Emma Duce
Brisbane,QLD
Summary
Personable and dedicated Customer Service Representative with extensive experience in training, task based priorities and working with a diverse range of people. Team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Directs and enhances team operations with motivational leadership and problem-solving abilities. Experienced in adapting based to maximize team success. Previously experience in developing and implementing successful recruitment strategies to attract and retain highly skilled athletes. Whilst also committing to a team with high intensity training at a highly competitive level. Avid learner, completing a double degree at Queensland University of Technology.
Overview
10
10
years of professional experience
Work History
People & Engagement Support Officer
Orange Sky
Brisbane, QLD
10.2023 - Current
- Maintained accurate records related to personnel files, payroll, etc. in compliance with applicable laws and regulations.
- Developed and implemented policies and procedures to ensure compliance with government regulations.
- Organised onboarding for new hires including orientations, paperwork, and introductions.
- Developed job descriptions, job postings, and recruitment materials.
- Handled the recruitment process to assess candidates' skills and qualifications from resume to interviews and shift visits.
- Assisted managers with performance management activities such as goal setting and annual reviews.
- Provided guidance on disciplinary actions when needed.
- Organised training sessions for staff members to improve their skillsets.
- Analysed data from employee surveys to identify areas of improvement within the organisation.
- Handled employee grievances or complaints in accordance with company policies and procedures.
- Compiled reports on various HR metrics such as retention rate, annual leave, etc.
- Supported and took ownership of the introduction of wellbeing initiatives, culture enhancement activities, events and more.
- Processed payroll information including salary, timesheets, deductions, promotions, salary review and annual leave for employees.
- Delivers diversity, equity and inclusion initiatives as part of the organisation’s human resource practices.
- Implements and advises on best practice principles around diversity, equity and inclusion to align with Orange Sky values and inform implementation.
Product Support Officer
Orange Sky
Brisbane, QLD
10.2021 - 10.2023
- Provided ongoing training to maintain productivity and effectiveness of partners and users.
- Accentuated by ability to relate to others and make them feel comfortable.
- Faced difficult customer situations, applying de-escalation techniques and positive customer support.
- Surveyed technical content and data to provide product-specific support resources.
- Maintained positive working relationship with fellow staff and management.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Upheld high standards of customer services by responding to inquiries, needs and problems internally and externally.
- Supported onboarding of volunteers to Volaby by hosting orientation sessions across Australia.
- Expressed my passion for the cause by speaking at events on behalf of Orange Sky to raise awareness.
- Participated in Community Response Volunteering.
Assistant Volunteer Coach
Outlaws All Stars Queensland
Kedron, QLD
01.2021 - 11.2021
- Assist coaches in organising practices at home and away.
- Creating and utilising training drills to improve team cohesiveness, performance and bonding.
- Apply evaluation techniques and personal knowledge to assess abilities to assist athletes in their individual development.
- Notify head coach of problems with discipline, performance and other decision-making areas.
- Guide team through difficult situations, athletes injuries and tough losses.
- Aid in developing athletes at varying levels from beginner to elite.
- Creating rapport with athletes to instill discipline but also friendship and concern for their personal wellbeing.
International All Star Athlete
Outlaws All Stars, Queensland Cheer Elite & Queensland University of Technology
Brisbane, QLD
01.2014 - 11.2021
- Exercised strong leadership skills and practiced self-discipline on and off field, receiving the Leadership Award 2019 and Open Scholarship Student Award in 2021
- Captained Diamonds in 2021, alongside 2 other athletes, to support our team.
- Maintained professionality and efficiency while working closely with leadership.
- Accepted constructive criticism from coaches and teammates to improve skills.
- Training at a high level to compete at on a national level, as well as competing at National Championships in Dallas, Texas and Worlds in Orlando, Florida.
- Devoted 4/5 days per week to my sport in addition to being full-time student.
- Communicated with diverse group of fellow athletes, coaches and game officials to maintain positivity and good sportsmanship.
- Contributed to team success by honing my own skills and providing support for fellow athletes.
Executive Management Assistant
North South Real Estate
East Brisbane, QLD
05.2016 - 10.2021
- Processing tenant applications and negotiating with owners to find suitable arrangements for lease contracts. Then completing legalities for all parties concerned.
- Update tenant and unit information to keep current in housing database.
- Plan and conduct meetings to enable residents to voice concerns and provide forum for issues to be addressed.
- Welcome customers, offer assistance and answer questions by providing rates, terms and conditions of rental.
- Update and maintain rental agreement files and documents, remaining competent in technologies and systems when updating or changing.
- Manage and assess resident complaints and expedite maintenance requests.
Retail Assistant
Universal Store
Indooroopilly, QLD
10.2014 - 07.2017
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
- Established good customer relations and excellent service to build and retain loyal customers.
- Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
- Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
- Increased customer service feedback scores by delivering outstanding service to customers daily.
Education
Bachelor - Business Advertising & Design Visual Communication
Queensland University of Technology
Brisbane QLD11.2024
Diploma - Business
Tafe Queensland
Brisbane QLD11.2019
High School Diploma -
Stuartholme School
Brisbane QLD11.2015
Skills
- Building team spirit
- Improving and assessing performance
- Project planning
- Knowledge of technology
- Ability to adapt and learn quickly
- Multi-tasker
- Methodical and structured
- Problem resolution
- Individualised and group training facilitating
- Team management
- Flexible
- Conflict resolution
- Customer assistance
- Active listening
- Training & development
- Leadership
- Friendly, positive attitude
- Building rapport
- Player evaluations
- Attention to detail
- Engaging style
- Employee Recognition Programs
- Workforce Planning
- Talent acquisition strategies
- Onboarding and Orientation
- Payroll and Payment Processing
- Team-building activities
- Pre-Employment Screening
- Employment Recordkeeping
- Talent Acquisition
- Retention management
- Human Resources Support
- New Hire Onboarding
Languages
French
Limited
Accomplishments
- Open Scholarship Student in 2021
- 5th at World Championships in Orlando, Florida for Cheerleading 2019
- Team Leadership Award 2019
- 4th at National Championships in Dallas, Texas for Cheerleading 2016.
- Various 1st-3rd Place Rankings at State and National Level for Cheerleading.
References
Orange Sky
Role: People & Engagement Support Officer
Reference: Jo Senz - Senior Manager of People & Safety
0451 048 997
jo.senz@orangesky.org.au
Orange Sky
Role: Delta Support Officer
Reference: Shayne Herriott – Chief Delta and Operations Officer
0402 965 165
shayne.herriott@orangesky.org.au
North South Real Estate
Role: Executive Management Assistant
Reference: Tom Kralikas – Company Director
0410 214 081
tom@northsouth.com.au
Queensland Cheer Elite Cheerleading
Role: International All Star Athlete
Reference: Emma Bart – Long Term Coach
0412 894 318
Personal References
Danielle Muscat - Construction Lawer, Landy Commercial Manager
0408 522 232
Curdin Wullschleger – Owner of Event & Artist Management Company
0423 324 703
Timeline
People & Engagement Support Officer
Orange Sky
10.2023 - Current
Product Support Officer
Orange Sky
10.2021 - 10.2023
Assistant Volunteer Coach
Outlaws All Stars Queensland
01.2021 - 11.2021
Executive Management Assistant
North South Real Estate
05.2016 - 10.2021
Retail Assistant
Universal Store
10.2014 - 07.2017
International All Star Athlete
Outlaws All Stars, Queensland Cheer Elite & Queensland University of Technology
01.2014 - 11.2021
Bachelor - Business Advertising & Design Visual Communication
Queensland University of Technology
Diploma - Business
Tafe Queensland
High School Diploma -
Stuartholme School
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