Melissa Muscat
Hadfield,Australia
Summary
Compassionate, resilient, and detail-oriented Customer Service professional with over five years’ experience supporting customers in high-volume, sensitive, and compliance-driven environments. Highly skilled in managing complex enquiries, assisting vulnerable customers with empathy, and delivering accurate information under pressure. With a strong background in emergency response, complaints-style interactions, administration, and stakeholder liaison, I bring exceptional communication skills, sound judgement, and a calm, structured approach to difficult conversations — making me well suited to a Bereavement Services Officer role.
Overview
30
30
years of professional experience
Work History
Faults & Emergency Agent
Startek (Contracted to Jemena)
10.2020 - Current
- Manage high-volume, complex inbound calls relating to gas and electricity faults and emergencies
- Provide accurate, compliant advice to customers, including those registered for Life Support and other vulnerable individuals
- Liaise with internal departments and emergency services to ensure timely resolutions
- Maintain detailed and compliant CRM records with high accuracy
- Deliver calm, empathetic communication to distressed customers
- Consistently meet quality assurance, compliance, and customer satisfaction KPIs
- Relevance to Bereavement Services: Extensive experience handling sensitive conversations, navigating strict processes, maintaining compliance, and supporting customers through complex and stressful situations.
Hospitality Manager
Bocca Foods – Strathmore Secondary College
01.2015 - 01.2020
- Managed daily operations, staff supervision, rostering, and training
- Delivered high-quality service to students, staff, and community members
- Ensured compliance with food safety and OH&S standards
- Managed financial transactions, reconciliations, and administrative reporting
- Relevance: Strong organisational capability, compliance awareness, and customer-focused service delivery.
Personal Assistant / Property Manager
Beauty on Rose
01.2014 - 01.2015
- Managed confidential documentation, schedules, and travel arrangements
- Handled customer enquiries, invoicing, and bookings
- Provided high-level administrative and organisational support
- Relevance: High attention to detail, confidentiality, and professional communication.
HR / Administration Assistant (Part-Time)
Egans Group Pty Ltd
01.2013 - 01.2014
- Assisted with contract preparation and HR documentation
- Managed WorkCover and incident registers in line with legislative requirements
- Maintained compliance databases and supported payroll processes
- Relevance: Regulatory compliance, documentation accuracy, and stakeholder coordination.
Store Manager / Assistant Manager
IDS Fashion
01.2007 - 01.2014
- Led customer service and retail operations in a fast-paced environment
- Managed staff training, rosters, banking, and reporting
- Resolved customer concerns professionally and effectively
- Relevance: Leadership, customer service excellence, and problem resolution.
Barista, Chef Apprentice, Sales Assistant and other frontline roles
Earlier Hospitality Roles
01.1996 - 01.2007
- Built strong communication and teamwork foundations
- Developed multitasking and conflict resolution skills
- Maintained consistent service standards in busy environments
Education
Certificate IV - Bookkeeping
Kangan Institute
Certificate III - Accounting Administration
Kangan Institute
Certificate II - Retail Operations
Certificate III - Commercial Cookery
Box Hill Institute
Apply First Aid, CPR & Basic Emergency Life Support - undefined
VCE - undefined
Catholic Regional College
01-1995
Skills
- Extensive experience managing sensitive and emotionally charged customer interactions
- Demonstrated ability to support vulnerable customers with empathy and professionalism
- Strong understanding of compliance requirements and process adherence
- Skilled in handling complex inbound and outbound enquiries
- Ability to clearly guide customers step-by-step through detailed processes
- High attention to detail with accurate data entry and CRM management
- Strong organisational and time-management skills
- Collaborative team member with internal and external stakeholder engagement experience
- Resilient and calm under pressure
- Commitment to confidentiality, integrity, and quality outcomes
Interests
Community engagement, gardening, reading, music, and spending time with family and friends
Timeline
Faults & Emergency Agent
Startek (Contracted to Jemena)
10.2020 - Current
Hospitality Manager
Bocca Foods – Strathmore Secondary College
01.2015 - 01.2020
Personal Assistant / Property Manager
Beauty on Rose
01.2014 - 01.2015
HR / Administration Assistant (Part-Time)
Egans Group Pty Ltd
01.2013 - 01.2014
Store Manager / Assistant Manager
IDS Fashion
01.2007 - 01.2014
Barista, Chef Apprentice, Sales Assistant and other frontline roles
Earlier Hospitality Roles
01.1996 - 01.2007
Certificate IV - Bookkeeping
Kangan Institute
Certificate III - Accounting Administration
Kangan Institute
Certificate II - Retail Operations
Certificate III - Commercial Cookery
Box Hill Institute
Apply First Aid, CPR & Basic Emergency Life Support - undefined
VCE - undefined
Catholic Regional College