Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
Timeline
Generic

ANGIE CATALINA GRANADA AGUIRRE

Yarraville,VIC

Summary

Experienced and adaptable professional with a strong foundation in hospitality, customer service, and operations. Over the years, I have developed a reputation for reliability, attention to detail, and exceptional service delivery across a range of roles, including housekeeping, bartending, event support, and call operations. Now seeking to bring this strong work ethic, versatility, and client-focused approach to new challenges across various industries. Eager to contribute to a dynamic team where high standards, professionalism, and teamwork are valued.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Entrepreneur

Small Business Owner
11.2024 - 05.2025
  • Ran a personal business project, developing skills in customer service, sales, time management, and social media marketing.
  • Founded and managed a home-style food business specializing in weekly Colombian-inspired lunches.
  • Designed balanced menus combining animal and plant-based proteins, respecting traditional flavors while adapting to local preferences.
  • Oversaw daily meal preparation, menu planning, ingredient sourcing, cost control, and quality assurance.
  • Managed orders, deliveries, and customer service through WhatsApp and social media, building a loyal weekly client base.
  • Created and executed digital marketing strategies, including visual content design (menus, flyers, social posts).
  • Handled full budgeting: pricing, cost efficiency, profit tracking, and reinvestment in kitchen tools and supplies.
  • Adapted operations based on demand—scaling production, offering weekly specials, and fulfilling custom orders.

Call Centre Operator

TSA Group
02.2024 - 09.2024
  • Handled high volumes of inbound and outbound calls in a fast-paced environment.
  • Provided accurate information, support, and resolution for customer inquiries and issues.
  • Maintained a professional and courteous phone manner at all times.
  • Logged call details, customer feedback, and outcomes in internal systems with precision.
  • Followed scripts and guidelines while adapting to individual caller needs.
  • Escalated complex issues to appropriate departments and ensured timely follow-up.
  • Met performance KPIs, including call handling time, resolution rate, and customer satisfaction.
  • Collaborated with team members and supervisors to maintain smooth daily operations.

Cleaner

PAM Group & Co
04.2022 - 06.2024
  • Delivered professional cleaning services for both residential and commercial properties.
  • Specialized in deep cleaning tasks, including carpets, upholstery, and stain removal.
  • Used appropriate cleaning agents and equipment to maintain hygiene standards.
  • Conducted final inspections to ensure quality and client satisfaction.
  • Managed cleaning supply inventory and reported low stock when necessary.
  • Maintained efficient schedules to complete all tasks on time.
  • Provided excellent customer service and addressed client requests or concerns.
  • Handled delicate materials and surfaces with care, following safety guidelines.

Bartender

Olympic Hotel
07.2023 - 02.2024
    • Mixed and served a wide range of cocktails, spirits, and non-alcoholic beverages with speed and precision.
    • Supported high-volume events and functions serving 100+ guests, maintaining smooth bar and floor operations.
    • Cleared and reset tables efficiently to ensure continuous guest flow and a clean environment.
    • Delivered food and drink orders promptly and professionally as a runner during peak service.
    • Maintained bar cleanliness, stocked fridges, and prepped garnishes and glassware before service.
    • Assisted in setting up and packing down event spaces, ensuring layout matched guest requirements.
    • Provided friendly, attentive service while handling guest requests and resolving issues on the spot.
    • Worked collaboratively with bartenders, kitchen staff, and supervisors to deliver seamless guest experiences.

Crew Member / Bartender

Batman's Hill on Collins
02.2023 - 11.2023
    • Provided outstanding customer service and managed drink orders efficiently.
    • Handled front-of-house operations, cash transactions, and bar service.
    • Assisted with special events, managing bar setups and services.
    • Ensured compliance with Responsible Service of Alcohol (RSA) guidelines.
    • Maintained cleanliness and organization of the bar area.
    • Engaged customers with recommendations and promotions to increase sales.
    • Monitored inventory and restocked bar supplies as needed.
    • Assisted with training new staff members.
    • Ensured excellent drink presentation and high-quality service.
    • Resolved customer complaints efficiently and professionally.

Housekeeper

Quincy Hotel / Adina Apartment Hotel
03.2021 - 05.2022
    • Maintained pristine guest rooms and public areas to five-star luxury standards.
    • Performed detailed cleaning tasks, including linen changes, turndown service, and deep sanitation.
    • Used premium cleaning products and followed strict brand protocols for hygiene and presentation.
    • Inspected rooms thoroughly to ensure readiness before guest arrival.
    • Managed guest requests promptly and discreetly, ensuring a seamless experience.
    • Reported maintenance issues and damages to appropriate departments for timely resolution.
    • Handled high-value furnishings, décor, and delicate materials with professional care.
    • Adhered to strict safety, confidentiality, and health compliance protocols at all times.

Crew Member

Guzman Y Gomez
09.2018 - 10.2021
    • Prepared fresh ingredients and assembled menu items following GYG's quality and speed standards.
    • Operated kitchen equipment safely and maintained a clean, organized prep and cook area.
    • Delivered fast, friendly service at front-of-house, handling POS systems and customer orders.
    • Maintained high food safety and hygiene standards in compliance with company and legal regulations.
    • Supported drive-thru and dine-in operations during peak service hours with speed and accuracy.
    • Managed stock rotation, restocked stations, and reported low inventory to team leaders.
    • Worked as part of a fast-paced, team-oriented environment to meet shift targets.
    • Upheld GYG's brand values by creating a welcoming experience for all guests.

Cleaner

Arc Cleaning Australia
02.2018 - 11.2020
    • Performed thorough cleaning of private apartments, common areas, and shared facilities.
    • Sanitized high-touch surfaces such as door handles, light switches, and appliances to maintain hygiene.
    • Cleaned kitchens, bathrooms, and living areas to a high standard, including mopping, vacuuming, and dusting.
    • Restocked essentials like toilet paper, soap, and cleaning supplies as needed.
    • Managed waste disposal and recycling according to building protocols.
    • Reported maintenance issues, damages, or safety concerns to property managers.
    • Followed set cleaning schedules and checklists to ensure consistency and efficiency.
    • Maintained a discreet, respectful presence while working in occupied residential environments.

Crew Member

McDonald's
03.2016 - 07.2017
    • Provided fast, friendly customer service in a high-volume, team-oriented environment.
    • Operated POS systems accurately for dine-in, takeaway, and drive-thru orders.
    • Prepared food and beverages according to strict quality and safety standards.
    • Maintained cleanliness of front counter, kitchen, and dining areas throughout shifts.
    • Assisted in opening and closing procedures, including restocking and equipment checks.
    • Handled customer complaints and special requests with professionalism and efficiency.
    • Followed hygiene, food safety, and workplace health protocols at all times.
    • Worked collaboratively with team members to meet service targets during peak hours.

Education

High School Diploma -

Indie School
Gladstone Park, VIC
01.2018

High School Diploma -

Mount Alexander College
Flemington, VIC
01.2017

Skills

    Customer Service & Communication
  • Exceptional interpersonal and client-facing communication
  • Professional phone etiquette and active listening
  • Conflict resolution and complaint handling
  • Multilingual or culturally aware service (if applicable)
    • Hospitality & Service Excellence
  • High-standard room and venue presentation (luxury hotels)
  • Food and beverage service for large-scale events
  • Bartending and cocktail preparation
  • Fast, efficient table clearing and food running
    • Time Management & Multitasking
  • Ability to prioritize and manage high volumes under pressure
  • Punctual and reliable with strong task completion record
  • Efficient in shift work, functions, and changing roles
    • Attention to Detail & Quality Control
  • Spotless cleaning and presentation of guest areas
  • Adherence to hygiene, safety, and health standards
  • Post-service inspections and quality assurance
    • Teamwork & Independent Work
  • Collaborative team player in service and housekeeping roles
  • Confident working independently with minimal supervision
  • Adaptable to different roles and departments as needed
    • Technical & Operational
  • POS and cash handling accuracy
  • Call system navigation and customer logging
  • Inventory tracking and restocking procedures
    • Event & Function Support
  • Setup and pack-down of events (weddings, conferences, etc)
  • Coordinating bar and food service for 100 guests
  • Ensuring smooth guest experience throughout entire event flow

Certification

  • Responsible Service of Alcohol (RSA) Certification
  • Police Check

LANGUAGES

English – Fluent
Spanish – Fluent

Timeline

Entrepreneur

Small Business Owner
11.2024 - 05.2025

Call Centre Operator

TSA Group
02.2024 - 09.2024

Bartender

Olympic Hotel
07.2023 - 02.2024

Crew Member / Bartender

Batman's Hill on Collins
02.2023 - 11.2023

Cleaner

PAM Group & Co
04.2022 - 06.2024

Housekeeper

Quincy Hotel / Adina Apartment Hotel
03.2021 - 05.2022

Crew Member

Guzman Y Gomez
09.2018 - 10.2021

Cleaner

Arc Cleaning Australia
02.2018 - 11.2020

Crew Member

McDonald's
03.2016 - 07.2017

High School Diploma -

Indie School

High School Diploma -

Mount Alexander College

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ANGIE CATALINA GRANADA AGUIRRE