Aniya El Hage - Younge
Moonee Ponds,Australia
Summary
Dedicated and proactive professional with extensive experience in customer service, team leadership, and administrative support across retail, hospitality, and office environments. Known for consistently exceeding performance benchmarks and KPIs. Proven ability to handle high-volume, fast-paced environments with attention to detail, organizational skills, and a strong commitment to service excellence. Skilled in team coordination, process optimization, and fostering positive client and team relationships to support business goals.
Overview
7
7
years of professional experience
Work History
Delivery Service Officer
Australian Taxation Office (ATO)
Docklands
07.2024 - Current
- Guided clients with varying technical abilities to efficiently navigate complex online services, proactively identifying areas where they may need additional support, resulting in customer satisfaction and reduced follow-up calls
- Upheld meticulous records and detailed notes during client interactions, ensuring seamless follow-up and continuity of service allowing other staff members to effectively continue service when required
- Managed and updated an extensive, multi-layered informational database with accuracy, ensuring reliable data integrity and quick retrieval, which significantly streamlined daily operational processes
- Utilized up to five software platforms in real-time while providing phone support, swiftly resolving client queries and maintaining both efficiency and high service quality under pressure
- Applied rigorous security protocols and privacy measures, proactively educating clients on safeguarding their accounts resulting in clients feeling secure and protected
- Mentored and supported new team members by providing on-the-spot guidance during floor walking sessions, helping them acclimate to systems and processes, ensuring their confidence in the systems and procedures
- Selected as one of the high performing members of the team to support my peers in their development to improve performance
- In my role at the ATO, I navigate over 10 unique systems and applications daily, each with strict procedures to ensure compliance and accuracy
- Every client call brings a unique set of issues, requiring precise attention to detail to resolve their concerns while seamlessly adapting to the appropriate system or process
- My ability to quickly switch between platforms and maintain accuracy in each interaction allows me to provide effective, reliable support regardless of the complexity of the inquiry
- This adaptability ensures efficient assistance for clients and upholds the high standards required in my role
- During a recent support call, I assisted a woman who had just lost her father and felt overwhelmed after unsupportive interactions elsewhere
- After offering my condolences, I added an unofficial 'deceased indicator' to her father’s account to prevent further communication or charges
- I then walked her through each step she needed to take, providing quick codes to streamline her process and avoid frustration
- By the end of the call, she expressed gratitude for the empathy and clarity she received, feeling reassured and prepared to move forward
- This experience highlighted the impact of compassionate, proactive customer service
Cafe Supervisor
Big White Ski Resort
BC
11.2022 - 04.2023
- Acted as the primary contact for addressing staff and customer concerns, resolving issues promptly and effectively to maintain a positive environment and high service standards
- Coordinated daily schedules and prioritized time management for a team of 10, ensuring effective staffing coverage and smooth workflow to support high service levels
- Provided training and hands-on guidance to staff, assigning duties strategically to build team skills, maintain smooth operations, and ensure a productive work environment
- Coordinated daily schedules and prioritized time management for a team of 10, balancing competing priorities to ensure effective staffing coverage, smooth workflow, and the ability to adapt quickly to changing demands while maintaining high service levels
Reception, Administration Support and Office Management
Lonsdale Institute
Melbourne
03.2021 - 03.2022
- Proactively assisted students in navigating inquiries related to courses, payments, and visas across in-person, email, and phone channels
- Ensured prompt, clear, and accurate information delivery, resulting in consistently high satisfaction and a positive support experience
- Delivered comprehensive administrative support by coordinating assignment extensions, collaborating with faculty on student progress, and maintaining attendance records, contributing to smooth academic processes and positive student outcomes
- Acted as the central liaison for multiple departments, ensuring clear communication and coordination among staff, students, and teams; effectively managed scheduling and logistics, fostering a cohesive and efficient work environment
- Oversaw office management tasks such as coordinating cleaning, plant upkeep, and tradespeople visits, swiftly resolving building maintenance issues to ensure a safe, clean, and well-maintained workspace that supports productivity and comfort
- Successfully led the coordination of a full office relocation, including logistical planning, team scheduling, vendor management, and layout design, ensuring a smooth transition with minimal disruption to operations and an efficient setup in the new location
- Upon arriving at the Lonsdale office and finding the kitchen flooded, I took immediate ownership of the situation
- I blocked off the area for safety, contacted several repair companies for quotes, and informed the building manager
- By the time my manager and CEO arrived, I had compiled all necessary information, allowing the CEO to make a quick decision without further involvement
- By the end of the day, repairs were well underway
- My proactive approach freed leadership from concerns about the incident, allowing them to stay focused on strategic priorities
- When my manager needed to make an emergency business trip to our Sydney office, I promptly organized her travel plans and then restructured her schedule to ensure nothing was overlooked
- I rescheduled her student meetings and took on some tasks within my skill set to lighten her workload
- This allowed her to focus on the urgent business needs in Sydney, while ensuring that students were still supported and able to meet their obligations
- My ability to stay organized and prioritize effectively ensured a smooth transition and uninterrupted support for our students
Supervisor
Hype DC
Northland
11.2018 - 03.2021
- Built strong customer connections through tailored service, leveraging extensive product knowledge and polished communication skills to enhance customer satisfaction and drive sales in a high-traffic retail environment
- Met and frequently exceeded KPI targets on a performance-driven roster, consistently delivering results that supported team goals and increased store profitability
- Oversaw daily store operations, including secure store opening/closing and accurate banking, managed on-shift team performance, swiftly handled customer complaints to ensure satisfaction, and maintained transparent communication with store, regional, and state managers to align on priorities and targets
Service Supervisor/Department Manager (online/click and collect)
Woolworths
Moonee Ponds
02.2018 - 03.2021
- Led the coordination and development of a high-performing team, fostering growth through continuous training, constructive feedback, and skill-building, resulting in improved team productivity and morale
- Facilitated clear, effective communication across all levels, from team members to store, state, and national managers, ensuring alignment on goals, sharing progress, and resolving cross-departmental issues efficiently to support seamless operations
- Efficiently managed team rosters and delegated tasks to align with demand and stay within budget, provided hands-on training to elevate team capabilities, and expertly handled customer complaints, consistently turning issues into positive service experiences
- Consistently achieved and exceeded KPIs through focused team strategies and performance management, contributing to overall business growth and maintaining high operational standards
- Orchestrated daily order dispatches to meet strict hourly and express deadlines with <2% out-of-stock rates, implementing proactive inventory checks and team workflows to maintain smooth, reliable service and maximize customer satisfaction
- I communicated clear expectations to my team, setting boundaries that encouraged accountability while ensuring everyone felt respected and supported
- In handling performance reviews and difficult conversations, I was direct yet empathetic, focusing on constructive feedback and acknowledging individual strengths
- This approach built trust within the team, maintained positive relationships, and fostered a collaborative environment where open communication was valued
- Through confident, clear communication, I created a strong, respectful team dynamic focused on meeting our goals together
- When a team member called in sick for several consecutive days, other team members began speculating about the reasons behind their absence
- To maintain confidentiality and protect the team member’s privacy, I addressed the situation calmly, reminding the team to respect each other's privacy and that any personal health information was confidential
- I made it clear that their absence was being managed according to our protocols and reinstated boundaries on appropriate topics of conversation in the workplace
- By handling the situation with discretion, I maintained trust within the team, ensured respect for the absent team member, and reinforced a culture of professionalism and confidentiality
- This approach helped prevent rumors and demonstrated the importance of handling sensitive information with care
Education
Lonsdale Institute
Melbourne03.2022
Skills
- Customer Engagement/Assistance
- Teamwork and Collaboration
- Menu/Product memorisation/knowledge
- Project Coordination
- Office Management
- Business operations and understanding
- Microsoft Office
- Supervision and Leadership
Timeline
Delivery Service Officer
Australian Taxation Office (ATO)
07.2024 - Current
Cafe Supervisor
Big White Ski Resort
11.2022 - 04.2023
Reception, Administration Support and Office Management
Lonsdale Institute
03.2021 - 03.2022
Supervisor
Hype DC
11.2018 - 03.2021
Service Supervisor/Department Manager (online/click and collect)
Woolworths
02.2018 - 03.2021
Lonsdale Institute
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