Tonny Roy
Brisbane,Australia
Summary
Customer-focused professional with experience in customer service, sales, and customer success. Skilled in effective communication, expectation management, and delivering positive experiences. Committed to fostering strong relationships while aligning with business objectives. Seeking to leverage expertise in a new opportunity in Melbourne.
Overview
2
2
years of post-secondary education
9
9
years of professional experience
Work History
Customer Success Consultant
Silver Chef Rentals Pty Ltd
Brisbane, Queensland
2024.11 - Current
- Managed inbound and outbound customer enquiries, delivering effective solutions and maintaining high service standards.
- Built and maintained customer relationships, supporting customer satisfaction, loyalty and retention.
- Identified sales opportunities and recommended tailored solutions to maximise customer value and business growth.
- Managed customer follow-ups and daily workloads while working towards performance targets and KPIs.
- Resolved customer concerns through effective communication, problem-solving and first-contact resolution.
- Maintained accurate customer records and ensured compliance with company policies and procedures.
Customer Consultant
HUDSON
Brisbane, Australia
2023.07 - Current
- Provided customers with product and service information, as well as assistance with problem resolution
- Provided customers with product and service information.
- Logged transactions and customer interactions using appropriate systems to ensure accurate record-keeping
- Educated customers on new products and services available from the company.
- Educated customers on new products and services to enhance their understanding and satisfaction.
- Coordinated with internal departments to effectively resolve complex customer inquiries and complaints
Contact Representative
Concentrix (CNXC)
Brisbane, Australia
2022.06 - 2023.07
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer
- Managed customer expectations by clarifying needs and recommending tailored products and services
- Answered incoming calls, delivering professional and knowledgeable service to enhance customer satisfaction
- Resolved customer inquiries and concerns, ensuring quality service and adherence to performance benchmarks
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
Sales Representative/Trainer
SNG Collective
Fortitude Valley, Australia
2020.01 - 2022.03
- Train new recruits on Door-to-Door techniques and how to sell subscriptions to customers
- Studied geographic areas to identify potential buyers and increase door-to-door sales
- Engaged with satisfied customers to strengthen relationships and encourage referrals. to offer additional services
- Assessed customer needs through detailed questioning and presented products to fill those requirements
- Consulted with clients after sales or contract signings to resolve problems and provide ongoing support
Front Counter Service/ Team Leader
Woolworths Supermarkets - Westpoint
Browns Plains, Australia
2018.01 - 2020.04
- Executed opening, closing and shift change functions to uphold daily operational standards
- Addressed customer concerns and communicated outcomes effectively
- Verified completed work for consistency, quality and conformance.
Education
Bachelor Of Business Mgmt -
University of Queensland
St Lucia, Queensland 2024.11 - 2026.11
Skills
- Customer Relationship Management
- Client support
- Verbal and Written Communication
- Complaint resolution
- Customer Value Maximization
- Negotiation & Persuasion
- Critical thinking
- CRM Systems & Data Entry
- Documentation
- Cross-functional teamwork
- Time management
- Customer Success Metrics
Timeline
Customer Success Consultant
Silver Chef Rentals Pty Ltd
2024.11 - Current
Bachelor Of Business Mgmt -
University of Queensland
2024.11 - 2026.11
Customer Consultant
HUDSON
2023.07 - Current
Contact Representative
Concentrix (CNXC)
2022.06 - 2023.07
Sales Representative/Trainer
SNG Collective
2020.01 - 2022.03
Front Counter Service/ Team Leader
Woolworths Supermarkets - Westpoint
2018.01 - 2020.04