Emma Smith
Robinvale,VIC
Summary
Dedicated and hardworking stay-at-home mum with a background in customer service and sales in both small businesses and large corporate franchise. I have a strong work ethic and a passion for learning new skills. Eager to apply my experience and enthusiasm to new opportunities in order to continue growing and advancing my skills. I have a passion for Photography and Arts and being creative and love working with children.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Westpac Banking Group
Blenheim, New Zealand
10.2014 - 03.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Turned in excess cash to maintain drawer security.
- Reconciled cash drawer and resolved discrepancies.
- Educated customers on use of banking website and mobile apps.
- Provided customer records, account statements and copies of checks.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Front of House Manager
Hibiscus Resort And Spa
Port Douglas, QLD
03.2012 - 10.2014
- Partnered with back-of-house management in order to maintain seamless communication between teams, ensuring a smooth dining experience for guests.
- Resolved guests complaints while maintaining positive customer environment.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Acted as the main point of contact for guest inquiries, addressing concerns promptly and professionally while maintaining a positive rapport with clientele.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Enhanced guest satisfaction by efficiently managing check-ins and check-outs at the hotel reception.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness for incoming guests.
- Collected room deposits, fees, and payments.
- Completed late check-ins and directed guests to rooms and facilities.
- Continuously updated knowledge on local attractions, restaurants, and transportation options to provide relevant recommendations for guests seeking guidance.
- Developed strong rapport with guests through active listening, empathetic responses, and consistent follow-up on requests or concerns.
Customer Service Representative (Call Centre)
Telstra
Perth, WA
01.2010 - 03.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Met customer call guidelines for service levels, handle time and productivity.
Property Manager
Century 21 Port Douglas
Port Douglas, QLD
04.2007 - 01.2010
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimising downtime for tenants and maintaining property aesthetics.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Administered operations to handle needs of more than 500 tenants across 200 property units.
- Negotiated favorable lease terms with prospective tenants to maximize revenue potential.
Education
QLD Real-Estate License (Property Manager/Sales -
Real Estate Qld
2007
Certificate III in Arts And Photography -
Southbank Tafe, QLD
2006
Certificate II in Business And Hospitality -
Far North Queensland Tafe
Cairns, QLD2006
Completed Years 8-12 -
Mossman State High School
Mossman, QLD12.2005
Skills
- Administrative Support
- Staff Training
- Customer Relations
- Problem Resolution
- Call centre experience
- Conflict Resolution
- Product Knowledge
- Guest Relations
- Front Desk Management
- Administrative Skills
- Cash handling expertise
- Goal Setting and Achievement
- Banking Product Knowledge
References
Kristen Roberts ( Westpac Banking Group Blenheim): +64273034130
Shane Branch ( Hibiscus Resort and Spa): 0459282136
Narelle Johnson ( Century 21 @ Port Douglas) : 0410510619
Timeline
Customer Service Representative
Westpac Banking Group
10.2014 - 03.2020
Front of House Manager
Hibiscus Resort And Spa
03.2012 - 10.2014
Customer Service Representative (Call Centre)
Telstra
01.2010 - 03.2012
Property Manager
Century 21 Port Douglas
04.2007 - 01.2010
QLD Real-Estate License (Property Manager/Sales -
Real Estate Qld
Certificate III in Arts And Photography -
Southbank Tafe, QLD
Certificate II in Business And Hospitality -
Far North Queensland Tafe
Completed Years 8-12 -
Mossman State High School