Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Deah Pascual

Baldivis,Australia

Summary

I have over 5 years of customer service experience, including 4+ years in hospitality and hotel settings and more than 1 year in a high-volume call centre. I am seeking a challenging role that will allow me to further develop my skills, contribute to organisational success, and continue growing both professionally and personally.

Overview

5
5
years of professional experience

Work History

Customer Service Officer

TSA Group—Services Australia (Services Australia: Centrelink & MyGov Helpdesk)
03.2024 - Current
  • Act as first point of contact for a wide range of enquiries, managing high volumes of inbound calls and assisting customers with sensitive and complex issues.
  • Deliver exceptional customer service by listening attentively, responding courteously, and ensuring accurate and timely resolutions.
  • Verify customer identities, assess requests, and escalate urgent or emergency issues in line with strict compliance, privacy, and security protocols.
  • Record, update, and maintain accurate data across multiple systems to support case management, reporting, and policy adherence.
  • Manage competing priorities in a fast-paced, KPI-driven environment while meeting strict service level targets.

Wait Staff

Crown Perth
09.2021 - 12.2023
  • Delivered high-quality customer service in a fast-paced, high-volume hospitality environment, consistently ensuring a positive guest experience.
  • Welcomed and supported customers by promptly addressing questions, concerns, and service needs with a focus on customer satisfaction.
  • Accurately processed orders, payments, and special requests while maintaining attention to detail under pressure.
  • Coordinated with kitchen and bar teams to ensure seamless service delivery and efficient workflows.
  • Handled multiple tasks simultaneously, prioritising competing demands during peak service times.

Food and Beverage Attendant

The Ritz-Carlton, Perth
03.2022 - 05.2022
  • Delivered premium customer service to high-end clientele, consistently providing personalised, attentive, and professional support in line with luxury brand standards.
  • Applied problem-solving skills to manage unexpected challenges such as special dietary requirements, last-minute changes, or service delays.
  • Anticipated guest needs and resolved issues quickly, escalating complex concerns to supervisors where appropriate to maintain service excellence.
  • Contributed to a supportive team culture by assisting colleagues during peak service periods and maintaining clear communication across departments.
  • Maintained professionalism and composure in high-pressure situations, ensuring guest satisfaction even during challenging or escalated interactions.

Business Development Representative

AIESEC Australia
08.2020 - 12.2020
  • Built and maintained relationships with partner organisations, universities, and student groups by communicating value propositions clearly and persuasively.
  • Maintained accurate records of outreach, partnership agreements, and project progress to support reporting and accountability.
  • Adapted communication style for diverse stakeholders, including students, business leaders, and community organisations, to ensure strong engagement and lasting relationships.
  • Supported colleagues by sharing insights, coordinating outreach strategies, and ensuring alignment of goals across teams.
  • Served as the first point of contact for prospective partners, responding to enquiries and tailoring solutions to meet organisational needs.

Education

Bachelor of Commerce - International Business Major

Curtin University
Bentley, WA
02.2024

Skills

    Core skills

  • Customer Service
  • Verbal & Written Communication
  • Conflict Resolution & Complaint Handling
  • Problem-Solving & Escalation Management
  • Teamwork & Cross-Department Collaboration
  • Time Management & Multi-tasking
  • Resilience Under Pressure
  • Data Entry & Information Management
  • Attention to Detail & Accuracy
  • Workflow Coordination & Scheduling
  • KPI & Performance Target Achievement

    • Technical Skills

  • Microsoft Office Suite (Word, Excel, Outlook)
  • CRM & Call Centre Systems (eg SAP, Genesys, Customer First)
  • Digital Communication Tools (Email, Social Media)

Languages

English
Native or Bilingual
Filipino (Tagalog)
Native or Bilingual
Japanese
Elementary

Timeline

Customer Service Officer

TSA Group—Services Australia (Services Australia: Centrelink & MyGov Helpdesk)
03.2024 - Current

Food and Beverage Attendant

The Ritz-Carlton, Perth
03.2022 - 05.2022

Wait Staff

Crown Perth
09.2021 - 12.2023

Business Development Representative

AIESEC Australia
08.2020 - 12.2020

Bachelor of Commerce - International Business Major

Curtin University

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Deah Pascual