Calvin Pabora
Newcastle,NSW
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Hospitality industry. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Solid team player with an outgoing, positive demeanour and proven skills in establishing rapport with customers. Specialise in quality, speed and process optimisation. Articulate, energetic and results-oriented with an exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
McDonald's
02.2020 - 02.2025
- 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.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Cross-trained and backed up managers on areas that needed assisting.
Crew Coach
McDonald's
02.2020 - 02.2025
- Facilitated open communication among crew members, fostering trust and collaboration within the team.
- Enhanced team performance by implementing effective coaching strategies and providing constructive feedback.
- Established clear expectations for each crew member's role, increasing accountability and reducing misunderstandings.
- Fostered a positive work environment, enhancing crew morale and job satisfaction.
- Recognized high-performing crew members regularly, encouraging continued excellence and dedication to their roles.
- Developed crew members' skills through tailored training sessions, leading to improved job competency.
- Established clear expectations for each crew member's role, increasing accountability and reducing misunderstandings.
- Implemented consistent performance evaluations for crew members, identifying areas for improvement and growth opportunities.
- Served as an approachable resource for crew members seeking guidance or assistance with job-related challenges.
Education
Bachelor of Commerce - Finance, Accounting
University of Newcastle
Newcastle, NSW06-2026
High School Diploma -
Parkes High School
01-2020
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Complaint Handling
- Product Knowledge
- Team Development
Additional Information
- Been offered numerous times to become a manager at McDonald's, but unfortunately could not accept it due to university responsibilities.
- Been offered Restaurant manager at McDonald's, but had to decline due to being a full-time university student.
Languages
Tagalog
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
McDonald's
02.2020 - 02.2025
Crew Coach
McDonald's
02.2020 - 02.2025
Bachelor of Commerce - Finance, Accounting
University of Newcastle
High School Diploma -
Parkes High School
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