Carly Grant
KIRRAWEE,NSW
Summary
I have a professional and enthusiastic attitude with extensive experience in customer service and have strong work ethics that I wish to bring to any team. I am a very goal orientated and always have a bigger picture in mind. I feel with my excellent, punctuality and management skills if given the opportunity, I believe I will be an asset to your highly professional organisation Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
15
15
years of professional experience
Work History
Concierge
Service NSW
02.2016 - Current
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Experience in working in a Service Centre with knowledge of core products, policies and procedures
- Fully competent customer service representative in all areas of transacting on behalf of our government agencies.
- Effectively lead a team in a high-volume environment with the ability to drive change in the workplace and create a positive outcome for customers.
- Ability to coach, train and mentor employees to enable them to achieve individual and organisational goals
- Act as the escalation point for customer complaints, resolve and document the complaints as per processes and standards and escalate and follow up unresolved issues.
- MIS/GLS report checking
- Actioning emails and phone enquires
- Kronos Management
Flight Attendant
Qantas Airways
03.2009 - 09.2012
- Ensured safety and comfort of customers onboard aircraft.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Resolved passenger conflicts and medical emergencies during flights.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Ensure the aircraft equipment is serviceable and any defects are reported
- Inform passengers on emergency and safety procedures
- Respond effectively and efficiently to any situation requiring emergency and safety procedures
- Thoroughly conversant with acts in accordance with, all relevant company operating manuals
- Ensure the safety of passengers during all phases of flight.
- Manage procedures during an emergency in accordance with the operating manuals and instructions from the pilot in command
- Executive charter flights
Education
High School Diploma -
Warilla High School
Barrack Heights, NSW12.1999
Skills
- Quality Assurance
- NSW Justice of the Peace
- 2022 - working with Children check
- 2008 Senior First Aid Certificate
- Certificate 3 in Travel and Tourism Certificate II Retail operations
- Administrative Support
- Travel Coordination
- Policy and Procedure Adherence
- Conflict Resolution
- Social Media Networking
- Customer Service
- Training and Mentoring
- Team Supervision
Timeline
Concierge
Service NSW
02.2016 - Current
Flight Attendant
Qantas Airways
03.2009 - 09.2012
High School Diploma -
Warilla High School
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