CASSANDRA WATSON
Yandina
Summary
Knowledgeable and dedicated customer service professional with extensive experience in a range of industries including retail, hospitality, contact centres and most recently the banking industry. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Member Experience Officer
Heritage Bank
07.2022 - Current
- Accurately processed customer transactions promptly and efficiently minimising wait times
- Maintained in-depth knowledge of bank products and services to provide appropriate suggestions to customers
- Learned about customers financial needs, established trust and optimised sales opportunities for banking products and services to new and existing customers including new accounts, insurance and lending products
- Consistently work towards and achieve monthly KPI’s as an individual as well as a team for the branch across a range of products and services
- Maintained accurate and confidential records of customer transactions in line with bank procedures
- Completed highly accurate, high volume money counts via both manual and machine driven approaches including daily reconciliation and ATM balancing
Bartender
Yandina Hotel
03.2021 - 06.2022
- Following opening and closing procedures on a daily basis
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift
- Prepared and served drinks in a timely manner alongside delivering meals and clearing tables to keep customer areas fresh and clear of debris
- Maintained high standards of customer service by staying up to date on bar and menu options and providing effective recommendations for patrons
- Adhered to state laws regarding alcoholic beverage services and customer regulations
- General tidying within the bar including polishing of glasses, keeping fridges well stocked and washing of glassware
- Training of staff within the bar, bistro and gaming areas of the hotel
Bartender
Albert Hotel
07.2020 - 01.2021
- Prepared and served drinks in a timely matter
- Adhered to state law for the Responsible Service of Alcohol
- Applied excellent multitasking abilities to handle customer, team and business needs while avoiding unnecessary delays or errors
- Kept fridges well stocked, washed and polished glasses, delivered meals and cleared tables to keep customer areas clean
Visa Processing Consultant
CIBT Visas
04.2019 - 12.2020
- Assisted and supported customers with their visa applications via phone, email and in office
- Maintained extensive knowledge of products and services to ensure customers have the best possible experience and are not impacted negatively when travelling by visa/entry requirements
- Entered accurate customer information into internal software to document customer interactions
- Kept physical files and digitised records organised for easy updating and retrieval by authorised staff members
- Performed wide-ranging administrative tasks including filing, scanning, printing and compiling data into spreadsheets
Customer Contact Centre Consultant
CIBT Visas
02.2014 - 04.2019
- Handled on average 80-120 calls daily and in doing so delivered an exceptional level of service to each customer by answering questions regarding the application process, expected delivery timeframes from couriers and applications in progress
- Provided accurate responses to enquiries by maintaining advanced product knowledge
- Entered customer interactions into internal software to track requests, document problems and record solutions offered
Customer Contact Centre Consultant
RACQ
12.2012 - 01.2014
- Assisted 45 customers daily on average via telephone and email with quotes and subsequent sales for car hire, travel insurance, P&O cruises, Princess cruises, QLD rail and The Ghan rail trips
- Delivered exceptional customer service to every customer by maintaining extensive knowledge of products and services and creating welcoming and positive experiences
- Adhered to company policies and scripts to consistently achieve call-times and quality standards
- Entered accurate customer information into internal software to document customer interactions
Assistant Store Manager
Exposure
05.2010 - 01.2012
- Assist customers with merchandise and maintain positive customer relationships by responding quickly to customer service enquiries
- Replenished stock on the sales floor and rotated the merchandise and displays to feature new products and promotions on a weekly basis
- Participated in yearly stocktake with the stores team outside of hours to ensure accuracy
- Managed opening and closing procedures including reconciling daily sales transactions to balance and log day to day revenue
- Supported loss prevention goals by maintaining accurate drawers and monitoring shoppers behaviour
Retail Sales Assistant
QBD
08.2012 - 12.2012
- Assisted customers with prompt and polite support in-person and via telephone
- Unpack boxes of merchandise and organised onto the sales floor in appropriate areas. Remaining stock was organised in the back area accordingly
- Participate in yearly stocktakes
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Used POS system to process sales and gift card activation
- Organised store merchandise racks and displays to promote and maintain visually appealing environments
Education
RMLV Certificate -
Academy Hospitality Australia
2022
Statement Of Attainment - Provide Responsible Service of Alcohol
Clear To Work
2020
Statement Of Attainment - Provide Responsible Gambling Service
Clear To Work
2020
Certificate II - Retail Travel Sales
Flight Centre Travel Academy
2012
Certificate IV - Beauty Therapy
TAFE QLD
2006
Skills
- Clear and effective communication
- Highly reliable
- Engaging personality
- Ability to multi task
Certification
Statement of Attainment - TAFE QLD - November 2020
BSBMED301 - Interpret and apply medical terminology appropriately
Statement of Attainment - TAFE QLD - October 2020
CHCOOM005 - Communicate and work in health or community services
CHCDIV001 - Work with diverse people
HLTWHS001 - Participate in workplace health and safety
HLTINF0001 - Comply with infection prevention and control policies and procedures
Certificate of Achievement - Hand Hygiene Australia - July 2020
Hand Hygiene Medical Online Learning Module
References
References available on request
Timeline
Senior Member Experience Officer
Heritage Bank
07.2022 - Current
Bartender
Yandina Hotel
03.2021 - 06.2022
Bartender
Albert Hotel
07.2020 - 01.2021
Visa Processing Consultant
CIBT Visas
04.2019 - 12.2020
Customer Contact Centre Consultant
CIBT Visas
02.2014 - 04.2019
Customer Contact Centre Consultant
RACQ
12.2012 - 01.2014
Retail Sales Assistant
QBD
08.2012 - 12.2012
Assistant Store Manager
Exposure
05.2010 - 01.2012
RMLV Certificate -
Academy Hospitality Australia
Statement Of Attainment - Provide Responsible Service of Alcohol
Clear To Work
Statement Of Attainment - Provide Responsible Gambling Service
Clear To Work
Certificate II - Retail Travel Sales
Flight Centre Travel Academy
Certificate IV - Beauty Therapy
TAFE QLD
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