Christopher Bishara Email & Phone Number

Roselands, Nsw, Au

Assisted with the successful roll-out of the OCRM (Ongoing Customer Review and Maintenance) project within customer relations, engaging stakeholders at all levels, from frontline staff to senior management.Implemented password protection procedures for email attachments, ensuring compliance with risk and legal policies while developing both temporary and long-term solutions.Directed End of Financial Year (EOFY) projects for Panorama and Asgard platforms, collaborating with cross-functional teams and conducting training sessions for frontline staff.Managed communications, training, and knowledge updates for the Asgard platform's insurer re-rate project, while maintaining CRM data and conducting day-to-day reporting.Assisted in managing the CR Simpler inbox, identifying and implementing approved process simplification ideas.Additional responsibilities included team inbox management, knowledge management system updates, coordinating outcalls, and website documentation compliance.

Proactively identified and resolved systemic issues by liaising with relevant teams, contributing to the Root Cause team's investigations and resolutions.Achieved significant performance improvements by reducing a call log metric (dummy wrap-ups) from 25.9% to 7.3% within four months, exceeding management's expectations.Delivered exceptional customer service aligned with the company's culture and values.Effectively handled complaints, providing clear and concise feedback to management for investigation and utilizing the internal complaints logging system.Managed customer inquiries and concerns through phone calls and emails, adhering to company policy and guidelines.Ensured customer expectations and experiences aligned with company processes, SLAs, and government legislation.Provided informal training to new starters on internal systems and completed ad-hoc tasks and projects delegated by Subject Matter Experts and team managers.

At JW Computers, Australia's trusted computer store for nearly 20 years, I've had the opportunity to blend my technical expertise with sales acumen, contributing significantly to both customer satisfaction and company revenue.Key Contributions: Sales Excellence: Spearheaded sales efforts to generate over $1 million in annual product sales, working part-time at a single location. Technical Proficiency: Specialized in building and designing a high volume of pre-built GMR and custom gaming computers, meeting diverse client needs. Repair and Maintenance: Skilled in a wide range of repair services, including: Laptop disassembly and reassembly for screen replacements and RAM installation. Software repairs and reinstallation, primarily on Windows devices. Overhauling desktop computers, from custom builds to prebuilt OEM units. Customer Relationship Management: Established and nurtured strong relationships with clients, leading to repeat sales from both private and business sectors. Sales Strategy and KPI Achievement: Consistently met and exceeded key performance indicators, aiding colleagues in achieving their goals and leading sales training workshops. Product Knowledge Expansion: Developed deep knowledge in a vast range of products, extending beyond the store's inventory to include smart TVs, smart home devices, and more. Effective Communication: Excelled in explaining technical concepts to non-technical customers, enhancing their understanding and boosting sales. Innovative Training Material Creation: Authored and refined various training documents, including flowcharts, manuals, and tutorials, to simplify POS processes for sales staff.Staying abreast of the rapidly evolving tech market, I have continuously adapted to new challenges, ensuring JW Computers remains at the forefront of customer service and technical expertise in the computer retail sector.

At Chemist POS Direct, a leader in providing cost-effective and unbiased POS solutions for pharmacists, I played a pivotal role in technical services and customer support.Key Achievements: Nationwide Service Delivery: Successfully serviced pharmacies across the country, both onsite and remotely, adhering to stringent company processes. Hardware and Software Management: Expertly handled installation, staging, and setup of POS systems, ensuring efficient and tidy installations whether through remote dial-in or onsite. Logistics and Preparation: Streamlined the preparation and dispatch of hardware to national clients, involving: Development of standard images for efficient preparation of computers, PDAs, and barcode scanners. Efficient stock organization and packaging to ensure clarity and accuracy in technician workflows. Coordination with logistics providers like Startrack and GO Logistics for nationwide pickups, and adeptly handling any shipping discrepancies. Client Consulting and Relationship Building: Engaged with both prospective and established clients to consult on system upgrades and negotiated support and maintenance contracts. Established strong relationships through dedicated client meetings during and post work hours. Technical Communication: Excelled in breaking down complex technical concepts for clients unfamiliar with technology, ensuring clarity and understanding. Documentation and Training: Crafted user-friendly documentation, flowcharts, manuals, and tutorials, significantly improving the onboarding process for trainee technicians.By focusing on customer-centric solutions and technical expertise, I contributed to enhancing Chemist POS Direct's service delivery and client satisfaction.