- I like working with my hands and fixing things
- I enjoy helping others and giving back to the community
- Volunteering for community initiatives to give back to local communities and make a positive impact
- Getting involved in local advocacy groups to promote positive change in the community
- Avid Reader
- I enjoy cooking for friends and family gatherings
- I participate in various sports activities for physical activity, camaraderie, and personal growth
- Animal Welfare Advocacy
- Animal Care
Alliah Johnstone-Bourne
Summary
Energetic and empathetic problem-solver with keen ability to understand and address customer needs. Possesses strong communication skills and deep understanding of customer service principles, combined with proficiency in CRM software. Dedicated to fostering positive customer experiences and driving satisfaction through effective support and coordination.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Experience Coordinator
Heka Hoods
04.2024 - Current
- Monitored Customer Experience Coordinator team performance, providing constructive feedback and coaching when needed.
- Resolved escalated customer issues, ensuring timely resolution and maintaining high levels of satisfaction.
- Introduced personalized follow-up procedures after resolving complaints, increasing positive feedback from customers about their experiences.
- Trained new team members on company guidelines and best practices for exceptional customer service delivery.
- Identified areas of improvement in customer service processes, implementing effective solutions to optimize performance.
- Assisted in the development of comprehensive training materials for new hires, promoting a consistent approach to handling customer queries.
- Established a comprehensive knowledge base system as a reference tool for both staff members and customers seeking assistance or information.
- Analyzed customer feedback data to identify trends, improving products and services based on insights gained.
- Collaborated with cross-functional teams to develop strategies that improved overall customer experience.
- Managed high-priority accounts by delivering tailored support services that directly addressed specific needs while reinforcing client loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Looked up orders, provided estimated arrival details and assisted with delivery logistics.
- Developed strong relationships with key clients, fostering loyalty and enhancing brand reputation.
- Coordinated with different departments for seamless collaboration on shared initiatives focused on enhancing the client experience journey.
- Conducted regular quality audits on interactions between staff and customers, ensuring adherence to company standards and policies.
- Handled all escalated complaints and implemented timely, knowledgeable and effective solutions balancing customer and business needs.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
Customer Service Adviser
bet365
12.2023 - 03.2024
- Once I was excelling within my role as a Telebet Adviser, I was able to continue my professional development by applying for a position within the Customer Service department, as a Customer Service Adviser
- This role has a vast number more responsibilities and challenges, which includes exceptional customer service skills, the ability to work independently to thoroughly investigate a customer's query, excellent communication skills, and computer skills, strong problem solving, and time management skills
- Throughout my tenure at bet365, my role entailed investigating customer queries and complaints via methods of emails, web messages, Live Chat and Telephone
- This being a non-live form of contact, I was expected to depict strong time management skills whilst investigating and responding to the customer, in order to increase department productivity
- I was also expected to complete in bound Live contacts from customer via Telephone and Live Chat, whilst completing the emails and web messages
- I was able to develop my time management skills whilst taking upwards of three contacts at one time
- There were strict security and company policy requirements I needed to meet within all my contacts, in which I was sure to educate myself on.
- Ask concise questions and thoroughly investigate a query in order to maintain a one contact process regarding a customer's account
- I was required to record all customer contact, in which needed to include any relevant information that could help for if the customer were to contact again
- I was required to develop my computer skills, being able to effectively use programs such as Microsoft Word and Microsoft Excel, I was also expected to investigate information using internal and external sources
- I was also subject to regular computer troubles, ensuring I was able to develop my technical problem solving skills set
- Due to the nature of business of bet365 being gambling, I was exposed to many Responsible Gambling triggers
- I was expected to be able to identify when there was a possibility of a gambling problem whilst interacting with a customer, I was then to raise my concerns to a member of leadership whom has undergone the relevant training and follow their direction
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Managed high call volume while maintaining a courteous and professional demeanour.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided backup support for organizational leadership.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Telebet Adviser
bet365
01.2023 - 12.2023
- My role as a Telebet Adviser, at bet365, entailed accepting incoming calls from customers in a high paced environment, placing bets on behalf of customers, complying with company procedures regarding account security and office security, demonstrate excellent communication skills and be able to work well whilst under pressure
- For highly covered sports, such as the Indian Premier League, I was expected to complete bet placements for upwards of 300+ people throughout a shift
- I was expected to meet the company KPIs and regularly attend meetings to discuss my performance
- During these meetings, I was to create an Action Plan for this development, in which I would then need to complete a Personal Development Plan, which I would use to show how I had improved, and aid in identifying areas of further improvement
- Provided expert guidance to clients, enhancing decision-making with comprehensive analysis and recommendations.
- Developed strategies to optimize client outcomes and foster long-term relationships.
- Enhanced client satisfaction by promptly addressing inquiries and providing tailored solutions.
- Identified client needs to deliver customized advice and support, fostering trust.
- Streamlined advisory processes to increase efficiency and deliver timely insights to clients.
- Analyzed market trends to provide clients with relevant, up-to-date information for decision-making.
Duty Manager
Humpty Doo and Rural Area Golf Club
10.2021 - 12.2022
- The HDRAGC catered to morning tea functions, and as such had a coffee machine
- Within my role, I was expected to understand all responsibilities associated with the machine. Including cleaning, closing and opening procedures and general operation
- During October2022, I was asked to organise and complete a Halloween children's event at the Humpty Doo Golf Club
- With this task I had to practically independently brainstorm, develop, set up and carry out a successful event which attracted over110 children and their families
- When my manager was absent, I undertook the responsibility to host weekly trivia nights, speaking in crowds of up to 100+ people.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
- Developed strong relationships with key clients, vendors, and business partners to foster a collaborative working environment.
- Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
- Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
- Facilitated open communication among team members by conducting regular meetings and encouraging constructive feedback sharing within the group.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Coordinated staff training sessions on new systems or procedures, fostering continuous learning among team members.
- Implemented new procedures to optimize workflow efficiency within the front desk team.
- Coordinated with suppliers and vendors to determine availability of required materials.
- Served as the primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Barista
Mrs Field's Gateway
07.2021 - 09.2021
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanour and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Cleaned counters, machines, utensils, and seating areas daily.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Maintained regular and consistent attendance and punctuality.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
Delivery Driver
Dominos Coolalinga
01.2021 - 08.2021
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Managed customer inquiries and complaints in polite and professional manner.
Crew Member
McDonald's
11.2017 - 09.2020
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Kept food preparation area, equipment, and utensils clean and sanitary.
Education
Bachelor of Animal Ecology - Ecology
University of Sunshine Coast
Sunshine Coast, QLD10-2029
Skills
- Patience and composure
- Training and coaching
- Opening and closing procedures
- CRM software proficiency
- Solutions management
- Client advocacy
- Policy improvement
- Teamwork and collaboration
- Customer service and Problem-solving skills
- Attention to detail
- Multitasking Abilities
- Excellent communication
Certification
- Responsible Service of Alcohol (RSA)
- NT KENO Training
- Gambling Red Flag Training
- Machine Managers License
- Current Police Check
Interests
Timeline
Customer Experience Coordinator
Heka Hoods
04.2024 - Current
Customer Service Adviser
bet365
12.2023 - 03.2024
Telebet Adviser
bet365
01.2023 - 12.2023
Duty Manager
Humpty Doo and Rural Area Golf Club
10.2021 - 12.2022
Barista
Mrs Field's Gateway
07.2021 - 09.2021
Delivery Driver
Dominos Coolalinga
01.2021 - 08.2021
Crew Member
McDonald's
11.2017 - 09.2020
Bachelor of Animal Ecology - Ecology
University of Sunshine Coast
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