CARA WOOD
Summary
Customer service processional experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Bankwest
03.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Manage end to end customer account opening processes, ensuring strict adherence to AML/KYC/FATCA, and other regulatory compliance requirements.
- Process credit card applications assessing eligibility in line with lending criteria and risk policies.
- Liaise closely with risk and compliance teams to identify and mitigate potential red flags during customer onboarding.
- Provide empathetic and tailored support to customers in vulnerable situations ensuring a respectful and solution focused approach.
- Process and assess customer documentation (e.g. payslips, ID, financial statements) to ensure accuracy with internal credit and verification policies.
- Manage ad action shared inboxes, triaging and prioritising tasks to meet service level agreements and workflow deadlines.
- Liaise with customers to obtain missing or unclear information, ensuring all applications are complete and compliant.
Operations Manager, Customer Experience
Gordo Group Of Cafes
06.2023 - Current
- Improved customer satisfaction ratings by implementing new training programs for staff.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Developed and managed budgets, effectively reducing operational costs while maintaining quality service.
- Led cross-functional teams to drive process improvements and achieve business objectives.
- Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.
- Managed inventory levels, reducing stock shortages while minimizing excess inventory costs.
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Enhanced customer satisfaction with excellent communication, problem-solving skills, and timely resolution of issues.
- Managed staff scheduling, hiring, and training to ensure a high level of service quality at all times.
- Conducted regular venue maintenance checks and oversaw repairs as needed, maintaining a safe and visually appealing environment for guests.
- Maintained updated knowledge of industry trends, competitor offerings, and market demands to inform strategic decisions about future event offerings at the venue.
- Maximized cost-effectiveness by complying with budget, labor and revenue benchmarks.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
Venue Manager
Mary Street Bakery
02.2020 - 05.2023
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Developed unique events and special promotions to drive sales.
- Oversaw inventory control practices, reducing waste and maintaining optimal stock levels.
- Coordinated special events and promotions, drawing in new customers and increasing revenue.
- Implemented staff training programs to improve service quality and increase employee knowledge of food safety standards.
- Conducted regular performance evaluations, providing constructive feedback for professional growth.
- Collaborated with management team on marketing initiatives to boost brand awareness and attract new clientele.
- Assisted restaurant manager in financial duties such as budgeting, forecasting, expense tracking, and payroll administration.
Supervisor
Chinta Cafe
03.2019 - 01.2020
Assistant Restaurant Manager
Grill'd
03.2016 - 02.2019
Education
High School Diploma -
Wanneroo Senior High School
Wanneroo, WASkills
- Credit & Lending Support
- Administrative Support
- Customer Service Excellence
- Compliance & Risk Awareness
- Communication & Interpersonal Skills
- Team Leadership & Training
- Organizational skills
- Process Improvement & Efficiency
Certification
RG146 Accreditation
Timeline
Customer Support Specialist
Bankwest
03.2024 - Current
Operations Manager, Customer Experience
Gordo Group Of Cafes
06.2023 - Current
Venue Manager
Mary Street Bakery
02.2020 - 05.2023
Supervisor
Chinta Cafe
03.2019 - 01.2020
Assistant Restaurant Manager
Grill'd
03.2016 - 02.2019
High School Diploma -
Wanneroo Senior High School
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