ANASTASIA LORD
Austral,NSW
Summary
Responsible, reliable, friendly, and enthusiastic individual with a strong work ethic and the ability to quickly learn new tasks. Proficient in building and nurturing key customer relationships. Consistently represents establishments with a friendly and professional demeanor. Provides superb customer service and has a unique ability to relate to diverse clients.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Pack & Send THQ
11.2021 - Current
- Maintained excellent attendance record, consistently arriving to work on time.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Handled a high volume of calls per day to address customer inquiries and concerns.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Used in house platform system tracking to monitor information about customers, shipments and their bookings.
- Dealt with customers tracking enquiries, missed pick-ups, damaged goods, handling complaints, dealt with carriers rebooking and also escalating to the appropriate business managers.
- Correspondence and building business relationships with our franchise partners corporate & household customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Respond to customers & resolve escalations & complaints.
- Responding to and actioning all customer requests including pickup rebooking, late deliveries and service lapses.
- Conversed with freight carrier partners to resolve customer enquiries, booking & delivery queries.
- Prioritizing incoming emails and phone communications, multitasking to efficiently deliver desired results within the required time frames.
Customer Service Representative (9 Month Contract)
Grosvenor Engineering
02.2021 - 10.2021
- Handled incoming work requests across multiple contact methods efficiently.
- Facilitated communication between departments and stakeholders for updates on work order modifications.
- Generated task orders aligning with job urgency and classification.
- Ensured timely receipt and compliance of necessary records.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in training programs to enhance product knowledge and customer service skills.
- Improved resolution time with effective problem-solving for customer complaints.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Business Administrative Assistant
Applied Training Solutions
08.2018 - 01.2021
- Scheduled appointments for management teams and maintained updated calendar using Outlook system.
- Sorted incoming mail and disseminated all correspondence to applicable departments.
- Developed and implemented efficient filing systems and customer database protocols.
- Verified operation of office equipment by completing preventive maintenance requirements and calling for repairs.
- Conducted research using various media sources to obtain relevant data for staff requirements.
- Set travel arrangements and gathered documents for management and executive staff meetings and trips.
- Strengthened operational efficiencies and traceability by developing organizational filing systems for records, agendas and reports.
- Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
- Handled all incoming calls and directed callers to appropriate department or employee.
- Verified and logged deadlines in response to daily inquiries and requests.
- Drove customer feedback to deliver information to management for corrective action.
- Sorted and distributed business correspondence to correct department or staff member, reducing dropped communications and enabling faster responses to key requests.
- Elevated customer satisfaction ratings by resolving issues for speedy resolution.
- Attended meetings and took meticulous notes to disseminate to all participants.
- Supervised set up of conference rooms for corporate meetings and other events.
- Prepared packages for shipment by generating invoices and setting up courier deliveries.
- Requisitioned office supplies, assisted in payroll, performed recordkeeping and tracked time cards for all departmental office employees.
Cashier Manager/Supervisor
Calmsley Hill Farm
05.2019 - Current
- Helped customers find specific products, answering questions and offering advice.
- Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
- Inspected items for damage and reported issues to supervisor to return unsalable merchandise and obtain replacements for customers.
- Troubleshot and resolved issues with cash registers, card scanners and printers.
- Trained new team members in cash register operation, stock procedures and customer service.
- Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
- Monitored sidewalk sales events to protect products, added new merchandise and rang up purchases at outside registers.
- Rectified discrepancies between accounting records and cash drawer by researching daily transactions to pinpoint issues.
- Restocked with silverware, straws, napkins and condiments.
- Set up catering for people regularly by recording requested menu items, scheduling delivery time and relaying to kitchen.
- Prepared food, including hot chips, nuggets and hot dogs.
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
- Drove sales and add-on purchases by promoting specific item options to customers.
- Kept check-out areas clean, organized, and well-stocked to maintain attractive store.
- Welcomed customers, offering assistance to help find necessary store items.
- Scanned items quickly to keep lines moving and reduce overall wait time.
Floor Manager/Head Waitress
Blue Star Cafe
01.2017 - 01.2019
- Transported all dirty glassware and utensils from dining room to dishwashing area for proper cleaning.
- Dealt with customer issues for servers, consistently upholding professionalism and calmness to maintain customer satisfaction.
- Sprayed all racked items with hot water to loosen and remove food residue.
- Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
- Addressed any concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
- Cleaned and inspected food preparation areas for safe and sanitary food-handling practices.
- Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
- Handled end-of-day financial audits and closing paperwork, counting and verifying amount worth in cash and card sales.
- Completed opening and closing checklists, including emptying trash, safeguarding alcohol and polishing silverware.
- Answered phones politely and promptly, accurately recording and confirming reservations.
- Upsold customers and optimized table-turns, outperforming wait staff average sales.
- Designed schedules for front of house employees, adapting schedules based on seasons, days and employee availability.
- Calculated charges, issued table checks and collected payments from customers.
- Implemented new POS system and trained staff members of effective use.
- Handled end-of-day financial audits and closing paperwork, counting and verifying worth in cash and card sales.
- Managed closing duties, including restocking items and reconciling cash drawer.
- Met with chefs to collaborate on menu changes, staffing needs and ways to improve restaurant.
- Increased product sales by effectively designing new menus and training employees on effective salesmanship.
Manager/Head Waitress
Rashays
01.2015 - 12.2016
- Increased sales of key menu items through effective upselling.
- Inspected restrooms for cleanliness and availability of supplies 2 times per shift.
- Educated guests on daily specials and menu offerings such as appetizers, entrees and desserts.
- Operated and maintained cleaning equipment and tools, including dishwasher, hand wash stations, pot-scrubbing station and trash compactor.
- Discussed alternative selections with chef for guests with food allergies or gluten-free requests.
- Communicated effectively with kitchen staff regarding customer allergies, dietary needs and other special requests.
- Recorded orders and partnered with team members to efficiently serve food and beverages.
- Carried 5 plates at one time without dropping or spilling, decreasing overall customer wait time.
- Assisted in preparing for special functions and banquets by setting up and taking down tables and chairs and decorating.
- Trained and mentored new employees to maximize team performance and achieve daily performance objectives.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Completed opening and closing checklists, including emptying trash, safeguarding alcohol and polishing silverware.
- Applied safe food handling and optimal cleaning strategies to protect customers and maintain proper sanitation.
- Cleaned, sanitized and organized food speed racks, bins and dry storage racks to keep food storage areas neat and prevent food-borne illness.
Education
Business Administration Cert III
TAFE NSW South Western Sydney Institute
LiverpoolEarly Childhood Education And Care Cert III
TAFE NSW South Western Sydney Institute
Miller, NSWCommercial Cookery Cert III
TAFE NSW South Western Sydney Institute
Wetherill ParkHigh School Diploma - Mathematics - English - Religion - Science - History - Geography
Mary Mackillop College
WakeleySkills
- Passion for sales delivery and meeting targets and goals
- Effective relationship management skills
- Sound knowledge of business and financial acumen (want to learn more)
- Exceptional customer service
- Ability to communicate clearly with diverse customers
- Problem-solving abilities
- Sales expertise
- Conflict resolution
- High-energy attitude
- Courteous demeanor
- Organizational strengths
- Effective customer upselling
- Customer greeting
- Product recommendations
- Cash management
- Liquor regulations and compliance
- POS Systems
- Team Leadership
- Responsible alcohol service
- Customer service
- Active listening
- Critical thinking
- Data entry
References
Sharina Redman - Pack & Send International Pty Ltd
0403 090 577
sharina.redman@packsend.com.au
Riccardo Cepparulo - Pack & Send International Pty Ltd
02 9822 5622
riccardo.cepparulo@packsend.com.au
Peter Scarf - Calmsley Hill City Farm (Colleague)
0466 603 341
pscarf74@gmail.com
Emily Russell - Applied Training Solutions
0478 797 290
Ramsay Ellabben - Calmsley Hill City Farm (Farmhouse Cafe)
0422 347 362
Samira - Blue Star Cafe Owner
0488 140 367
Julie Pentecost - Mary Mackillop College
(02) 97254322, 0407 256 200
Lisa Evans - Previous Employer (AMF Bowling)
0488 140 367
Qualified Licenses
First Aid & CPR Qualified
Working with children Check Qualified
Driver's License Class A - Current
RSA (Responsible Service of Alcohol) Class A- Current
Prevention of Infection Officer (Statement of Attainment)
4+ years Customer Service Experience
Volunteer Work
St. Vincent de Paul (Vinnie's) - Mount Pritchard
02 9823 1014
I have volunteered on some weekends, and also throughout school holidays
- Serving and engaging with op-shop customers
- Sorting, pricing and the presentation of stock
- Operating a cash register
- Cash handling and EFTPOS processing
- General duties around the op-shop, such as tidying stock
- Light housekeeping and cleaning duties
- Other duties, as directed by the Shift Leader
Timeline
Customer Service Representative
Pack & Send THQ
11.2021 - Current
Customer Service Representative (9 Month Contract)
Grosvenor Engineering
02.2021 - 10.2021
Cashier Manager/Supervisor
Calmsley Hill Farm
05.2019 - Current
Business Administrative Assistant
Applied Training Solutions
08.2018 - 01.2021
Floor Manager/Head Waitress
Blue Star Cafe
01.2017 - 01.2019
Manager/Head Waitress
Rashays
01.2015 - 12.2016
High School Diploma - Mathematics - English - Religion - Science - History - Geography
Mary Mackillop College
Business Administration Cert III
TAFE NSW South Western Sydney Institute
Early Childhood Education And Care Cert III
TAFE NSW South Western Sydney Institute
Commercial Cookery Cert III
TAFE NSW South Western Sydney Institute
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