Emily Norman
Dernancourt,Australia
Summary
A highly motivated and adaptable professional with a diverse background in customer service, administrative support, and team management across high-end environments. With proven experience in roles such as reception, operations management, and report writing, I bring a strong foundation in problem-solving, communication, and attention to detail. Though my experience is still evolving, I am committed to continuous learning and growth, seeking opportunities to refine my skills and take on greater responsibilities. Known for my ability to quickly learn new systems, handle diverse tasks with efficiency, and provide exceptional service to clients, I am confident in my ability to thrive in dynamic and high-pressure environments with the right guidance and support. As a presentable and polished individual, I am well-suited for high-end roles where professionalism and appearance are paramount.
Overview
9
9
years of professional experience
Work History
Executive Receptionist
Mercedes Benz
Mile End
08.2024 - 11.2024
- Provided high-caliber reception and customer service in a luxury automotive environment, welcoming clients with professionalism and attentiveness
- Managed front desk operations efficiently, ensuring smooth daily operations and exceptional client experiences
- Coordinated appointments and schedules, optimizing time management for both clients and the service team
- Supported client inquiries and addressed concerns promptly, contributing to a seamless brand experience
- Developed a strong understanding of Mercedes-Benz's service standards, fostering positive first impressions for high-profile clientele
- Proactively identified and resolved issues, ensuring client satisfaction and enhancing overall service delivery
- Entered and maintained client data accurately, ensuring up-to-date records and efficient information retrieval
- Answered incoming phone calls with professionalism, managing challenging clients and calls from individuals with language barriers, while maintaining composure and courtesy
Operations Manager
Farmhouse Bakery
Holden Hill
09.2017 - 07.2024
- Led a high-performing team in a premium bakery environment for seven years, overseeing daily operations and ensuring the smooth workflow of all bakery functions
- Directed staff training and development, fostering a culture of excellence to maintain exceptional quality control and service standards
- Monitored operational performance, ensuring all processes met company standards for quality, efficiency, and customer satisfaction
- Directed customer service initiatives to enhance the guest experience and build loyal clientele, resulting in increased customer retention
- Managed inventory, vendor relations, and cost controls, maximizing operational efficiency and profitability
- Developed strategies for seasonal product launches, promotional events, and customer engagement, contributing to sustained business growth
- Cultivated a positive work culture, mentoring staff and resolving conflicts to enhance team synergy, leading to improved operational efficiency
Front Desk Concierge | Hospitality Manager
Adelaide Granada Motor Inn
Glenunga
08.2016 - 09.2017
- Independently managed 50+ rooms, overseeing daily operations to ensure seamless guest experiences and efficient room turnover
- Welcomed guests and handled check-ins/outs, ensuring smooth and personalized service by issuing keys and providing necessary information
- Processed payments through various methods, including cash, EFTPOS, and online transactions, ensuring accuracy and security in financial operations
- Utilized Microsoft Word, Excel, and Outlook, effectively managing correspondence, data, and documentation for operational efficiency
- Addressed and resolved guest queries, issues, and complaints with professionalism and a focus on customer satisfaction, ensuring a positive experience
Administrative Operations Associate | Analytical Reporting Specialist
Intertek
Wingfield
11.2015 - 08.2016
- Compiled and drafted detailed reports based on product testing, inspections, and certifications, ensuring accuracy and compliance with industry standards
- Performed data entry and maintained accurate records, supporting the administrative team with precise and up-to-date information
- Collaborated with cross-functional teams to streamline data processing and ensure timely submission of reports
- Reviewed and proofread documentation, ensuring all reports were clear, concise, and met high-quality standards
- Handled confidential information with discretion and professionalism, adhering to company protocols for data protection
- Assisted in the coordination of administrative tasks, supporting the team in maintaining smooth and efficient operations
- Utilized software and database systems to track and manage testing and certification processes, ensuring efficient workflows
Luxury Events Server
Inglewood Inn
Inglewood
- Provided exceptional service in high-end private events, weddings, and exclusive dining areas, ensuring a seamless and memorable experience for guests
- Managed VIP requests, coordinated with event staff, and upheld the restaurant's standards of professionalism and quality
Education
Certificate III in Beauty Services -
One On One Nail Tuition
Torrensville10.2021
YEAR 12 SACE -
Banksia Park International High School
Banksia Park, SA11.2015
Some College (No Degree) -
Learning Online
Skills
Exceptional communication skills (verbal and written)
Time management and multitasking
Attention to detail and accuracy
Problem-solving and critical thinking
High-level discretion and confidentiality
Strong work ethic and initiative
Adaptability in fast-paced environments
Customer service excellence
Team collaboration and leadership
Conflict resolution
Decision-making and judgment skills
Authentic, kind and approachable nature
References
Matt Sandercock | Mercedes Benz
0413 565 787
Paul Mencel | Farmhouse Bakery
0417 870 056
Tabitha Robinson | Personal
0407 772 777
Timeline
Executive Receptionist
Mercedes Benz
08.2024 - 11.2024
Operations Manager
Farmhouse Bakery
09.2017 - 07.2024
Front Desk Concierge | Hospitality Manager
Adelaide Granada Motor Inn
08.2016 - 09.2017
Administrative Operations Associate | Analytical Reporting Specialist
Intertek
11.2015 - 08.2016
Luxury Events Server
Inglewood Inn
Certificate III in Beauty Services -
One On One Nail Tuition
YEAR 12 SACE -
Banksia Park International High School
Some College (No Degree) -
Learning Online
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