Shaun Rosevear

• Managed a portfolio of large industrial time of use (TOU) customer accounts, including contract renewal, creating & issuing price change letters to improve revenue outcomes, upgrading/downgrading electricity connections, responding to inquiries and resolving customer service issues
• Responded to energy broker RFPs via the broker channel, ensuring the business participated in strategic tenders.
• Worked closely with Regional Account Managers, providing energy supply proposals in a timely manner & assisted with technical queries.
• Documented customer complaints in CRM and completed corrective action requests, working closely with Resolutions team to provide technical advice.
• Learned and frequently used multiple sales systems (Salesforce Industry) to investigate, track, and correct customers' issues.
• Helped cultivate and maintain business relationships by professionally handling broker and customer needs.
• Developed and maintained relationships with key accounts and existing customers.
• Utilized problem-solving skills to overcome technical challenges.
• Responded to specific customer requests, including RFP responses and industry-specific solutions.
• Assisted customers in troubleshooting issues and provided timely technical support.
• Wrote detailed technical training documentation for time of use (TOU) sales process, delivered training to key stakeholders.

• Completed outbound retention & sales activities ensuring individual and company targets are achieved within agreed timeframes and budgets.
• Ensure all retention & sales activities are conducted with integrity and adhere to the highest corporate, ethical, industry and legal compliance standards.
• Liaise with internal stakeholder groups regarding account pricing adjustments, compliance and service issues.
• Proactively identify any issues, opportunities, or areas for improvement within the retention team, with campaigns, pricing or sales and marketing area.
• Develop and maintain strong internal relationships and communication channels between internal stakeholder groups.
• Work within the team and internal stakeholders on retention and outbound sales activities and processes as necessary.
• Help identify opportunities for process improvement, campaign and sales performance and proactively engage with necessary stakeholders and team members to progress these.
• Capturing general market and/or competitor pricing or offer information on an ongoing basis, or as required, to assist with benchmarking market position / new competitive offers, opportunities or threats.
• Capturing competitor rates when undertaking retention or outbound sales activity
• Monitoring competitor websites for new pricing or offers.
• Assessing bills as provided by customers during sales calls; and;
• Monitoring competitor advertising.

• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Worked with team to identify areas of improvement and devised solutions based on call reviews
• Built strong relationships with customers through positive attitude and attentive response.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Held weekly team meetings to inform team members on company news and updates.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Assisted with the recruitment process, conducting interviews and recommending candidates.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Responded to customer calls and emails to answer questions about products and services.
• Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Attended telephone skills and program information training sessions to boost aptitude.
• Processed credit card payments.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.

• Rotated produce on sales floor to guarantee optimal freshness and variety.
• Followed established guidelines to dispose of damaged, spoiled and expired products.
• Labeled, stocked and inventoried department merchandise.
• Assisted customers with produce questions.
• Maintained produce area and kept produce storage area clean and sanitary.
• Trimmed, washed and bundled produce.
• Ensured Produce Assistants remained on task.

• Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
• Regularly reviewed promotional materials to verify accuracy of product information.
• Developed and maintained thorough understanding of products and services offered for expertise in selling to customers.
• Built productive relationships with customers to establish trust, rapport and increase satisfaction.
• Communication with customers professionally and proactively to provide product information and advice.
• Listened to customer needs and desires to identify and recommend optimal products.

• Maintained cleanliness of equipment, counter area, floor, restrooms and exterior pump area to meet safety and sanitation regulations.
• Watched customers at pumps to help prevent drive-offs, unsafe misuse of gasoline containers and pumping of multiple cars within same transaction.
• Supported fuel station safety as top priority in work for benefit of team members, customers and business.
• Processed fuel and merchandise transactions by operating POS system with accuracy.
• Pumped gas for guests and took payments.
• Filled LPG Bottles
• Offered assistance to customers unfamiliar with fueling vehicles, demonstrating appropriate measures for pumping gas.