Charlotte Woolsey
Sydney,Australia
Summary
I am currently a Service Leader at Club Parramatta with retail and hospitality front line experience in people management, training and development, improving customer experience, resolving complex issues and ensuring compliance with People policies. With my degree qualifications in Business and Psychology, I recently took up an additional opportunity within the business as a People and Purpose Assistant for personal development, and to support my career goal of working in the People and Culture function of a great business.
Overview
5
5
years of professional experience
Work History
Service Leader
Club Parramatta
Sydney, Australia
08.2024 - Current
- Supervise a rotating team of Customer Service Attendants in a high-volume hospitality environment.
- Responsible for money handling and banking across entire venue
- Conducted opening and closing duties to maintain smooth operations.
- Resolved escalated issues and complex customer requests to satisfy customer needs.
- Collaborated with management and staff to develop new menu items and promotional activity.
- Delivered exceptional customer service by greeting patrons and addressing inquiries promptly.
- Conducted regular training sessions to promote collaboration and continuous improvement among staff.
People and Purpose Assistant
CHRG
Sydney, Australia
02.2025 - 05.2025
- Executed talent management, employee engagement, and organisational development initiatives for People & Purpose team.
- Coordinated recruitment, onboarding, and training activities across the team.
- Managed tracking of employee performance and development plans to support career growth.
- Implemented employee wellbeing initiatives and enhanced internal communications for improved experience.
- Conducted employee feedback meetings and surveys to assess satisfaction and alignment.
- Supported the team with reports and analytics to drive data-driven decision-making.
Customer Service Attendant
Club Parramatta
Sydney, Australia
01.2023 - 08.2024
- Rotated through bar, gaming, and front desk areas, enhancing operational processes and customer experience.
- Delivered exceptional service in a high-volume environment, maintaining professionalism and approachability.
- Resolved customer inquiries efficiently, strengthening conflict resolution and interpersonal communication skills.
- Managed cash transactions and upheld health and safety compliance, ensuring a safe and enjoyable environment.
Workforce Coordinator
Disability Services Australia
Sydney, Australia
10.2022 - 01.2023
- Staff Scheduling & Shift Management: Created and maintained employee schedules for staff across over 30 sites to ensure optimal staffing levels based on operational requirements, while balancing employee availability, and adhering to labor laws. Ensured minimal scheduling conflicts and overtime costs by using an efficient system in place.
- Workforce Planning & Forecasting: Assessed business needs to forecast staffing requirements during the Christmas and New Year’s period.
- Communication and Team Support: Served as the primary point of contact between support workers and management, addressing concerns and conflicts.
- Compliance and Policy Enforcement: Enforced relevant company policies, adherence to legislation, and health and safety rules.
Supervisor
Priceline
Rouse Hill, Australia
07.2022 - 10.2022
- Oversee day-to-day operations: prioritize tasks, distribute the workload among team members, and solve problems in real time to maintain efficiency and the quality of the service.
- Handle escalations from customers or complex cases, and resolve them efficiently, while ensuring a positive customer experience.
- Delegated tasks to team members according to individual strengths.
- Worked closely with upper management to develop strategies for improving operational efficiency within the department.
- Communicated employee, customer, and workplace needs to managers.
Sales Assistant
Priceline
Rouse Hill, Australia
10.2020 - 07.2022
- Assisted in store merchandising, stocking shelves, and setting up displays.
- Arranged store products on shelves and promotional displays.
- Provided strong customer service by greeting and building relationships with customers.
- Assisted customers with item returns and payment refunds.
- Maintained knowledge of company products and services to make informed recommendations to clients.
- I answered client questions and concerns, and escalated larger problems to managers.
Education
Bachelor of Business Administration -
Macquarie University
Sydney, NSW10.2024
Bachelor of Psychology -
Macquarie University
Sydney, NSW10-2024
High School Diploma -
CASTLE HILL HIGH SCHOOL
Sydney09.2019
Skills
- People management
- Work planning and prioritisation
- Training and development
- Administrative assistance
- HR policies compliance
- Microsoft Office Suite
Awards
- Nomination for Judyth Sachs PACE Prize
- Department of Management Prize for the Highest Achiever in a Unit of Study: MGMT3060 PACE Business Project
Accomplishments
- Excellence Award Club Parramatta
References
References available upon request.
Timeline
People and Purpose Assistant
CHRG
02.2025 - 05.2025
Service Leader
Club Parramatta
08.2024 - Current
Customer Service Attendant
Club Parramatta
01.2023 - 08.2024
Workforce Coordinator
Disability Services Australia
10.2022 - 01.2023
Supervisor
Priceline
07.2022 - 10.2022
Sales Assistant
Priceline
10.2020 - 07.2022
Bachelor of Business Administration -
Macquarie University
Bachelor of Psychology -
Macquarie University
High School Diploma -
CASTLE HILL HIGH SCHOOL
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