Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Alana Nicholson

Griffin

Summary

Dynamic and adaptable professional with a proven track record at Services Australia, excelling in customer service and problem-solving. Recognized for enhancing team collaboration and communication, while maintaining meticulous attention to detail. Committed to continuous improvement and delivering exceptional results in fast-paced environments. Proficient in technical support and inventory management.

Overview

21
21
years of professional experience

Work History

Public Servant

Services Australia
12.2023 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Paid attention to detail while completing tasks.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Strengthened communication skills through regular interactions with others.

Operations Team Member

Bunnings Warehouse
09.2021 - 12.2023
  • Managed inventory levels to ensure product availability and minimize stock discrepancies.
  • Trained new team members on standard operating procedures for optimal performance.
  • Collaborated with team members to streamline order fulfillment processes, enhancing workflow efficiency.
  • Resolved customer issues promptly, maintaining a high level of satisfaction and loyalty.
  • Developed strong relationships with vendors and suppliers, negotiating favourable terms for goods and services procurement.
  • Managed inventory levels for optimal performance, reducing waste and improving stock turnover.
  • Handling all types of sales (cash, card or pay later services)
  • Collecting trolleys in all weather conditions.
  • Helping customers with their questions or directing them to right area of the store.
  • Giving customer’s assistance if they need something heavy lifted into their cars.
  • Answering the overflow phone while multitasking on registers.

Business Owner/Entrepreneur

FoxesHill
01.2011 - 12.2023
  • Setting up POS
  • Handling all types of sales (cash or card)
  • packaging up all sales and organizing shipment
  • Ordering in new tools, fabrics and other essentials we may need for the month.
  • Setting out tasks for myself for the day/week
  • Checking Stock levels
  • Organizing stock to take to Markets.
  • Creating & Making products to increase stock levels.
  • Attend markets, serve customers in an outdoor retail experience answering any emails from customers & potential wholesalers.
  • Dealing with tricky situations to turn an unhappy customer into a happy customer giving them the best customer service they deserve.
  • Organizing receipts and other money related documents to go to my accountant.
  • Moving heavy stock
  • Managing Social Media

Mobile Technical Support Representative

Optus
11.2008 - 11.2010
  • Provided technical assistance to customers via phone, email, and chat channels.
  • Diagnosed hardware and software issues to deliver effective solutions promptly.
  • Documented customer interactions and resolutions in ticketing system for future reference.
  • Collaborated with cross-functional teams to escalate unresolved technical problems.
  • On-call support for critical issues.
  • Managed call flow and responded to technical support needs of customers.
  • Set up PC/Apple desktops, laptops and all types of mobile devices.
  • Researched, troubleshot and resolved complex problems independently.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.

Temporary Receptionist

Multiple Businesses
10.2006 - 11.2008
  • Managed front desk operations, ensuring smooth daily workflow and guest satisfaction.
  • Coordinated appointment scheduling and maintained accurate records for multiple departments.
  • Responded to inquiries promptly, providing exceptional customer service and support.
  • Maintained office supplies inventory, optimizing procurement processes and reducing costs.
  • Trained new staff on reception protocols and customer service best practices.
  • Oversaw visitor check-in procedures, enhancing security measures and guest experience.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Maintained visitor log for entering and leaving facility for security purposes.
  • Maintained clean and welcoming reception area, contributing to positive first impression for visitors.
  • Booking flights & accommodation for Staff members
  • Organising team meetings with management.
  • Collecting the mail and sorting it out.

Hairdressing Apprentice

Multiple Salons
11.2005 - 09.2008
  • Assisted senior stylists in executing diverse haircuts and colour treatments.
  • Maintained cleanliness and organization of tools and workstation to enhance efficiency.
  • Learned and applied techniques for various styling methods, ensuring client satisfaction.
  • Collaborated with team members to streamline appointment scheduling and customer service processes.
  • Assisted hair stylists with colour work by applying base colours and toners.
  • Helped cut and prepare highlighting foils.
  • Maintained the front desk workstation by keeping it clean and free of personal items.
  • Managed all front desk tasks, including the maintenance of client records.

Customer Service Representative

Pizza Hut - Yum International
10.2004 - 11.2007
  • Provided exceptional customer service, resolving inquiries and complaints efficiently.
  • Assisted with training new team members on customer interaction protocols.
  • Monitored order accuracy and ensured timely delivery of food products.
  • Take orders over the phone
  • Take complaint calls and turn unhappy customers into happy customers providing them with the best customer service skills.
  • Keep call que down to a minimum.
  • Call through to other stores to help customers or to raise a complaint due to an incorrect order
  • Directed customers to a supervisor if necessary

Education

Certificate III - Hairdressing

TAFE St Leonards NSW
11-2006

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Attention to detail
  • Flexible and adaptable
  • Dependable and responsible
  • Excellent communication
  • Computer skills
  • Organizational skills
  • Verbal communication
  • Decision-making

Languages

Danish
Elementary

Timeline

Public Servant

Services Australia
12.2023 - Current

Operations Team Member

Bunnings Warehouse
09.2021 - 12.2023

Business Owner/Entrepreneur

FoxesHill
01.2011 - 12.2023

Mobile Technical Support Representative

Optus
11.2008 - 11.2010

Temporary Receptionist

Multiple Businesses
10.2006 - 11.2008

Hairdressing Apprentice

Multiple Salons
11.2005 - 09.2008

Customer Service Representative

Pizza Hut - Yum International
10.2004 - 11.2007

Certificate III - Hairdressing

TAFE St Leonards NSW
Alana Nicholson