TOM FRANCIS
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
Customer Service Agent
M-LEC Solae
10.2023 - Current
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Streamlined communication processes for improved information exchange between customers and team members.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
Scan Tech
Benny's Bar & Cafe
04.2023 - Current
- Enhanced document organization by scanning and indexing various materials.
- Streamlined processes for faster turnaround times with efficient scanning techniques.
- Ensured high-quality digital images by conducting regular maintenance on equipment and utilizing advanced scanner settings.
- Increased accuracy of scanned documents by implementing quality control measures and software-related adjustments.
Customer Service Representative
TSA Group
03.2023 - 07.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Laborer
Flexi Staff
08.2022 - 12.2022
- Improved worksite efficiency by maintaining clean and organized work areas.
- Enhanced project timelines by collaborating effectively with team members on various tasks.
- Supported construction projects by assisting with heavy equipment operations and manual labor tasks.
- Ensured safety compliance through regular inspection of tools and equipment, reporting any issues promptly.
Customer Service Representative
Probe
12.2021 - 06.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Laborer
Arcadia
12.2020 - 04.2021
- Improved worksite efficiency by maintaining clean and organized work areas.
- Enhanced project timelines by collaborating effectively with team members on various tasks.
- Supported construction projects by assisting with heavy equipment operations and manual labor tasks.
- Ensured safety compliance through regular inspection of tools and equipment, reporting any issues promptly.
Administrative Officer
Independant Living
03.2009 - 12.2020
- Streamlined office processes by implementing efficient administrative systems and procedures.
- Enhanced overall office productivity through effective staff management and coordination of daily tasks.
- Reduced expenses by negotiating with vendors for cost-effective supply contracts and services.
- Boosted employee morale by addressing concerns promptly and fostering a positive work environment.
Education
No Degree - Finance
Willetton Senior High School
Willetton, WACERT IV in Business Administration
CERT III in Business Administration
CERT II in Business Administration
Willetton Senior High School
01.2020
Skills
- Ability to work cooperatively with others
- Ability to work unsupervised and as part of a team
- Accurate keyboard skills
- Adaptable to new technology
- Competent with computers and ability to use MS Word, PowerPoint and Excel
- Conscientious and efficient
- Demonstrated common sense and the use of initiative
- Enthusiastic and self-motivated
- Excellent interpersonal skills
- Excellent language skills- written and verbal
- Excellent problem-solving skills; especially mathematical problems
- Experience working to deadlines
- Flexible and forward thinking
- Friendly and approachable
- High level of organizational and time management skills
- Logical thinker
- Resourceful
- Call Control
- Information Verification
- Upselling
- Call Flow Maximization
- Inbound Call Management
- Customer Complaint Resolution
- Inbound Customer Service
- Account Management
- Outstanding Communication Skills
- Customer Relations
- Microsoft Office Suite Proficiency
Work Experience History
- OBS M-LEC Solar, 10/01/20, Present, Telemarketer
- Bennys Bar+Café, 03/01/23, Present, Scan- Tech
- TSA Recruitment, 03/01/23, 06/01/23, Customer Service Agent
- Flexi Staff, 08/01/22, 12/01/22, Laborer Factory Hand
- Centrelink Support Officer, Probe Australia, 12/01/21, 06/01/22, Responsibilities include: Receiving calls from customer for funding Granting money to customer Helping customers in financial crisis
- Factory Worker, Arcadia, 12/07/YY, 11/YY, Responsibilities include: Assembling sunscreens and ventilation units Taking additional shifts to keep projects on schedules Graded and packaged finished products
- MEDIA SUPPORT OFFICER, Jesus Youth Perth, 03/01/19, Present, Responsibilities include: Use video camera equipment to capture original footage, with experience in techniques and approach to film production. Use video camera equipment to capture original footage, with experience in techniques and approach to film production
- ADMINISTRATOPM OFFICER, Independent Living Centre, 03/01/19, 09/01/20, Responsibilities include: Undertaking general office procedures General administration duties: scanning and uploading confidential documents and supplier contact information into office database, developing invoices for suppliers. Data entry duties for CFO budget report The ability to work independently as well as part of a team
References
- Adam Carter-Johnson, OBS M-LEC Solar, Supervisor, 0491 055 616
- Terry Rikhraj, Benny's Supervisor, 04 7022 7707
Timeline
Customer Service Agent
M-LEC Solae
10.2023 - Current
Scan Tech
Benny's Bar & Cafe
04.2023 - Current
Customer Service Representative
TSA Group
03.2023 - 07.2023
Laborer
Flexi Staff
08.2022 - 12.2022
Customer Service Representative
Probe
12.2021 - 06.2022
Laborer
Arcadia
12.2020 - 04.2021
Administrative Officer
Independant Living
03.2009 - 12.2020
No Degree - Finance
Willetton Senior High School
CERT IV in Business Administration
CERT III in Business Administration
CERT II in Business Administration
Willetton Senior High School
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