Charmaine Jones
Campbelltown,NSW
Summary
A proactive professional with a robust background in law interpretation and customer service seeks to contribute to meaningful solutions within a dynamic team. Committed to excellence in stakeholder engagement and complaint resolution, a strong ability to analyze data and provide insightful recommendations is offered. Passion for fostering positive workplace culture and developing less experienced staff aligns with the mission to provide exceptional services and support to the community.
Guest-oriented reservation agent with advanced customer service skills. Proficient in effectively managing daily correspondences and operational tasks to exceed customers' expectations. Friendly, organized and hardworking with strong computer skills.
Overview
22
22
years of professional experience
Work History
Reservations clerk
Federal Group
Launceston , TAS
10.2025 - Current
- Managed customer inquiries and reservations via phone and email.
- Coordinated booking changes and cancellations efficiently for guests.
- Utilized reservation systems to track and update customer information.
- Assisted guests with special requests to enhance their experience.
- Collaborated with hotel staff to ensure seamless service delivery.
- Resolved booking discrepancies promptly to maintain customer satisfaction.
- Provided information on hotel amenities and local attractions to guests.
- Processed customer payments for reservations over the phone.
- Kept accurate knowledge of types of rooms available at various resort locations.
- Resolved guest complaints by providing exceptional customer service.
- Assisted customers with special needs or requests such as room upgrades or late check-outs.
Housekeeping Room Attendant
Federal Group
Launceston , TAS
10.2025 - Current
- Cleaned and sanitized guest rooms to maintain high hygiene standards.
- Replenished supplies and amenities in guest rooms and common areas.
- Organized cleaning carts for efficient room servicing and maintenance.
- Collaborated with team members to streamline cleaning processes and workflows.
- Followed safety procedures while using cleaning chemicals and equipment.
- Maintained inventory of cleaning supplies to ensure availability during shifts.
- Cleaned guest rooms, including vacuuming carpets and dusting furniture.
- Sanitized bathrooms by scrubbing sinks, toilets, bathtubs, showers, floors, mirrors, walls and counters.
- Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Checked bathrooms, restocking towels, rugs and toiletries before guest check-in.
Assistant Manager
BP Brighton
Brighton, TAS
07.2024 - 06.2025
- Stock control and management
- Ensure that all staff deliver high quality customer service
- Supervise the department, ensuring efficient workflow
- Assist with the ordering, receiving, and stocking of products to maintain optimal inventory levels
- Ensure that the storerooms are adequately maintained in a clean manner, assuring stock rotation
- Ensure specified maintenance and cleaning routines are observed for all displaying and cleaning equipment and that all equipment is kept safe adhering to procedures
- Ensure cool room area is clean and all stock is stored correctly to minimise wastage and maintain stock control
- Support and supervise rostering schedules and priority of store commitments
- Ensure all equipment and work areas are clean, organised, and well-maintained at all times
- Support and contribute to positive workplace culture
- Support other store activities including ordering, training, displays, and inventory management
- Support safety, security and emergency procedures and policies
- Promote teamwork and demonstrate strong leadership
- Lead by example
Law Interpretation Officer
Australian Taxation Office
Hobart
11.2020 - 06.2024
- Complaint resolution
- Supervise staff within a work area
- Set work priorities and practices and monitor work flow and allocation within a team
- Monitor staff performance, set performance goals, identify underperformance and provide feedback
- Assist in contract management and administration
- Strong interpersonal skills
- Strong digital skills and exceptional with multiple databases and office software
- Prepare working papers, documentation and reports on specific assigned tasks
- Prepare correspondence and reports including emails and letters on routine and more complex matters
- Provide technical supervision of staff and oversee the work of junior staff as required
- Assist and coach less experienced employees, provide mentoring and coaching
- Provide training to lower level staff
- Assist in and support staffing processes
- Maintain appropriate records
- Provide advice and interpretation within technical or specialist area
- Gather evidence and analyse data with a view to forming opinions and making recommendations
- Undertake research, analyse, integrate and evaluate technical information
- Compassionate release of superannuation review department - informational based evidence - client engagement, multiple system use
- Policy procedure and law interpretation for client outcomes
- Understanding policy and procedure and relay of information prioritizing understanding to which best suits the customer and the stakeholder
- Meeting CHT targets, customer resolution, scheduled adherence, teamwork
- General enquiries to complex enquiries
- Delivering exceptional customer service
- International enquiries
- Data entry
- Update of web content, publish articles and content for stakeholders to live site
- Edit content
- Assist in content review projects
- Stakeholder communication
- Web publishing, updating content, content revision
- Stakeholder engagement
- Implement content for policy and procedure
Customer Service Representative
Australian Passport Information Services
10.2014 - 08.2020
- Meeting CHT targets, customer resolution, scheduled adherence
- Delivering exceptional customer service
- Stakeholder engagement
- Provide technical and complex assistance
- Provide service delivery support, advice on legislation, policy, procedure and programmes administered by the department
- International enquiries
- Data entry
- Appointment Booking
- Upgrading of accounts via phone or online assistance
- Processing payments
- Complaint resolution
- Customer privacy/security
- Provide service delivery support, including the provision of advice to customers on policy, procedure payments and contracts
Customer First Champion
Telstra Call Centre
Location
11.2012 - 05.2014
Site Manager
Bennetts Petroleum
Kempton
04.2004 - 05.2012
Skills
- Analyzing Data
- BGP
- Gmail
- Reservation system management
- Data entry accuracy
- Booking modifications
- Payment processing
- Customer service excellence
- Team collaboration
- Conflict resolution
- Time management
- Hygiene standards compliance
- Effective communication
- Inventory management
- Training and mentoring
- Cost planning
- Telephone reception
- Travel reservations
- Production leadership
- Hotel accomodations
- Schedule maintenance
- Call control
- Sales
- Customer reservations
- Phone etiquette
- Reservation software
- Record preparation
Accomplishments
- Reduced complaint resolution time by 30% within one year.
- Supervised a team of 10 officers, improving workflow efficiency by 20%.
- Achieved 95% customer satisfaction rate in passport service inquiries.
- Successfully implemented content updates, increasing site visits by 15%.
Languages
English, Advanced
Timeline
Reservations clerk
Federal Group
10.2025 - Current
Housekeeping Room Attendant
Federal Group
10.2025 - Current
Assistant Manager
BP Brighton
07.2024 - 06.2025
Law Interpretation Officer
Australian Taxation Office
11.2020 - 06.2024
Customer Service Representative
Australian Passport Information Services
10.2014 - 08.2020
Customer First Champion
Telstra Call Centre
11.2012 - 05.2014
Site Manager
Bennetts Petroleum
04.2004 - 05.2012