Brooke Masters
Denman,NSW
Summary
Offering strong interpersonal skills with adaptable, solution-orientated nature. Knowledgeable on airport operations with a passion for career progression and eager to face new challenges. Adept at working well independently and in coordination with team members. Seeking an opportunity to develop and utilize existing skillset within a level 4 role.
Overview
7
7
years of professional experience
Work History
Customer Service Agent
Qantas Airways
07.2022 - Current
- Promote workplace safety through adherence to established protocols in all aspects of ABD agent duties
- Maintain situational awareness during aircraft operations by actively monitoring radio communications
- Former experience training new hires in CSA position resulting in stronger staff development
- Provided support with the changeover in AKL airport by mentoring a new team and sharing expertise
- Acutely familiar with domestic and international check in processes via Amadeus CM
- Marshal trained with proactive approach in rear stair boarding
- Implementing efficient work practices to achieve safe OTP
- Responsible for reviewing and verifying any/all required documentation for travel
- Providing extra support to CWSN following correct procedures, inc. wheelchair passengers, VIP, UM's etc.
- Overcoming language barriers and finding alternative ways of interaction
- Answering customer inquiries, offering solutions to disrupted passengers, resolving ticketing issues
- Assisting business class and frequent flyers with bag drop and check in via Premium Lounge Entry within BNE port
- Assessing passengers are fit for travel - notably if requiring medical clearance or are assigned exit row seating
- Handling dangerous goods such as firearms/ammunition, adhering to correct check-in procedures
- Assisting daily network of 10,000+ passengers with positive attitude and focus on customer satisfaction
Bartender
Archie Brothers Cirque Electric
11.2019 - 07.2022
- Swiftly processing redemption items, assisting in merchandising & restocking, answering & delegating various calls, creating bookings, directing guests to appropriate locations
- Provided undeniably efficient service and quality drinks, decreasing wait time resulting in operating lead position at cocktail station
- Managing tasks accordingly whilst producing upwards $25k bar sales
- Capable of adapting to high demand during peak periods, followed by closing down and resetting of bar area ensuring team success
- Trained up new staff using hands on approach, utilizing every team members individual abilities across various sections of bar
- Adhered to state laws and followed alcohol awareness procedures for preventing excessive guest intoxication
- Organised stock room and storage procedures to keep stock within optimal levels
- Guide functions through high paced venue ensuring safety is always top priority whilst keeping them engaged, serving food & drink, followed by prompt turnover for next function
- Work ethic established strong professional relationships with management team forming sense of reliability
Shift Supervisor
Boost Juice BIA
09.2017 - 11.2019
- Performed tasks single-handedly meeting high customer demand within BNE International Airport
- Regularly interacting with foreigners and overcoming language barriers
- Cash Handling - setting up/breaking down registers, writing up deposits, counting safe & balancing drawers
- Excessive experience with KPI's & reaching sales targets
- Trained 6 new recruits, establishing strengths and positioning fellow coworkers where most suitable
- Adapted to various sale environments in order to achieve goals
- Ensuring sufficient stock was prepped to keep up with increased customer demand
- Helped store management meet standards of service and quality in daily operations
Education
High School QCE -
North Lakes State College
Mango Hill, QLD11.2014
Skills
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Proactive Approach
- Training and Mentoring
- Occupational Health and Safety
- Time Management
- Shift Work
- Customer Satisfaction
- Courteous with Strong Service Mindset
Accomplishments
- Business III
- Current RSA
- Hospitality I , II , III
Affiliations
Scott Haywood
CSS - Qantas Airways
0414 572 795
Georgia Vermeer
AVM - Archie Brothers
0497 847 067
Jeremy Smith
Operations Manager - Cater Care
0420 905 161
Timeline
Customer Service Agent
Qantas Airways
07.2022 - Current
Bartender
Archie Brothers Cirque Electric
11.2019 - 07.2022
Shift Supervisor
Boost Juice BIA
09.2017 - 11.2019
High School QCE -
North Lakes State College
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