Paul Ward
Summary
Accomplished professional with extensive expertise in customer service, relationship management, and sales. Demonstrates strong problem-solving abilities and product knowledge to enhance customer retention and satisfaction. Proficient in Salesforce CRM and online customer support, with a proven track record in conflict resolution and objection handling. Adept at driving sales growth through effective communication and strategic planning. Committed to leveraging skills to achieve organizational goals and foster long-term client relationships.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Customer support agent
Tel-Sales Call Center
Remote
01.2022 - Current
- Kept abreast with latest updates about company's offerings-ensured accurate information relayed to customers at all times.
- Improved rapport with customers by providing empathetic and patient support during difficult situations.
- Managed customer complaints, ensuring positive experience.
- Assisted customers with queries, improved satisfaction rate.
- Provided comprehensive product information to potential buyers, increasing sales conversion rates.
- Maintained customer database for streamlined service delivery.
Business development representative (SaaS)
Xovaro
Remote
08.2018 - 01.2022
- Forged relationships with key industry stakeholders for improved market understanding.
- Negotiated contracts with prospective clients, securing profitable deals.
- Enhanced customer retention by maintaining excellent client relations.
- Expanded client base through diligent prospecting and networking.
- Collaborated closely with sales team to align strategies and targets.
- Identified potential leads to maximize conversion rates.
EFL teacher
Greenfield's school
Hanoi, Vietnam
08.2015 - 06.2018
- Developed engaging lesson plans by incorporating multimedia resources for enhanced student understanding.
- Enhanced students' communication skills with interactive speaking activities.
- Fostered positive learning environment to motivate EFL learners.
- Utilized innovative teaching methods, improved students' engagement in class.
- Provided constructive feedback on students' work, encouraged continuous improvement.
- Coached and managed the school football team which included trainings outside of school hours.
Education
Bachelor's (level 8) - Business and Law
National University of Ireland, Galway
Galway 09.2011 - 05.2015
Skills
- Customer Service
- Problem-solving
- Product knowledge
- Relationship Management
- Sales expertise
- Conflict Resolution
- Salesforce CRM
- Customer retention
- Online customer support
- Objection Handling
- Data Entry
- Quality Control
- Troubleshooting
- Inbound and outbound calling
- Email management
- Up-selling techniques
Affiliations
- football, GAA, golf, hiking, reading, movies
Languages
French
Intermediate
Irish
Intermediate
Timeline
Customer support agent
Tel-Sales Call Center
01.2022 - Current
Business development representative (SaaS)
Xovaro
08.2018 - 01.2022
EFL teacher
Greenfield's school
08.2015 - 06.2018
Bachelor's (level 8) - Business and Law
National University of Ireland, Galway
09.2011 - 05.2015
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