Cai Paoliello
Parramatta,NSW
Summary
Customer-focused hospitality and customer service professional with over four years of experience across entertainment, gaming, and retail environments. Proven track record of delivering exceptional guest experiences, resolving customer concerns, processing transactions accurately, and supporting high-volume operations. Experienced in supervising teams, coordinating daily operations, coaching team members, and maintaining service standards in fast-paced environments. Recognised for punctuality, reliability, strong communication skills, a calm and professional approach under pressure, and a commitment to contributing to long-term team success and organisational goals.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Customer Service Representative
Mwave
South Strathfield, NSW
03.2025 - Current
- Handled customer inquiries across phone, email, and live chat for online retail orders.
- Resolved order, delivery, and account issues using company support systems.
- Coordinated with warehouse and logistics teams on stock and shipment concerns.
- Escalated complex complaints to supervisors and technical support teams.
- Updated customer records and case notes in ticketing and CRM tools.
- Maintained professional service while managing high volumes of customer contacts.
- Explained product details, availability, and order status to customers clearly.
Retail Associate (Christmas Casual)
Industrie Clothing
Castle Hill, NSW
11.2024 - 01.2025
- Welcomed customers and delivered strong customer service.
- Guided customers in fit and style choices to enhance shopping experience at Industrie Clothing.
- Handled payments accurately to ensure smooth customer transactions.
- Completed customer payments using cash register.
- Replenished apparel and accessories on sales floor and in fitting rooms.
- Organised, folded, and tagged merchandise to maintain appealing and accessible displays at Industrie Clothing.
- Worked with team members to maintain clean, welcoming store presentation.
LUX Crew Member & Supervisor
Hoyts Cinema Westfield
Chatswood
05.2021 - 09.2024
- Coordinated daily operations to uphold compliance with company policies and procedures.
- Conducted regular performance evaluations, providing constructive feedback and personalised coaching.
- Facilitated communication with senior management, updating on team progress and challenges.
- Provided food and beverages to customers in bar, lounge, and theatre settings.
- Provided excellent customer service to maintain a positive atmosphere for guests.
- Supported team members during busy Westfield cinema sessions
Specialised Roulette Tables Dealer
The Star Casino
Sydney, NSW
01.2020 - 09.2020
- Successfully completed a rigorous six-week casino table dealing course, passing nightly math tests three times a week with a minimum 85% score requirement to remain in the program.
- Processed financial transactions for players, handling chip sales and cash-ins accurately.
- Greeted guests at entrance to ensure a warm welcome and positive first impression. to create enjoyable and memorable experiences.
- Supported new dealers with table procedures and casino standards
- Enforced gaming rules and casino procedures with professionalism
Education
Certificate III - Screen & Media
Tafe St. Leonards
Certificate III - Sports Coaching
Skills
- Customer support
- Sales transactions
- Order processing
- Customer engagement
- Verbal and written communication
- Conflict resolution
- Complex Problem-solving
- Time management
- Task prioritisation
- Team collaboration
- Resilience and persistence
Availability & Working Rights
- Full availability (Monday - Sunday)
- Australian Citizen
Certification
- Responsible Service of Alcohol
- NSW Driver's License
Timeline
Customer Service Representative
Mwave
03.2025 - Current
Retail Associate (Christmas Casual)
Industrie Clothing
11.2024 - 01.2025
LUX Crew Member & Supervisor
Hoyts Cinema Westfield
05.2021 - 09.2024
Specialised Roulette Tables Dealer
The Star Casino
01.2020 - 09.2020
Certificate III - Screen & Media
Tafe St. Leonards