Daphne Guillot
Office Manager
Mona Vale,NSW
Summary
Drawing from a strong background in providing high-level clerical and administrative support, I've garnered extensive leadership experience in managing teams within small to medium-sized organisations. In my role as a concierge, I not only lead a team but also serve as the primary point of contact for customers entering the center. Over the span of more than a decade in customer service, I've developed a keen ability to de-escalate challenging situations. My tenure in the fast-paced environment of Service NSW has equipped me with valuable skills that I believe would be highly beneficial to your team at Legal Aid. I'm eager to further my career and excited about the opportunity to join Legal Aid on this journey."My goal is to contribute my experience and skills to your team.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Concierge
Service NSW
10.2023 - Current
- Coaching supporting and developing team with goal of continuous growth and skill improvement
- Handling customer complaints efficiently, handling cases escalated by representatives to resolve issues as necessary
- Proactively driving the advancement and completion of individual and team/unit tasks, demonstrating initiative in meeting objectives
- Delegating and operating within designated authority levels, ensuring adherence to established guidelines
- Recognizing opportunities for cross-functional collaboration with other teams/units
- Contributing to issue resolution and fostering the enhancement of processes and approaches to work
- Offering leadership, training, and support to optimize customer outcomes
- Cultivating a positive and effective working environment
- Developing service center rosters strategically, considering budget constraints, staff skills, and availability while accounting for peak periods to optimize resource allocation and enhance operational efficiency.
Customer Service Representative
Service NSW
04.2022 - Current
- Offering advice and assistance to customers, paying attention to special needs or wants
- Updating account information to maintain customer records
- Actively listening to customers, handle concerns quickly and escalate major issues to supervisor
- Clarifying customer issues and determine root cause of problems to resolve service complaints
- Maintaining up-to-date knowledge of policies and service changes
- Answering customers promptly to reduce wait times
- Assisting teammates in developing skills necessary to grasp application concepts through compliance activities and the Quality Control Framework
- Assisting with day-to-day operations, working efficiently and productively with all team members
- Conducting meticulous work checks, ensuring quality standards and proactively identifying errors
- Providing coaching on errors found in work checking to enhance team members' skills.
Digital Service Representative
Service NSW
01.2021 - 04.2022
- Helping customers navigate and perform transactions through their Service NSW account
- Process Dine and Discover applications and RSA competency card through Unify application
- Promoting the digital space to the clients visiting the centre
- Ensuring customers have the required paperwork
- Working closely with team members to reach the target set by the team leader
- Assisting customers with online transactions such as National Park pass, Working with Children Check applications and renewals, paying and reviewing penalty fines and applying for certificates through NSW Registry of Births, Deaths and Marriages
- Quickly learning new skills and applying them to daily tasks, improving efficiency and productivity.
Cafe Manager
Armchair Collective
01.2020 - 01.2022
- Ability to communicate effectively with staff members and diverse groups of people within the café
- Managing a team of 10 employees
- Maintaining a clean and organized environment, conducive to customer satisfaction
- Maintaining and updating employees' schedule
- Coordinating and purchasing of inventory for daily operation
- Selecting, interviewing and hiring new staff
- Ensuring that product quality and cafe standards are executed
- Increasing profit by upselling and building close relationship with our customers
- Ensuring health orders are followed during the Covid-19 pandemic
- Filling in for absent employees in any position in cafe, keeping operations efficient even when short-handed.
Volunteer Support Worker
Red Cross Refugee Services
01.2013 - 10.2013
- Helping with the resettlement of a newly arrived Bhutanese family
- Ensuring their home and essential services are setup
- Supporting the family with school enrolment, orientation, transport and services
- Encouraging the independence of the refugee family
- Recording the progress of the family by attending meetings and providing reports.
Guest Service Attendant
Peppers
01.2012 - 01.2013
- Communicating with different department to ensure relevant information is transferred
- Collecting room deposits, fees and payments
- Taking reservations over the phone and through email
- Recording guest information in a computer system and verifying details
- Assisting guests by providing information and directions to gift shop, dining areas and local attractions.
Canada Program Coordinator
BUNAC
01.2010 - 10.2011
- Answering queries over the phone about various work abroad programs BUNAC offered
- Working closely with the Canadian High Commission to ensure participants' documentation are in order before processing visas
- Providing participants with help and resources during their time on the Work Canada program
- Leading informative session about the program to prospect clients
- Using Microsoft Word and other software tools to create documents and other communications.
Quality Assurance Agent
Fido Solutions
04.2005 - 11.2009
- Acting as a quality keeper and respecting the code of ethics for quality assurance
- Shadowing agents to ensure they maintain the quality standard of the company
- Leading informative session about the constant updates of the quality department
- Working with different types of software and intranet as part of the operation system
- Recording meeting minutes
- Conducting employee audits to check production performance against process standards.
Education
Bachelor of Business - Hospitality Management, Business Management
William Blue, College of Hospitality Management - Sydney
02.2016 - 05.2019
Diploma of Community Service Work - Community Service
Tafe NSW - Northern Beaches Campus
02.2014 - 05.2016
Skills
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Timeline
Concierge
Service NSW
10.2023 - Current
Customer Service Representative
Service NSW
04.2022 - Current
Digital Service Representative
Service NSW
01.2021 - 04.2022
Cafe Manager
Armchair Collective
01.2020 - 01.2022
Bachelor of Business - Hospitality Management, Business Management
William Blue, College of Hospitality Management - Sydney
02.2016 - 05.2019
Diploma of Community Service Work - Community Service
Tafe NSW - Northern Beaches Campus
02.2014 - 05.2016
Volunteer Support Worker
Red Cross Refugee Services
01.2013 - 10.2013
Guest Service Attendant
Peppers
01.2012 - 01.2013
Canada Program Coordinator
BUNAC
01.2010 - 10.2011
Quality Assurance Agent
Fido Solutions
04.2005 - 11.2009
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