Ana Sophia Mina Stepanek
Melbourne,VIC
Summary
Swimming specialist and passionate athlete currently studying double bachelor degree in sport science and sport management. A driven and passionate individual with experience working across multiple professional and semi-professional organisations.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service/Reception
Splashes Swimming School -
Melbourne, VIC
11.2023 - Current
- Answered incoming calls, responded to customer inquiries, and directed callers to the appropriate department or personnel.
- Handled customer complaints professionally while maintaining a positive attitude.
- Researched potential solutions for difficult or complex customer inquiries.
- Updated knowledge base regularly with new content related to products and services.
- Greeted customers upon arrival and provided them with information on products and services.
- Maintained records of customer interactions, transactions, comments and complaints.
- Provided customers with product details such as prices, availability, delivery times.
- Utilized problem solving skills to resolve customer issues in a timely manner.
- Performed administrative tasks such as filing paperwork, updating databases.
- Updated databases with new and modified customer data.
- Collected deposits or payments and arranged for billing.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Swim Teacher
Splashes Swimming School
Melbourne, VIC
01.2022 - Current
- Developed lesson plans to teach basic swimming skills such as floating, breathing, treading water, and stroke development.
- Created a safe learning environment for all participants in the program.
- Supervised pool activities to ensure the safety of swimmers.
- Ensured appropriate behaviour from students while in the pool area.
- Demonstrated water safety rules and regulations to students.
- Monitored student performance closely throughout each class session.
- Maintained records of student progress and attendance.
- Collaborated with other instructors on lesson plans and curriculum design.
- Instructed swim classes for children aged 4-12 and adults, demonstrating proper swimming techniques.
- Assisted in the maintenance of pool equipment and supplies.
- Incorporated fun activities into lessons to keep students engaged.
- Encouraged students with positive reinforcement during lessons.
- Assessed student skill levels prior to enrolment into classes or programs.
- Provided feedback on student performance after each lesson or practice session.
- Adjusted teaching methods according to student needs and abilities.
- Communicated regularly with parents regarding the progress of their child's swimming ability.
- Handled student situations using logic and mediation skills.
- Explained safety rules and procedures regarding activities to patrons and guests to inform and educate.
- Collaborated with parents and guardians to address concerns and outline student progress.
- Developed and implemented individualized swim instruction plans for students of varying ages and skill levels.
- Recommended appropriate level classes to swimmers based on needs and preferences.
- Assessed student progress and provided feedback to improve technique and confidence in the water.
- Provided assistance to students with special needs, adapting teaching methods to meet individual requirements.
- Conducted swim lessons for groups and individuals, ensuring a safe and supportive environment.
- Fostered a culture of teamwork and respect among students and staff.
- Recognized danger and reacted calmly to mitigate risk.
- Participated in staff training sessions to continually improve teaching and safety skills.
- Assessed swimming skill levels for each student and placed accordingly depending on results.
- Monitored class participants for appropriate techniques to prevent injuries.
- Demonstrated proper breathing techniques .
- Enforced safety rules and procedures to minimize injuries.
Ballkid
Australian Open
Melbourne, VIC
01.2018 - 01.2021
- Provided excellent service and attention to customers.
- Completed day-to-day duties accurately and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Worked successfully with a diverse group of people to accomplish goals and address issues related to our products and services.
- Approached customers and international players, and engaged with them through the use of effective interpersonal and people skills.
- Worked with cross-functional teams to achieve goals.
- Identified needs of customers promptly and efficiently.
- Maintained updated knowledge through continuing education and advanced training.
- Recognized by management for providing exceptional customer service.
Assistant Coach
Harkaway Tennis Club, Harkaway-
Melbourne, VIC
02.2020 - 12.2020
- Conducted practice sessions and provided instruction to players on technique, strategy, and performance.
- Communicated effectively with parents of student-athletes regarding their child's progress in the program.
- Provided guidance to players on sportsmanship, discipline, nutrition, injury prevention techniques.
- Provided feedback to players on their performances in practices.
- Ran drills and fitness circuits to improve players' coordination and skills.
- Notified head coach of problems with discipline, performance and other decision-making areas.
- Provided feedback to players during and after performances to encourage continuous improvement.
- Led warm-up and cool-down sessions for practices and games to prevent injuries.
- Assisted with fundraising and promotional events to support the team's financial needs.
Education
High School Diploma -
Belgrave Heights Christian School
Belgrave Heights, VIC11-2022
Bachelor of Management - Sport And Fitness Management
Victoria University
Melbourne, VICBachelor of Science - Sport Science
Victoria University
Melbourne, VICSkills
- Scheduling appointments
- Reception Management
- Appointment Coordination
- Member support
- Customer Service
- Needs Assessment
- Attention to Detail
- Multitasking
- Customer Relations
- Time Management
- Excellent Communication
- Customer service excellence
- Delegation
- Leadership
- Problem Solving
- Motivation
- Calm Under Pressure
Accomplishments
- Selected as a ball kid, assisting pro tennis players (2018 to 2021)
- Selected for first-only girls squad on Rod Laver Arena 2021
- Multiple rewards from swimming competitions
- Selected to represent local school at Victoria Christian schools for CSEN nationals in Queensland in tennis 2019
- House Captain for 2021
Certification
- First Aid / CPR
- Swimming coaching
- Working with children
Affiliations
- Traveled Europe
- Traveled Peru
- Trained tannins in Peru
Languages
English
Native/ Bilingual
Spanish
Elementary
Slovak
Elementary
Timeline
Customer Service/Reception
Splashes Swimming School -
11.2023 - Current
Swim Teacher
Splashes Swimming School
01.2022 - Current
Assistant Coach
Harkaway Tennis Club, Harkaway-
02.2020 - 12.2020
Ballkid
Australian Open
01.2018 - 01.2021
High School Diploma -
Belgrave Heights Christian School
Bachelor of Management - Sport And Fitness Management
Victoria University
Bachelor of Science - Sport Science
Victoria University
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