Nicholas Thomas Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

• In charge of creating and optimizing my daily routes depending on customer loca-tions for that day using apps such as RoadWarrior/Circuit as well as learnt efficien-cies.• Picking stock and loading my van with correct and complete orders in the most op-timum way to make each delivery as efficient as possible.• Delivering each order correctly and creating a positive customer experience.• Going over and above by assisting other drivers/routes with deliveries or coaching as… Show more • In charge of creating and optimizing my daily routes depending on customer loca-tions for that day using apps such as RoadWarrior/Circuit as well as learnt efficien-cies.• Picking stock and loading my van with correct and complete orders in the most op-timum way to make each delivery as efficient as possible.• Delivering each order correctly and creating a positive customer experience.• Going over and above by assisting other drivers/routes with deliveries or coaching as required.• Managing my own financials such as labour rate, truck rental rates as well as per-sonal tax.Though I had only been driving there for a short time I was quickly the go-to person sent to areas where difficulty had arisen often associated with poor customer experiences. I was known for ‘making the noise go away’. My priority is to ensure I have impactful connections with anyone I come across. My name is my brand and I take great pride in that. Show less

Melbourne, Victoria, Australia

• Managing current customer service agreements. Sanity checking each one to ensure the contract they are on is providing the appropriate coverage for their vehicle and its uses.• Creating new service agreements and liaising with dealer staff and end customers to find the right service solution for their individual needs.• Creating an algorithm to assist with annual price changes and associated CPI changes to take away the manual-handling.• Creating and updating written procedures… Show more • Managing current customer service agreements. Sanity checking each one to ensure the contract they are on is providing the appropriate coverage for their vehicle and its uses.• Creating new service agreements and liaising with dealer staff and end customers to find the right service solution for their individual needs.• Creating an algorithm to assist with annual price changes and associated CPI changes to take away the manual-handling.• Creating and updating written procedures that had not been logged or out of date.• Training new staff members and being their key point of contact for any issues.• Processing incentive payments made to dealers monthly.• Monthly, quarterly and annual reporting to National Service Business Manager • Salesforce Analytics and dashboard creation.• Transcription of customer data into specific CRM [SalesLogix/Salesforce, Dealer Con-nect (IDS), etc.] and ensuring all data is up to date and accurate. Show less

Melbourne, Australia

• Conduct NPS survey calls for Sales and Service department (minimum 50 outbound calls a day) and achieved relevant individual and team KPIs.• Transcription of customer data into specific Customer Relationship Management systems [SalesLogix/Salesforce, Dealer Connect (IDS), etc.] and ensuring all data is up to date and accurate.• Efficient, proactive and courteous resolution of customer enquiries and capturing of customer complaint information including follow up and… Show more • Conduct NPS survey calls for Sales and Service department (minimum 50 outbound calls a day) and achieved relevant individual and team KPIs.• Transcription of customer data into specific Customer Relationship Management systems [SalesLogix/Salesforce, Dealer Connect (IDS), etc.] and ensuring all data is up to date and accurate.• Efficient, proactive and courteous resolution of customer enquiries and capturing of customer complaint information including follow up and resolution.• Manage accurate and timely resolution to enquiries, issues and leads. Maintain and demonstrate knowledge of products, services, and corporate and departmental policies and procedures.• Execute the ability to drive the promotion of these products and identify and recognise key moments when to promote Isuzu support services, and competently pro-cess the sale through the various point of sale channels.• Ensure high levels of customer satisfaction and customer service by improving processes and promoting Care standards.• Maintain customer focus and ensure a high level of customer satisfaction is achieved• Assist other team members with their tasks and am a prominent contact for other team members requiring assistance/advice• Conduct system testing prior to process/system implementations. Show less

Melbourne, Australia

• Inbound and Outbound call facilitation regarding service and sales enquiries• Transcription of customer data into specific Customer Relationship Management systems (DealerSocket, ERAnet, etc.)• Efficient, proactive and courteous resolution of customer enquiries and capturing of customer compliant information including follow up• Structuring, scheduling and management of appointments as required (sales and service appointments)• Providing accurate quotations for services, parts… Show more • Inbound and Outbound call facilitation regarding service and sales enquiries• Transcription of customer data into specific Customer Relationship Management systems (DealerSocket, ERAnet, etc.)• Efficient, proactive and courteous resolution of customer enquiries and capturing of customer compliant information including follow up• Structuring, scheduling and management of appointments as required (sales and service appointments)• Providing accurate quotations for services, parts and labour as per the customer’s request Show less

Perth, Australia

• Speaking with customers and gauging their business requirements during a planned power interruption. Empathising with customers and ensuring a positive customer experience whilst upholding Western Power's values• Liaising with internal stakeholders by email or phone in order to resolve customer issues and responding to customers within our 2 business day SLA• Deal with conflict and create/manage relationships with various customers• Claim investigations – processing payments for… Show more • Speaking with customers and gauging their business requirements during a planned power interruption. Empathising with customers and ensuring a positive customer experience whilst upholding Western Power's values• Liaising with internal stakeholders by email or phone in order to resolve customer issues and responding to customers within our 2 business day SLA• Deal with conflict and create/manage relationships with various customers• Claim investigations – processing payments for approved claims using Ellipse; send-ing out correspondence to customers if their claim was declined• Accurate data entry summarising customer contact (whilst on a call) and the key points of the conversation; also what was done to resolve the customers query • Managing work volumes and forecasting to ensure we have the appropriate levels of staff to manage our workloads (rostering)• Assist other team members with their tasks and am a prominent contact for other team members requiring assistance/advice• Processing cancellations and updating online application portals to ensure they show the correct information• Improving current processes and implementing them. Rolling out the improvements to the relevant team members• Providing training for new team members or existing team members up-skilling in other areas• Working on extra projects: creating a new IVR call flow to better our service to our customers• Attended interviews of potential employees and deliberated with my manager in order to hire the best prospectsThis role was 30% customer service based (predominantly outbound calling but included some inbound calls and email correspondence). The other 70% were administration tasks. Show less

Auckland, New Zealand

• Answering inbound calls and assisting customers with any queries/issues they may be having with their service. These include but are not limited to resolving billing disputes; relocating customer’s services; troubleshooting home phone and broad-band issues and logging faults when necessary; assisting customers with any mobile service issues or handset issues, etc.• Speaking with customers and gauging their business' broadband requirements and trying to assist them in an efficient and… Show more • Answering inbound calls and assisting customers with any queries/issues they may be having with their service. These include but are not limited to resolving billing disputes; relocating customer’s services; troubleshooting home phone and broad-band issues and logging faults when necessary; assisting customers with any mobile service issues or handset issues, etc.• Speaking with customers and gauging their business' broadband requirements and trying to assist them in an efficient and timely manner. Empathising with customers and ensuring a positive customer experience whilst upholding Vodafone New Zea-land's values • Accurate data entry summarising customer contact (whilst on a call) and the key points of the conversation; also what was done to resolve the customers query • De-escalating calls from unhappy customers using my experience from my man-agement positions as opposed to going through our complaints teamI was promoted to the Business Area (from Consumer) in September 2012. Show less

Dress-Smart Onehunga, Auckland, New Zealand

• Providing end-to-end service for the customer – greeting them, assisting with their requirements, up-selling if possible and completing the sale through the POS• Dealing with customer complaints• Processing customer returns/refunds and assisting with customer orders• Cash handling / POS / banking• Opening and closing store, conducting bag checks on staff before breaks and at the end of shift• Merchandising / processing inward goods and outgoing transfers /… Show more • Providing end-to-end service for the customer – greeting them, assisting with their requirements, up-selling if possible and completing the sale through the POS• Dealing with customer complaints• Processing customer returns/refunds and assisting with customer orders• Cash handling / POS / banking• Opening and closing store, conducting bag checks on staff before breaks and at the end of shift• Merchandising / processing inward goods and outgoing transfers / restocking• Coordinating stock-take (preparation and running of) as Manager was away at other stores stock-takes• Training new staff in sales, inventory and POS process• Completing End of Day, End of Week and End of Month reports• Managing work volumes and forecasting to ensure we have the appropriate levels of staff to manage our workloads (rostering)• Attended interviews of potential employees and deliberated with my manager in order to hire the best prospects Show less

Sylvia Park Shopping Centre, Auckland, New Zealand

• Providing end-to-end service for the customer – greeting customer, assisting with their requirements, up-selling if possible and completing the sale through the POS• Dealing with customer complaints• Processing customer returns/refunds and assisting with customer orders• Cash handling / POS / banking• Opening and closing store, conducting bag checks on staff before breaks and at the end of shift• Merchandising / processing inward goods and outgoing transfers /… Show more • Providing end-to-end service for the customer – greeting customer, assisting with their requirements, up-selling if possible and completing the sale through the POS• Dealing with customer complaints• Processing customer returns/refunds and assisting with customer orders• Cash handling / POS / banking• Opening and closing store, conducting bag checks on staff before breaks and at the end of shift• Merchandising / processing inward goods and outgoing transfers / restocking• Assisting with preparation and conducting stock-take• Training new staff in sales, inventory and POS process• Completing End of Day, End of Week and End of Month reports• Managing work volumes and forecasting to ensure we have the appropriate levels of staff to manage our workloads (rostering) Show less