COLE RENETI
Melbourne
Summary
Experienced customer service professional with a strong background in the tourism and hospitality industries, boasting over 5 years of expertise. Thrives in team environments, demonstrates outgoing personality, and excels independently at a high level. Focuses on personalized customer interactions to establish strong connections and provide exceptional experiences. Quick learner by nature, driven to acquire knowledge from diverse sources to apply in daily work life.
Overview
12
12
years of professional experience
Work History
Service Retention Specialist
BMW South Yarra
10.2024 - Current
- Enhanced customer loyalty by developing personalized retention strategies.
- Resolved customer issues to boost satisfaction and retention rates.
- Increased client engagement with targeted communication initiatives.
- Strengthened long-term relationships by addressing client needs proactively.
- Analyzed feedback to improve service offerings and increase customer retention.
Customer Experience Specialist
Trade Me Property
03.2022 - 09.2024
- Managed a high workload across different fields including email and phone-based assistance
- Assisted where possible in the office and ensure the positive workplace atmosphere is constantly maintained
- Educated customers on product knowledge to ensure the best products are recommended
- Built in depth relationships in the workplace and with customers to ensure optimal customer experience
- Ran an in-depth relationship building project between our sales and customer support team to ensure the customer was getting the most consistent, and streamlined service possible while optimising our own internal team environment
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
Hospitality Attendant
Bluebridge Ferries
09.2020 - 01.2021
- Assisted with boarding and check in procedures for passengers
- Ensured customers had a positive experience on board by providing constant and attentive service
- Assisted with cabin arrangement and cleaning/sanitising areas for new passengers
- Completed stocktake to ensure all supplies were up to date and stocked onboard
- Collaborated with team members to effectively manage guest reservations and accommodations.
Front of House/Barista
Javaman Cafe
02.2020 - 06.2020
- Prepared over 50 beverages per hour during busy periods
- Delighted customers by maintaining shop atmosphere and delivering exceptional service
- Supported back-of-house staff as needed, exemplifying strong teamwork capabilities within the workplace setting.
- Helped customers select items with good listening skills and expert menu knowledge
- Completed high volume of work by taking initiative to stay on top of cleaning and restocking demands
Tour Guide
White Island Tours
10.2017 - 12.2019
- Basic boat and sea knowledge
- Guided patrons on sightseeing tours, detailing pertinent information to enhance experience
- Trained junior team members and mentored on important procedures
- Developed and maintained productive internal and external relationships
Cafe Assistant
Ohope beach Top 10 Holiday Park
10.2016 - 02.2017
- Involved the processing of food orders in a very high-pressure environment
- Barista experience with the making of 100-200 coffees per day
- Food handling skills
- Preparation of food including the use of a grill and deep fryer
Juice/Smoothie Maker
Soul Organics
01.2013 - 11.2016
- Read and understood the production orders to complete accurate work and minimize wasted resources
- Involved basic checkout operator skills
- Involved making coffees and juices to order while providing information in regards to the health and nutritional value of the products we were selling
Education
Bachelor of Business - Tourism and Hospitality
University of Waikato
04.2020
High School -
Trident High School
12.2016
Skills
- Confidence
- Energetic
- Customer service
- Time management
- Flexible
- Ability to work well in a team environment
- Relationship building
- Conflict resolution
- Client engagement
References
- Tramel Edelsten, Javaman Cafe, cafe@javamancafe.co.nz, 021528292
- Paul Kingi, White Island Tours, 0276767059
- Christy O'brien, Trade Me Property, 0273253971
Timeline
Service Retention Specialist
BMW South Yarra
10.2024 - Current
Customer Experience Specialist
Trade Me Property
03.2022 - 09.2024
Hospitality Attendant
Bluebridge Ferries
09.2020 - 01.2021
Front of House/Barista
Javaman Cafe
02.2020 - 06.2020
Tour Guide
White Island Tours
10.2017 - 12.2019
Cafe Assistant
Ohope beach Top 10 Holiday Park
10.2016 - 02.2017
Juice/Smoothie Maker
Soul Organics
01.2013 - 11.2016
High School -
Trident High School
Bachelor of Business - Tourism and Hospitality
University of Waikato
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