Adrian Kmita
Liverpool,NSW
Summary
Experienced Customer Service Duty Manager with 22 years of customer service knowledge, particularly dealing with membership and corporate clients. Well trained in stadium event day operations and emergency management. Extensive knowledge of Stadium Membership products, services and procedures. 13 years experience as an Osteopath examining and treating clients with musculoskeletal conditions for pain management. Extensive rehabilitation knowledge, including exercise prescription and ergonomics. 11 years experience writing, editing and publishing for online publications, with a focus on the entertainment industry including movies and theatre.
Overview
22
22
years of professional experience
Work History
Customer Service Duty Manager
VenuesLive - Accor Stadium
08.2001 - Current
- Managed customer service during event day operations including member's areas, corporate spaces, seating, turnstiles and egress.
- Created welcoming event day experience for customers, providing information and prioritizing customer satisfaction.
- Actively listened to customers, promptly handled concerns, complaints and event day issues following problems through to resolution, and escalated major issues to management.
- Supervised customer service employees and evaluated performance, conveying constructive feedback to improve skills.
- Trained and mentored new staff on customer service techniques, venue knowledge and emergency management.
- Consistently collaborated with upper management to improve customer service, emergency management and event day processes.
- Regular event day control room operator proficient in radio protocol and etiquette
- Assisted interviewing customer service staff for employment.
Member Services Representative
VenuesLive - Accor Stadium
01.2018 - Current
- Delivered exceptional and professional customer service to every client, leveraging extensive knowledge of Membership products and services and creating welcoming, positive experiences.
- Telephone and email correspondence with existing members and prospective clients, promptly addressing inquiries and concerns, and investigating complaints demonstrating empathy and excellent customer care.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Membership renewals, orders and sales, including collecting payments and adding client information to members database.
- Maintaining knowledge of Membership products and service changes.
- Experience using Ungerboeck Membership software.
Entertainment Journalist, Film and Theatre Critic
Weekend Notes
01.2012 - Current
- Wrote, edited, produced and published content including reviews, articles and video for internet and digital channels.
- Researched, edited and proofread articles to develop accurate and credible reviews and content.
- Covered special events including movie and theatre premieres and media calls, interviewing performers and industry experts.
- Collaborated with industry contacts for advanced viewings of films and theatrical productions at various premieres.
- Maintained knowledge of current entertainment industry news.
- Sourced appropriate assets including photos to accompany content.
- Utilized social media to engage readers and promote content.
Osteopath
Osteopathy Narellan
01.2010 - 07.2023
- Clinical examination, physical therapy and pain management for musculoskeletal conditions including exercise prescription.
- Critical thinking to diagnose problems and evaluate likely solutions to make the best treatment decisions.
- Excellent listening and communication skills, strengthened through regular interactions with clients and patients.
- Demonstrated respect, friendliness and willingness to help clients wherever needed.
Education
Masters Of Osteopathy - Osteopathic Medicine
Western Sydney University
Sydney, NSW09.2008
Bachelor Of Applied Science (Osteopathy) - Osteopathic Medicine
Western Sydney University
Sydney, NSW05.2006
Skills
- Exceptional customer service and communication
- Critical and analytical thinking
- Problem solving and resolution
- Stadium event day operational procedures and emergency management
- Administrative support and telephone etiquette
- Control room and radio protocol
- Member retention, product sales and recommendations
- Stadium and precinct knowledge
- Experience using Ungerboeck Membership database software
- Clinical diagnosis for musculoskeletal conditions
- Physical therapy, exercise prescription and pain management
- Writing, editing and publishing including story development
Accomplishments
Customer Service Employee of the Year 2011 - Accor Stadium (formally ANZ Stadium)
Affiliations
Osteopathy Australia
Hobbies
- Novel writing
- Screenwriting
- Salsa / Latin Dancing
- Photography
- Film Production
Timeline
Member Services Representative
VenuesLive - Accor Stadium
01.2018 - Current
Entertainment Journalist, Film and Theatre Critic
Weekend Notes
01.2012 - Current
Osteopath
Osteopathy Narellan
01.2010 - 07.2023
Customer Service Duty Manager
VenuesLive - Accor Stadium
08.2001 - Current
Masters Of Osteopathy - Osteopathic Medicine
Western Sydney University
Bachelor Of Applied Science (Osteopathy) - Osteopathic Medicine
Western Sydney University
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