ALEXANDRA THOMAS
Rock Valley,NSW
Summary
Dedicated and results-oriented Account Manager with a proven ability to cultivate strong customer relationships and deliver tailored solutions that drive satisfaction. Exceptional communication and problem-solving skills complement a robust background in fast-paced retail environments, consistently exceeding performance metrics. Resourceful and adept at both independent and collaborative work, leveraging a strong work ethic to adapt quickly and meet evolving business needs. Passionate about enhancing business performance through strategic partnerships, account retention, and innovative growth strategies.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Account Manager
Undercover Roasters
08.2023 - 10.2025
- Resolved complex customer issues in a timely manner while maintaining positive relationships with clients.
- Managed a portfolio of accounts by providing timely support and guidance.
- Cultivated strong client relationships through proactive communication and problem-solving.
- Maintained knowledge of company products and made recommendations based on client needs and prices.
- Implemented account management processes to ensure delivery of quality service standards.
- Maintained accurate records of all client interactions in CRM system.
- Collaborated with cross-functional teams such as marketing, sales, operations and finance to meet customer needs.
- Identified up-sell, cross-sell, and renewal opportunities to improve customer satisfaction and increase profits.
- Updated client information, contract changes and product prices in company databases.
- Provided training on products and services to clients in order to increase usage.
- Negotiated contracts with clients to maximize revenue potential.
- Built and established strong relationships with customers, enabling long-term partnerships.
- Responded promptly to customer queries to increase overall satisfaction.
- Followed up with customers after sales and events to gain feedback.
- Negotiated prices, terms of sales and service agreements.
- Presented professional image consistent with company's brand values.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
Barista/ All Rounder
Pony White
06.2023 - 08.2023
- Operated cash registers and handled cash and card transactions.
- Assisted with opening and closing tasks such as cleaning cafe areas or setting up displays.
- Showed aptitude in multitasking multiple orders at once while maintaining accuracy in product quality.
- Welcomed customers and answered questions regarding menu items and preparation methods.
- Demonstrated ability to work collaboratively with customers and colleagues to create a positive customer experience.
- Maintained clean and healthy environment by following proper safety and sanitation regulations.
- Memorized or referenced readily accessible information to relay to customers.
- Observed proper food handling procedures and upheld company policies and procedures.
- Developed extensive knowledge of coffee-making techniques, including espresso extraction, milk steaming, and latte art.
Lead Barista
Melba Coffee and Tea Co.
06.2018 - 06.2023
- Utilized customer service skills to efficiently handle customer inquiries and complaints.
- Developed and implemented training programs for new baristas, ensuring compliance with all safety regulations.
- Performed general cleaning duties including mopping floors, wiping down counters and sanitizing surfaces throughout the cafe.
- Conducted daily inspections of equipment such as espresso machines, blenders and grinders to ensure they are working properly.
- Stayed current on industry trends in order to provide best quality products for customers.
- Trained other baristas on proper use of coffee machines and tools as well as latte art techniques.
- Maintained a positive atmosphere in the cafe by creating an inviting environment for customers.
- Demonstrated strong leadership skills by managing staff schedules and delegating tasks effectively.
- Prepared beverages according to company standards utilizing proper brewing techniques and recipes.
- Managed opening, closing procedures including setting up, breaking down workstations.
Retail Customer Sales Associate
Brisbane International Airport (AWPL)
01.2017 - 03.2019
- Ensured accuracy of promotional signage throughout store; updated display racks as needed.
- Recognized sales opportunities when interacting with customers and took initiative to suggest additional products or services.
- Operated cash register efficiently to process sales transactions accurately and quickly.
- Assessed customer needs, provided appropriate product information, and recommended products to meet those needs.
- Provided guidance to junior retail associates on proper operational procedures.
- Demonstrated strong communication skills while providing exceptional customer service both in-person and over the phone.
- Monitored daily sales reports; identified discrepancies between actual sales versus expected results.
- Processed shipment deliveries and maintained stockroom organization.
Cashier Assistant
Woolworths
01.2016 - 03.2017
- Assisted with opening and closing procedures.
- Maintained accuracy of all transactions by properly handling cash, checks, and credit cards.
- Developed strong customer service skills by assisting customers with their purchases.
- Demonstrated proficiency in operating cash registers, scanners and credit card machines to process customer purchases.
- Followed proper cash handling procedures at all times when accepting payment from customers.
Pharmacy Assistant
Woolworths
01.2015 - 12.2015
- Performed cashier duties such as accepting payments, issuing receipts, and balancing daily transactions.
- Collaborated closely with pharmacists in order to provide accurate drug information to customers.
- Monitored expiration dates on all medications to ensure quality control standards are met.
- Provided excellent customer service by answering questions regarding prescriptions, over-the-counter medications, and health products.
- Performed inventory management tasks including stocking shelves, receiving shipments, restocking shelves, and ordering supplies when needed.
- Verified accuracy of medication labels prior to dispensing drugs to customers or patients.
- Accurately entered patient information into the pharmacy database.
Education
Bachelor of Arts - Sociology, Literature
Griffith University
12.2022
Skills
- Account Management
- Product and Service Sales
- Time Management
- Issue Resolution
- Client Rapport-Building
- Excellent Communication Skills
- Customer Relationship Management
- Acquisition and Retention Strategies
- Customer Satisfaction
- Product Training
- Networking Skills
- Verbal and Written Communication
- Account development
- Customer training
- Preparing contracts
- Payment collecting
- Complaint management
- Statement billings
- Employee mentoring
- Internet savvy
Accomplishments
- Training - Designed and executed ongoing training program/sessions for valued wholesale customers, increasing customer productivity and product knowledge in all areas of coffee making, preparation, service and skills
- Resolved product issue through consumer testing i.e coffee machines and cafe equipment servicing and assistance that ensured a streamlined and efficient function of customers coffee and drinks related business functions
- Product Marketing - Offered comparable product substitutions and alternative locations to clients when desired merchandise was out-of-stock by utilising external suppliers and businesses
- Achieved effective completion of warehouse packing and delivery duties through support with facilitating simplified and efficient wholesale distribution structure and procedures whilst training and guiding staff members
- Documented and resolved customers technical issues through close cooperation with field technician which led to resolutions and overall customer satisfaction
- Provided value to employer and business through reliable and trustworthy fulfillment of senior staff duties by onboarding, training and guiding new staff
Certification
Testamur
Languages
English
Native or Bilingual
Timeline
Account Manager
Undercover Roasters
08.2023 - 10.2025
Barista/ All Rounder
Pony White
06.2023 - 08.2023
Lead Barista
Melba Coffee and Tea Co.
06.2018 - 06.2023
Retail Customer Sales Associate
Brisbane International Airport (AWPL)
01.2017 - 03.2019
Cashier Assistant
Woolworths
01.2016 - 03.2017
Pharmacy Assistant
Woolworths
01.2015 - 12.2015
Bachelor of Arts - Sociology, Literature
Griffith University