Shaun Walton Email and Phone Number

- Leveraged other business brands and cross-trained team members to enable streamlined ways of working resulting in cost reduction due to the increased flexibility afforded by multi-talented staff.- Utilised data metrics and verbatim trends to deploy efficiencies across areas of the team such as communications, service, sales and operations which in turn improved Voice of Customer scores by 5 points.- Measured and reported on key KPIs to key stakeholders and provided status updates on performance analysis and suggested process improvements resulting in the engagement of auxiliary teams to support project implementation.- Planned and deployed the integration of Zendesk as a case management system and embedded ways of working across two teams to reduce first touch response rate from 5 business days to 24 hours.- Ensured a smooth transition to the FY20 Operating Model by supporting the knowledge capture and transfer, and assisting with the relocation of offices.

- Fostered healthy working relationships between the contact centre and key stakeholders, which ensured transparent communication and a seamless experience for the customer.- Enabled call centre team to provide considered and reliable information to customers by collaborating with the wine teams to provide product education to all team members.- Succession planned and developed future leaders through progression plans, knowledge transfer and collaboration with other departments.- Continually identified opportunities to positively influence the customer experience and collaborated with brands within Endeavour Drinks to create end to end solutions to deliver superior customer service.

- 1st place, On-line Customer Experience & runner-up, Customer Excellence Team at 2016 Retail Customer Excellence Awards.- Increased customer satisfaction scores by 20% through developing and implementing short-, medium-, and long-term structures and strategies.- Implemented customer service training on a daily 1-2-1 and weekly team basis with biannual appraisals.- Grew the Customer Happiness Team from a team of 4 to a team of 18 in which a dynamic, progressive, team-based environment with a passion for exceptional customer service thrived. - Worked with the wine team to grow its product portfolio and assisted with the education of the Customer Happiness Team in their product knowledge.

- Achieving targets through self-motivated direct wine sales. - Customer retention, client management and maintaining excellent customer relations. - Building instant rapport with the customers to understand their needs as a customer. - Maintaining the reputation of the winery for which I was acting as a representative. - Increasing my knowledge and improving my understanding of all aspects of the wine industry.

Supplying amazing wine with a story from small-scale, independent winemakers and providing an exceptional customer service and after-sales experience by helping customers find their own favourites new and old.- Outstanding customer service and problem solving: website support, ordering and handling complaints.- Encouraging sales by identifying the customer’s tastes and putting the choice in their hands. - Inspiring the customer’s discovery of their own hidden gems via new countries, producers and grapes. - Assisting at private and public tastings by pouring and discussing the wine with attendees. - A passion for - and developing love of - independently made, not-just-your-usual, great tasting wine! - Reviewing and promoting the wine and company via the website and social media.