Ana Luisa Machado Tandale
Customer Service Specialist
North Lakes,QLD
Summary
The objective is to achieve growth and constantly add value to myself and the organization. To be the best, one has to work and learn from the best.
Having a dynamic personality with an attitude for creating opportunities in challenging situations along with a strong focus on yield management, managing guest expectations, service recovery and building personalized connections.
By working with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
20
20
years of professional experience
Work History
Customer Service Specialist
Commonwealth Bank
Brisbane, QLD
11.2020 - Current
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered average of 50 calls, per day, addressing customer inquiries, solving problems and providing product information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Food & Beverage Coordinator
Sofitel Sydney Wentworth
Sydney, NSW
05.2018 - 11.2020
- Offered appropriate reservation options based on expected attendees when coordinating events
- Suggested various packages and amenities to guests, helping each find perfect event to fit personal needs
- Provided follow through on all calls with confirmations and dissemination of requested information
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of restaurant products, services and facilities
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Managed online booking inquiries and assisted guests with questions throughout entire booking cycle
- Accommodated guests' requests for party events and restaurant bookings
- Established internal databases and record management systems to ensure accuracy and integrity of all documentation and data
- Updated team members about changes in restaurant products, services, pricing and policies
- Collaborated with various team members to ensure guest requests were addressed appropriately and timely
Reservations Coordinator
The Emporium Parramatta
Parramatta, NSW
10.2016 - 04.2018
- Responsible for handling reservations, inquiries and cancellations in attentive, courteous and efficient manner, and quoting available rates to maximise revenue according to restaurant standards
- Also responsible to answer questions and provide information about restaurant resources
- Offered appropriate reservation options based on expected attendees when coordinating events
- Prepared customer invoices, accepted payments and processed refund and cancellation requests
- Suggested various dining packages and amenities to guests, helping each find perfect event to fit personal needs
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of restaurant products, services and facilities
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings
- Managed online booking inquiries and assisted guests with questions throughout entire booking cycle
Team Leader
Holiday Inn Darling Harbour
Sydney, NSW
02.2013 - 07.2016
- Working as part of a team that includes mangers, hosts and bar tenders
- Responsible for welcoming guests to the restaurant and promoting food and beverage menu whilst serving food and drinks to guests
- Taking orders from guests and offering advice on menu selections
- Daily use of MICROS Point of Sale System
- Developed effective improvement plans in alignment with goals and specifications
Waitress & Cashier
Sofitel Sydney Wentworth
Sydney, NSW
06.2009 - 01.2015
- Taking orders from guests and offering advice on menu selections
- Ensuring Cashier Report Sheets are accurate and any discrepancies are noted and signed by management.
- Daily use of MICROS Point of Sale System Daily use of Opera Reservation System
- Folded napkins and prepared silverware sets to provide adequate supply for host station
- Supported needs of 20 wait staff who attended to specific needs of countless customer
Guest Relations Assistant Manager
Caesar Park Hotel
Sao Paulo, Brazil
08.2008 - 04.2009
- Providing assistance to Management, by keeping day to day paperwork up to date, making sure that all emails and phone calls are screened through and directed to proper department or person
- Handling guest problems and interacting with all operational departments of the hotel
- Making sure requests made by guests are resolved in a smooth and fast manner
- Answering phone calls made by Guests, and employees
- Remained available 8 hours daily to respond to guest needs, complaints or inquiries.
Room Service Manager
Disney Cruise Line
Cape Canaveral, Florida
07.2005 - 12.2007
- Handling guest problems and requests while handling high volume of calls in a short period of time.
- Controlling food and beverage cost.
- Using MICROS and ensuring that orders made by guests are delivered in a smooth and fast manner
- Assessed meal preparation to check creation of special orders and cooking procedures.
- Supported needs of 35 person wait staff who attended to specific needs of countless customer
Team Leader
Disney Cruise Line
Cape Canaveral, Florida
08.2003 - 06.2005
- Provided quick and friendly service in high-volume buffet restaurant and fast food outlets serving 1500 people daily, and also providing immediate service Recovery when needed
- Monitoring junior staff, Maintaining food and beverage standards
- Involved in cocktail menu planning
- Gathered, organized and input information into digital database
Education
Diploma of Business Management - Business Administration And Management
Australian Pacific College
Sydney, NSWDiploma -
Swiss Hotel Management School
Caux, Switgzerland12.2000
Certificate - Events Management
SENAC
Sao Paulo07.2003
Skills
- Complaint Resolution
- Effective Written and Verbal Communication
- Training and Development
- Good Communication Skills
- Computer knowledge
- Administrative tasks
- Staff supervision
- Telephone etiquette
- Service-oriented
- Hospitality background
Accomplishments
- Three times nominated and winner of employee of the month at Disney Cruise Lines
- Awarded the "Train the trainer" certificate by Disney Cruise Line
Timeline
Customer Service Specialist
Commonwealth Bank
11.2020 - Current
Food & Beverage Coordinator
Sofitel Sydney Wentworth
05.2018 - 11.2020
Reservations Coordinator
The Emporium Parramatta
10.2016 - 04.2018
Team Leader
Holiday Inn Darling Harbour
02.2013 - 07.2016
Waitress & Cashier
Sofitel Sydney Wentworth
06.2009 - 01.2015
Guest Relations Assistant Manager
Caesar Park Hotel
08.2008 - 04.2009
Room Service Manager
Disney Cruise Line
07.2005 - 12.2007
Team Leader
Disney Cruise Line
08.2003 - 06.2005
Diploma of Business Management - Business Administration And Management
Australian Pacific College
Diploma -
Swiss Hotel Management School
Certificate - Events Management
SENAC
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