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