Angela Bell
Summary
Dedicated and reliable professional with two decades of experience in the hospitality industry. Strong skill set in leadership and management. Thrives in fast-paced environments, consistently meeting deadlines while maintaining high quality. Greatest strengths lie in interpersonal skills and ability to build relationships. Approaches interactions with colleagues and clients with empathy, honesty, integrity, and professionalism.
Overview
23
23
years of professional experience
Work History
Customer Service Agent
Swissport Coolangatta Australia
01.2024 - Current
- Excellent customer service skills, including maintaining focus on the customer issue in a fast pace environment and patience
- Demonstrates interpersonal skills with a diverse customer base
- Deals directly with passengers
- Checking in passengers and making sure they are educated about luggage restrictions and dangerous goods asking security questions
- Following security procedures
- I'm involved with domestic and international flights
- Additional duties at boarding gate involving final check of boarding passes and passports
- Duties include supervision of passengers to and from aircraft
- The ability to remain calm under pressure when faced with complaints or customers that are delayed or missed flights and find alternative routes to their destination and problem solving in a helpful and efficient way
Customer Liason Representative
Foundever
01.2023 - 01.2024
- Tailored resolution to assist customers with banking needs.
Actively listen to understand customer needs, demonstrating empathy while establishing credibility and rapport and using good decision making .
Deliver high quality customer interactions while balancing client outcomes and following compliance requirements.
Increased customer satisfaction by addressing and resolving complaints in a timely manner.
Enhanced company reputation by providing exceptional customer service and support.
Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
Communicated with clients and customers to gather, provide and share updated information on products and services.
Customer Service Officer
Swissport
11.2021 - 10.2022
- Excellent customer service skills, including maintaining focus on the on the customer issue in a fast pace environment and patience
- Demonstrates interpersonal skills with a diverse customer base
- Deals directly with passengers
- Checking in passengers, providing boarding passes
- Informing passengers about luggage restrictions and dangerous goods asking security questions
- Following security procedures
- I'm involved with Domestic and International Flights
- Additional duties at the boarding gate involving final check of boarding passes and passports
- Further duties involve supervision of passengers to and from aircraft, general ensuring passengers are boarding in time for flights
- The ability to stay calm under pressure when faced with complaints or customers that are delayed or missed flights and find alternative routes to their destination and problem solving in a helpful and efficient way
Catering Service Attendant
Queensland Rail
12.2015 - 03.2020
- Provide hospitality and the highest professional customer service to clients in both areas of Economy and/or Business Class
- Provided personal service to ensure the safety and comfort of clients for the long-distance trip
- Greet and meet clients before boarding and farewell clients when departing the train at their designated destination
- Serving meals and drinks, during journey attending to all their needs throughout the journey, as well complying with some special requests
- Handling emergencies
- Exercise care, honesty, and diligence in the work I perform
- Devote all my time, attention, and skill to the performance of my duties during business work hours and at other times as reasonably necessary
- Follow protocols and directions given by Queensland Rail and comply with Code of Conduct
- Promote the interests of Queensland Rail
Duty Manager
Porirua Hospo
12.2010 - 02.2015
- Managing of Bar Staff and Security
- Completing all administrative paperwork and cash handling
- Ensuring all host responsibilities have been adhered to
- Professional customer service duty
Senior Manager
McDonald's Restaurant
06.2001 - 02.2015
- Supervising service operations and staff management
- Responsible to oversee the Human Resources component for the restaurant
- Organize and plan the training of new and existing staff
- Plan and organize daily food service following the Health & Safety standards
- Completion of all administrative paperwork daily
- Oversee the operations and business components of the restaurant
Education
Cert IV in Training and Assessment -
Pro System Training
08.2015
Certificate IV in Hospitality -
Access Training
07.2015
National Certificate in Hospitality Operations Supervision Level 4 -
Hospitality Standards Institute New Zealand
11.2014
National Diploma Operations Management Level 5 -
New Zealand Qualifications Authority
04.2013
Restaurant Leadership Practices Course -
McDonalds Australia Limited
11.2010
Certificate in Travel and Tourism -
Quantum Institute of Travel and Tourism
09.2009
Skills
- Great communication and interpersonal skills
- Organizational skills
- Planning abilities
- Time management skills
- Success-driven
- Initiative
- Advanced management skills
- Problem identification
- Problem rectification
- Team leading
- Complaint Handling
- Empathetic and genuine
- Customer Complaint Resolution
- Complaint Handling
- Empathetic and genuine
- Customer Complaint Resolution
References
Available on request
Timeline
Customer Service Agent
Swissport Coolangatta Australia
01.2024 - Current
Customer Liason Representative
Foundever
01.2023 - 01.2024
Customer Service Officer
Swissport
11.2021 - 10.2022
Catering Service Attendant
Queensland Rail
12.2015 - 03.2020
Duty Manager
Porirua Hospo
12.2010 - 02.2015
Senior Manager
McDonald's Restaurant
06.2001 - 02.2015
Cert IV in Training and Assessment -
Pro System Training
Certificate IV in Hospitality -
Access Training
National Certificate in Hospitality Operations Supervision Level 4 -
Hospitality Standards Institute New Zealand
National Diploma Operations Management Level 5 -
New Zealand Qualifications Authority
Restaurant Leadership Practices Course -
McDonalds Australia Limited
Certificate in Travel and Tourism -
Quantum Institute of Travel and Tourism
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