Brooke Moran
Moorooka,QLD
Summary
Skilled in crisis intervention and relationship management, I significantly enhanced community trust during my tenure at Queensland Police Service. Leveraging expertise in report writing and integrity, I've consistently improved operational efficiencies and customer satisfaction across diverse roles, demonstrating exceptional organizational skills and a commitment to excellence.
Developed critical skills in public safety environment, including effective communication, conflict resolution, and leadership. Demonstrates strong analytical abilities and capacity to remain calm under pressure, seeking opportunities to transition into new field. Looking to leverage these skills in collaborative and dynamic work environment.
Overview
11
11
years of professional experience
Work History
Police Officer
Queensland Police Service
11.2019 - 05.2024
- Participated in ongoing training opportunities to stay current on best practices, maintaining a high level of expertise within the field of law enforcement.
- Enhanced public safety by conducting routine patrols and responding to emergency calls promptly.
- Displayed sound judgment under pressure when making critical decisions that impact public safety during emergency situations.
- Utilized excellent communication skills when interacting with diverse populations, fostering trust between law enforcement and the community members they serve.
- Testified effectively in court, contributing to successful prosecutions of offenders.
- Effectively diffused potentially dangerous situations through verbal negotiation techniques before escalating force was necessary.
Call Center Representative
City Council
03.2019 - 11.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Customer Service Representative
Mazda Dealership
11.2017 - 03.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Assisting the branch manager in developing strategies for process improvement, increasing profitability and improving customer experience.
Gym Assistant
Plus Fitness
08.2017 - 11.2017
- Boosted gym cleanliness by performing routine maintenance tasks, including sanitizing equipment and tidying up workout areas.
- Facilitated a welcoming atmosphere for new members, offering personalized tours of the facility and answering questions about available services.
- Built and established positive relationships with patrons, team members and supervisors.
- Maintained accurate records of membership details, attendance figures, and financial transactions in accordance with gym policies and procedures.
- Conducted comprehensive tours of the facility to prospective members, showcasing available amenities and services.
- Cultivated a welcoming atmosphere within the facility, fostering a sense of community among members that supported long-term loyalty.
Dental Assistant
Aspire Dental Group
04.2017 - 11.2017
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Maintained a clean and sterile work environment to prevent cross-contamination and infection.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Prepared and sterilized instruments and materials for use by dentists.
- Entered patient data into computer system, adhering to strict privacy laws and maintaining high level of accuracy.
- Provided excellent customer service by promptly addressing patient inquiries via phone, email, or in-person interactions.
Supervisor - Catering
Raw Energy
11.2016 - 07.2017
- Hired and trained both permanent and temporary staff members.
- Implemented creative presentation techniques that elevated the overall dining experience for guests.
- Streamlined catering processes for a smoother workflow and improved staff productivity.
- Facilitated clear communication between kitchen and service staff, ensuring accurate order fulfillment and timely delivery to guests.
- Created new recipes, outlined steps, and training staff on correct preparation.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Worked closely with vendors to negotiate contracts and secure high-quality ingredients within budgetary guidelines.
Duty Manager
Hooters Pty Ltd Townsville
05.2015 - 11.2016
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Supervised and coordinated team to provide guidance and support and maximize performance.
Administrative Officer
NQ Flyboarding
05.2014 - 09.2015
- Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Improved communication within the organization through regular updates on policies, procedures, and key events.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Ensuring customers understanding of safety, legislation and guidelines
Airport Customer Service Agent
Auckland International Airport
11.2013 - 03.2014
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Assisted customers with special needs, offering personalized support throughout their travel experience.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
Education
Certificate III - Health Service Assistance
Great Barrier Reef Institute of TAFE
Townsville, QLDDiploma - Policing
Queensland Police Service
01-2020
No Degree - Recruit Graduation
Queensland Police Academy
01-2019
No Degree -
CPR & First Aid
01-2017
Year 12 Certificate -
St Anthony's Catholic College
Townsville, QLD01-2013
Certificate II - Information Technology
St Anthony's Senior IT
Townsville, QLD01-2013
Skills
- Report writing
- Integrity and honesty
- Conflict de-escalation
- Relationship building and management
- Crisis intervention and deescalation
- Officer training
- Time management
- Data entry
- Organization skills
Timeline
Police Officer
Queensland Police Service
11.2019 - 05.2024
Call Center Representative
City Council
03.2019 - 11.2019
Customer Service Representative
Mazda Dealership
11.2017 - 03.2019
Gym Assistant
Plus Fitness
08.2017 - 11.2017
Dental Assistant
Aspire Dental Group
04.2017 - 11.2017
Supervisor - Catering
Raw Energy
11.2016 - 07.2017
Duty Manager
Hooters Pty Ltd Townsville
05.2015 - 11.2016
Administrative Officer
NQ Flyboarding
05.2014 - 09.2015
Airport Customer Service Agent
Auckland International Airport
11.2013 - 03.2014
Certificate III - Health Service Assistance
Great Barrier Reef Institute of TAFE
Diploma - Policing
Queensland Police Service
No Degree - Recruit Graduation
Queensland Police Academy
No Degree -
CPR & First Aid
Year 12 Certificate -
St Anthony's Catholic College
Certificate II - Information Technology
St Anthony's Senior IT
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