Julius Gloria Email & Phone Number

Brisbane, Queensland, Australia

• Analyzes large volumes of billing data to uncover trends, variations, and patterns to present to the stakeholders as required• Evaluates business requirement and functional specification documents for process and system change enhancements• Checks invoice error messages, analyzes and reports on requirements to fix issues

Brisbane, Queensland, Australia

• Answered customers’ general inquiries including applications for supply, meter reading requests, consumption, debt, tariff and other customer service inquiries• Negotiated payment arrangements with outstanding debtors for domestic and similarly for commercial and industrial customers• Processed journals relating to disconnect/reconnect fees and charges• Made outbound customer calls regarding appointment confirmation and debt

Singapore

• Managed the customer service team and trained sales staff and new hires within the team• Ensured high customer retention by educating them on the proper use and maintenance of products and used it as an opportunity to cross-sell• Leveraged on customer feedbacks and complaints to coach sales staff on how to communicate properly with customers to avoid miscommunications and gaps• Corresponded with GM (General Manager) and SMs (Sales Managers) daily to review sales, KPI results and business priorities• Communicated daily KPI goals and priorities to sales associates• Facilitated one-on-ones with CS (Customer Service) Associates for updates and sharing of key areas for improvement• Worked on behalf of and assists sales associates at an expert level with empowerment to make decisions• Partnered with Management team to ensure problems are addressed and effective support are provided to enhance customer experience• Ensured product availability for online store and on-time delivery or self-collection of goods purchased• Consolidated customer complaints and propose appropriate solutions to GM and SM(s)

Singapore

• Shared product knowledge to customers to get them to understand the characteristics and uniqueness of furniture and turn complaints into good customer experience• Discussed ways to personally contribute to store goals for daily sales conversion• Checked with the APB (Associate Process Board), SM(s), CSS (Customer Service Supervisor) for daily priorities and assignments• Offered ongoing feedback to supervisor on the usual complaints and propose appropriate solutions• Assisted with inquiries and connected customers with sales associates in the relevant department• Kept in touch with customers on self-collection or delivery scheduling to ensure proper items and furniture are transported• Connected with sales associates throughout shift to ensure quality support and customer experience• Coordinated with Finance with regards to Refund status & store credits

U.A.E.

• Developed and maintained a marketing plan to monitor sales/retention effort and goals for the retention team• Took care of the needs and wants of the clients and ensured that they receive the best service and quality of each item• Implemented process improvements to ensure smooth and efficient functioning of the order management process• Coordinated and negotiated with the salesmen and suppliers regarding prices• Consistently maintained a good and close working relationship with clients and made sure business quotation and deliveries are sent timely and accurately• Attended to all calls regarding any concerns including customer disputes and followed-up where necessary• Highlighted and shared customer feedback with management and sought improvements based on those learning• In-charge of the Crux/data entry to coordinate orders invoicing and billings• Handled ad-hoc duties as assigned

U.A.E.

• In-charge of the handling and processing faculty, telemarketers and consultants' commissions.• Responsible for the verification of faculty commission reports, computation of individual commissions and some cash-handlings.• Ensured completeness in the data entry and updating of database.• Conducted audit/quality checking of register books of faculties.• Organized seminars for executives.