BROOKE CULVER
Banksia
Summary
Dedicated and results-driven professional seeking a challenging position within the Qantas Group. Eager to leverage extensive customer service, operational, and managerial skills to contribute positively to the team.
Overview
17
17
years of professional experience
Work History
Business Class Lounge Agent
Qantas Group
Sydney Airport
08.2024 - Current
- - Trained in Amadare/CM systems.
- - Provide exceptional customer service to One World clients, ensuring a seamless and enjoyable experience in the business class lounge.
- - Address guest inquiries and requests promptly while maintaining professionalism.
- - Collaborate with team members to ensure a welcoming, clean, and well-stocked lounge environment.
- - Manage complex customer situations with tact and empathy, ensuring guest satisfaction.
- - Implement safety protocols and assist special needs guests to enhance their travel experience.
Customer Service Officer
Jetstar Airways
Sydney Airport
08.2013 - 08.2024
- - Delivered outstanding customer service to passengers traveling through the Domestic Airport.
- - Adhered to standard operating procedures during check-in, concourse, and boarding gate operations.
- - Maintained professionalism while addressing customer escalations.
- - Ensured compliance with airline policies and procedures, prioritizing safety and communicating safety advice.
- - Managed complex customer situations, including sensitive issues, with tact and empathy.
- - Assisted customers with special needs, ensuring seamless travel experiences.
- - Educated customers on Dangerous Goods regulations to uphold safety standards.
- - Handled baggage services, resolving mishandled and damaged baggage issues promptly.
- - Fostered teamwork within the department, embracing the "One Team" philosophy.
Packing Online Orders
Woolworths Distribution Centre
01.2020 - 01.2022
- - Efficiently packed online orders, ensuring accuracy and timely deliveries.
- - Collaborated with team members to streamline packing processes and enhance productivity.
- - Maintained a clean and organized workspace, adhering to safety regulations.
Administration Officer
Tempe Tile Centre
01.2011 - 07.2013
- - Executed basic administrative functions and managed customer interactions via phone, website, and email.
- - Handled accounts payable/receivable and reconciliation processes.
- - Supported management in delivering optimal customer service for sales transactions.
Sales Assistant
Zero Parramatta
01.2011 - 07.2013
- - Provided exemplary customer service, consistently meeting daily sales targets.
- - Addressed customer inquiries and fulfilled online orders efficiently.
- - Managed cash and credit reconciliations, replenished stock, and conducted monthly stock takes.
Supervisor
Coogee Bay Hotel
01.2010 - 07.2013
- - Managed hotel operations and staff performance, effectively resolving disputes.
- - Reconciled cash and credit card transactions, investigating discrepancies thoroughly.
- - Enhanced customer journey through improved marketing strategies on social media.
Store Manager
Supre
Parramatta
01.2008 - 07.2013
- - Oversaw overall performance and management of the retail store, meeting daily sales KPIs.
- - Managed staffing and resources, recruiting ideal candidates in collaboration with HR.
- - Evaluated staff performance and provided necessary training.
- - Reported stock levels and shrinkage, implementing processes to minimize financial impact.
- - Facilitated internal stock transfers to meet customer demand.
- - Recognized as the top-performing store for six consecutive months.
Education
Year 12 HSC
Cranebrooke High School
2008
Skills
- - Excellent written and verbal communication skills
- - Adaptable and eager to learn
- - Ability to work autonomously or collaboratively in a team
- - Strong organizational skills with a focus on meeting deadlines
- - Proficient in Microsoft Office Suite (Word, Excel, Outlook)
- - Experienced with reservation systems, HR systems, and customer service tools
Timeline
Business Class Lounge Agent
Qantas Group
08.2024 - Current
Packing Online Orders
Woolworths Distribution Centre
01.2020 - 01.2022
Customer Service Officer
Jetstar Airways
08.2013 - 08.2024
Administration Officer
Tempe Tile Centre
01.2011 - 07.2013
Sales Assistant
Zero Parramatta
01.2011 - 07.2013
Supervisor
Coogee Bay Hotel
01.2010 - 07.2013
Store Manager
Supre
01.2008 - 07.2013
Year 12 HSC
Cranebrooke High School