Deborah Butler
Casino,NSW
Summary
Driven Hospitality Specialist with talent for maintaining customer satisfaction while assisting with reservations and special requests. Successful in helping customers plan special events through exceptional industry knowledge and catered recommendations for venues and vendors. Flexible with upbeat demeanor and commitment to client satisfaction.
Overview
13
13
years of professional experience
Work History
Hospitality Team Member and Office Work
Ash's Cafe And Holiday Units
Karumba, Queensland
04.2015 - 11.2022
- Responded to over [Number] telephone calls per day to provide information regarding reservations and room vacancies.
- Collaborated with maintenance, housekeeping and security teams to resolve requests and issues efficiently.
- Used [Software] to record guests' check-ins and check-outs.
- Collaborated with various team members to meet guests' requests.
- Sourced, selected and negotiated with vendors and suppliers, saving $[Amount] across prior year.
- Greeted and assisted [Number] guests every day and gathered information about each reservation.
- Increased customer service ratings significantly through personable service.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Kept accounts in balance and ran daily reports to verify totals.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
Customer Contact Specialist
AAMI Insurance
Brisbane, Queensland
09.2005 - 02.2007
- Provided excellent customer service and provided answers to client questions within set standards.
- Utilized inbound and outbound telephone techniques to solidify and build client relationships.
- Worked with multiple screens and programs to resolve customer issues.
- Interpreted contracts and communicated terms and conditions.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Effectively communicated with customers about account changes, new [Type] products or services and potential [Type] upgrades.
- Promoted available products and services to customers during service, account management and order calls.
- Assessed caller accounts to determine [Type] benefits, identify service needs and resolve issues.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and backed up other customer service managers.
- Increased efficiency and team productivity by promoting operational best practices.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction [Number]%.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided ongoing guest service.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Risk Management Officer
AAMI
Brisbane, QLD
09.2005 - 02.2007
- Applied subject matter expertise and industry knowledge to provide independent oversight to operational risk management activities.
- Produced and analyzed scorecards and other performance management tools to identify and mitigate risk exposure and monitor progress towards stated project goals.
- Engaged in complex data analytics, quality assurance and database management to quantify and substantiate observations and lend credence to proposed operational enhancements.
- Fostered productive business partnerships with team members and outside representatives to benefit personal understanding of risk factors and strengthen influence through positive reputation.
Receptionist Clerk
Bryan Byrt Ford
Brisbane, QLD
05.2003 - 09.2005
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Managed multiple tasks and met time-sensitive deadlines.
- Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
- Aggregated and prepared documentation and reports for office meetings, distribution and filing.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Responded to inquiries from callers seeking information.
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
Education
Secretarial Studies -
Casion Technical College
Casino, NSW11.1980
High School Diploma -
Casino High School
Casino, NSW11.1979
Skills
- Teamwork and Collaboration
- Trained new team members in areas such as [Skill] and [Technique] and delivered critical feedback to enhance and improve performance
- Advised team members on appropriate testing actions and decisions
- Teamwork and flexibility
- Teamwork and contribution
- Leadership and teamwork
- Networking and relationship building
Timeline
Hospitality Team Member and Office Work
Ash's Cafe And Holiday Units
04.2015 - 11.2022
Customer Contact Specialist
AAMI Insurance
09.2005 - 02.2007
Risk Management Officer
AAMI
09.2005 - 02.2007
Receptionist Clerk
Bryan Byrt Ford
05.2003 - 09.2005
Secretarial Studies -
Casion Technical College
High School Diploma -
Casino High School