Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

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
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
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
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
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, QLD
2006

Completed Years 8-12 -

Mossman State High School
Mossman, QLD
12.2005

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

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Emma Smith