manner to maintain high satisfaction levels.
- Improved operations by working with team members and customers to find workable solutions.
- Improved customer satisfaction by finding creative solutions to problems.
Consultant Support Trainer
Nutrimetics Australia
Gladesville, NSW
06.2015 - 11.2017
- Provided accurate and appropriate information in response to customer inquiries.
- Addressed customer service inquiries in a timely and accurate fashion.
- Developed effective relationships with all call center departments through clear communication.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Provided cross training to staff members.
- Assisted with the development of the call center's operations, quality and training processes.
- Created training manuals targeted at resolving even the most difficult customer issues.
- Guaranteed positive customer experiences and resolved all customer complaints.
- Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
- processes and systems for increasing customer service satisfaction.
- Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
- Created training manuals targeted at resolving even the most difficult customer issues.
- Developed, implemented and monitored programs to maximize customer satisfaction.
- Trained new quality customer service representatives.
Inbound Directory Operator & Technical Support
Robertson Telecom
Vancouver, BC Canada
01.2013 - 09.2014
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided accurate and appropriate information in response to customer inquiries.
- Demonstrated mastery of customer service call script within specified timeframes.
- Improved customer ratings by 95%.
- Addressed customer service inquiries in a timely and accurate fashion.
- Developed effective relationships with all call center departments through clear communication.
- Worked with upper management to ensure appropriate changes were made.
CCH Sales Associate Manager
Old Navy
Richmond, BC Canada
11.2011 - 12.2012
- Prevented store losses using awareness, attention to detail and integrity.
- Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
- Cross-trained and provided back-up for other customer service representatives when needed.
- Worked as a team member performing cashier duties, product assistance and cleaning.
- Assisted customers with store and product complaints.
- Guaranteed positive customer experiences and resolved all customer complaints.
- Maintained adequate cash supply in cash drawers in multiple checkout stations.
- Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.
- Regularly sought opportunities to up sell and add on additional merchandise.
- Communicated all merchandise needs or issues to appropriate supervisors.
- Performed store opening duties, including counting cash drawers.
Assistant Store Manager
Mantique Fashions
Vancouver, BC
05.2011 - 11.2012
- Received and processed cash and credit payments for in-store purchases.
- Opened and closed the store, including counting cash, opening and closing cash registers and creating staff assignments.
- Placed special merchandise orders for customers.
- Created strategies to develop and expand existing customer sales.
- Shared product knowledge with customers while making personal recommendations.
- Demonstrated that customers come first by serving them with a sense of urgency.
- Worked as a team member to provide the highest level of service to customers.
- Maintained friendly and professional customer interactions.Verified that all merchandising standards were maintained on a daily basis.% increase in monthly sales.
Assistant Facility Manager
Metro Storage
Sydney, Australia, Australia
11.2010 - 11.2012
- Answering incoming calls from the general public Providing solutions and explaining our products and services providing customer with information regarding storage Selling our storage units offering discount to confirm reservations Conducting collection calls to customer that were overdue with storage fees Organizing merchandise and ordering stock that needed to be replenished Data entry and Administration tasks Cash handling, petty cash and bank Reconciliation Move in new customers and move out customer Provide each person that visits the facility my name and build customer relationships.
Customer Service Operator
Fox Symes & Associates
Sydney, Australia, Australia
10.2006 - 11.2012
- Answering incoming calls from the general public Providing solutions and explaining our products and services Showing empathy, and understand the client's needs and wants Going through a Questionnaire to Qualify the client for our services.
- Follow up customer complaints and inquiries Answering the phone with 5 different phone lines Making outbound calls from inquiries from new clients seeking assistance.
Education
Certificate 3, 4 & Master Trainer: Personal Trainer -
2009
Australian Institute of Fitness Sydney, NSW, AUSTRALIA -
Mitchell High School
2002
Skills
- Strong organizational skills
- Courteous demeanor
- Active listening skills
- Energetic work attitude
- Relationship-building
- Customer service expert
- Results oriented
- Adaptive team player
- Staff training and development
- Sharp problem solver
- Staff Leadership
- Property Management
Timeline
Centre Manager
National Storage
04.2020 - Current
Bakery Assistant
Coles Group
11.2019 - 03.2020
Customer Service Representative
National Australia Bank
11.2017 - 02.2018
Consultant Support Trainer
Nutrimetics Australia
06.2015 - 11.2017
Inbound Directory Operator & Technical Support
Robertson Telecom
01.2013 - 09.2014
CCH Sales Associate Manager
Old Navy
11.2011 - 12.2012
Assistant Store Manager
Mantique Fashions
05.2011 - 11.2012
Assistant Facility Manager
Metro Storage
11.2010 - 11.2012
Customer Service Operator
Fox Symes & Associates
10.2006 - 11.2012
Certificate 3, 4 & Master Trainer: Personal Trainer -
Australian Institute of Fitness Sydney, NSW, AUSTRALIA -
Mitchell High School
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