Summary
Overview
Work History
Education
Skills
Timeline
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Emma Lavender

Hawthorn,VIC

Summary

Experienced hospitality professional bringing ten years of quality performance in kitchens, food preparation and customer service. In addition to the long term roles I have held, and outlined below, I have experience working in cafes and brunch spots in Adelaide, and provided canape food preparation and service for a catering company.


I also bring the various skills and adaptability gained from three years in a customer support supervisory role. Skilled in training team members to deliver consistent high quality service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

10
10
years of professional experience

Work History

Customer Support Manager

Hive Technology Labs
07.2020 - 07.2023
  • Developed and refined customer service processes and strategies for fast growing tech start-up, including scripts for customer service representatives and writing internal policy
  • Monitored performance of individual team members with respect to their personal strengths and weaknesses, and team as a whole to efficiently optimise performance
  • Conducted training and mentored team members to promote productivity and commitment to friendly service and positive workplace culture
  • Monitored employee performance to identify areas for improvement and additional training needs with sensitivity and understanding
  • Advocated for workplace safety issues, particularly regarding mental health of customer service team members
  • Identified trends to improve efficiency, assess root cause of issues and suggest solutions to upper management.
  • Reviewed overdue and complex incidents and followed-up with customer support personnel to resolve the case and improve our approach in future
  • Handled escalated tickets for team members experiencing abusive behaviour, and for customers experiencing hardship or extreme frustration
  • Worked closely with product and engineering team to improve internal user interface to better support customer service agents
  • Managed recruitment, interviews and onboarding of new team members
  • Adapted to the changing needs of a fast growing team

Kitchen Captain

Fonda Mexican
11.2018 - 12.2020
  • Interacted with team members, encouraging each to be outgoing and offer excellent service to customers.
  • Co-ordinated daily food preparation to keep stock and daily wastage at appropriate levels
  • Handled incoming orders and delegated or called for assistance as required in fast paced, high pressure environment
  • Initiated training for new team members on culinary techniques to improve productivity and increase kitchen workflows.
  • Coordinated kitchen activities with front-of-house staff for seamless service.
  • Developed and performed comprehensive checklists to ensure consistency in service delivery
  • Identified patterns and trends that resulted in high stress outcomes for kitchen team members and/or restaurant manager, or otherwise compromised health and safety and developed corrective action plans.
  • Met with restaurant manager to discuss event details, timelines and specific equipment and skills that would be required.

Gold Class Supervisor/Cook/Bar/Host

Event Cinemas Marion
11.2013 - 08.2018
  • Held variety of roles over five years with warmth and professionalism
  • Planned and directed high-volume food preparation in fast-paced environment.
  • Prepared cocktails and mocktails for bar
  • Gained experience in coffee making
  • Acted as head chef when required to maintain continuity of service and quality.
  • Greeted customers at door and received orders at point of sale
  • Handled customer complaints and escalated to duty managers if necessary
  • Facilitated responsible service of alcohol

Education

Bachelor of Commerce - Management And Marketing Dual Focus

University of Adelaide
Adelaide, SA
07.2015

Skills

  • Issue Triaging
  • SLA Management
  • Strategic Goals
  • Business Support
  • Team Recruiting and Onboarding
  • Training and Mentoring Team Members
  • Highly Adaptable
  • Stock and Workflow Management
  • Behaviour Identification
  • Operational Records Review

Timeline

Customer Support Manager

Hive Technology Labs
07.2020 - 07.2023

Kitchen Captain

Fonda Mexican
11.2018 - 12.2020

Gold Class Supervisor/Cook/Bar/Host

Event Cinemas Marion
11.2013 - 08.2018

Bachelor of Commerce - Management And Marketing Dual Focus

University of Adelaide

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Emma Lavender