Thomas W. Email & Phone Number

Melbourne, Vic, Au

Clayton, Victoria, Australia

• Managed a diverse team of 15 Sales Support professionals from Australia and New Zealand, fostering a collaborative and inclusive work environment.• Oversaw the implementation and management of SAP S4Hanna systems to streamline sales operations and improve data integrity.• Developed new Commercial team processes, resulting in improved project management, and streamlined operations.• Analyzed sales data, established performance metrics, and introduced process improvements to enhance productivity, reduce costs, and improve customer satisfaction.• Collaborated with sales leadership, marketing, and key stakeholders to optimize Sales Support processes and enhance overall efficiency.• Cultivated and maintained strong internal and external relationships, ensuring exceptional service and support throughout the Retail and Commercial sales cycle.

Clayton, Victoria, Australia

• Accomplished Sales Support Supervisor overseeing two teams of 11 professionals, specializing in sales, customer support, and customer records management for Retailers and Premium Brand customers.• Proactively established and managed a Sales Support call center during the COVID-19 pandemic, successfully leading remote staff from March 2019 to present.• Implemented automation of staff and customer portals, driving a remarkable 40% increase in sales within existing resources during the pandemic.• Demonstrated exceptional adherence to business guidelines, maintaining a remarkable 99.9% compliance rate in business transaction results.• Streamlined customer service processes through effective documentation and automation, while providing company compliance training to enhance team performance. Proactively handled client inquiries, served as the face of the business for retail and Premium Brand retailers, resolved issues with orders, pricing, and product selection, and played a key role in improving customer satisfaction through collaboration with sales and marketing teams. Additionally, contributed to resolving consumer complaints and identified opportunities for improvement in delivery operations.

Clayton

• Effective Team Leadership: Successfully supervised a high-performing sales support team, fostering a positive and collaborative work environment. Provided guidance, mentorship, and ongoing training to enhance team performance and achieve sales targets.• Retail Channel Expertise: Deep understanding of the unique challenges and dynamics within the retail sector. Developed strategies and implemented initiatives to support retail sales channels, ensuring effective customer engagement and satisfaction.• Customer-Centric Solutions: Demonstrated a strong focus on customer needs and satisfaction. Implemented innovative support processes and tools to enhance customer experience, resolve issues promptly, and exceed service level expectations.• Process Optimization: Proactively identified opportunities to streamline sales support processes, resulting in increased efficiency and reduced turnaround times. Leveraged technology and automation to improve workflow and maximize team productivity.• Cross-Functional Collaboration: Collaborated closely with sales, marketing, and operations teams to align support functions with overall business goals. Built strong relationships with key stakeholders to ensure smooth coordination and effective communication.

Heatherton

Mulgrave, Australia

• Strong Team Leadership: Effectively led and optimized team performance through strategic work allocation and performance management aligned with KPIs.• Supplier Relationship Management: Proactively managed supplier relationships, ensuring smooth operations and timely resolution of issues.• Client and Supplier Service Excellence: Conducted comprehensive service reviews, driving customer satisfaction and fostering strong partnerships with key stakeholders.• Process Optimization and Efficiency: Implemented streamlined processes to improve operational efficiency, reduce bottlenecks, and enhance overall productivity.• Coaching and Professional Development: Mentored and trained team members, fostering a culture of continuous learning and professional growth.

Mulgrave, Australia

Forresthill

• Expert Software Technical Support: Provided comprehensive assistance to address software issues, demonstrating troubleshooting expertise and delivering prompt solutions.• Efficient Security Administration: Managed security functions, ensuring compliance with protocols and maintaining data confidentiality.• Customer-Centric Approach: Delivered expert technical knowledge and assistance, proactively resolving customer problems and ensuring high satisfaction.• Effective Collaboration and Communication: Collaborated with teams and stakeholders to resolve complex technical issues, conveying information clearly and concisely.• Strong Problem-Solving Skills: Leveraged technical expertise and analytical abilities to identify and resolve software-related problems, employing a systematic troubleshooting approach.

Braeside

• Technical Troubleshooting: Expertly diagnose and resolve internet-related technical issues using in-depth knowledge of networking, connectivity, and software configurations to provide effective solutions.• Customer Satisfaction: Committed to delivering exceptional customer service, ensuring customer problems are resolved to maximum satisfaction by actively listening, understanding concerns, and providing appropriate solutions.• Creative Problem Solver: Strong analytical and problem-solving skills to identify the root cause of issues and develop innovative troubleshooting techniques for efficient problem resolution.• Knowledge Sharing: Act as a subject matter expert, sharing technical knowledge and best practices with customers to enhance their understanding and empower them to independently resolve future issues.• Effective Communication: Clearly and concisely communicate technical information, ensuring customers understand the steps to resolve their issues. Utilize empathy, patience, and rapport-building skills to instill confidence in customers.

Mulgrave

• Compliance Management: Ensure regulatory compliance and maintain credit evaluation integrity through strong understanding of credit management policies and procedures.• Process Optimization: Streamline credit evaluation processes, collaborating with cross-functional teams to identify improvements that enhance efficiency and reduce errors.• Attention to Detail: Meticulously review credit files, employing strong analytical skills to identify inconsistencies and resolve discrepancies for accurate and comprehensive credit assessments.• Relationship Building: Cultivate strong relationships with internal stakeholders, acting as a trusted advisor on credit matters and promoting effective communication and collaboration.• Quality Assurance: Maintain high-quality credit evaluations through regular audits and checks, identifying opportunities for improvement and ensuring consistent and accurate assessments.