Emma Kate Sumner
Wollongong,NSW
Summary
Dynamic and experienced manager and customer service officer with a passion for delivering exceptional service and fostering team collaboration. With a strong background in leadership and customer relations, I am committed to driving operational efficiency and ensuring customer satisfaction. Outside of work, I am dedicated to fitness, the outdoors, and protecting marine life. My love for the ocean and nature fuels my positive attitude and motivates me to approach challenges with enthusiasm and resilience.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Bartender/Gaming Attendant
Figtree Hotel
07.2024 - Current
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
Program Support Manager
Services Australia
10.2021 - 05.2024
- Developed and executed strategic plans for successful program implementation, resulting in improved performance metrics.
- Provided ongoing support for internal teams, increasing collaboration and driving overall project success.
- Evaluated program performance against established benchmarks, recommending adjustments as necessary to achieve desired outcomes.
- Assisted in the development of grant proposals, securing additional funding for program initiatives and expansion.
- Coordinated training programs for staff, enhancing their skills and contributing to overall organisational growth.
- Prepared detailed reports for senior leadership on project progress, challenges encountered, and proposed solutions.
- Collaborated with stakeholders to identify and implement process improvements, leading to increased productivity and cost savings.
- Enhanced program efficiency by streamlining processes and implementing new software tools.
- Facilitated meetings with internal and external stakeholders, ensuring alignment on project objectives and deliverables.
Customer Service Officer
Services Australia
04.2013 - 10.2021
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
Personal Trainer
Fitness First
10.2011 - 12.2012
- Educated clients on proper exercise techniques, reducing risk of injury during workouts.
- Motivated clients to stay on track with fitness goals with positive and friendly approach.
- Trained clients during strength training, cardio vascular exercise, and stretching.
- Assisted clients with personal fitness goals through realistic objectives.
Bartender/Bar Gaming Attendant
Steelers Club
11.2007 - 10.2011
Education
Bachelor of Marine Science - Marine Science
University of Wollongong
Wollongong, NSW07.2026
Certificate II in Maritime Operations - Maritime Studies
TAFE Digital
Online12.2024
Diploma in Fitness - Health And Fitness
TAFE NSW
Macquarie Fields NSW10.2011
Higher School Certificate -
Figtree High School
Figtree, NSW11.2006
Skills
- Customer service expertise
- Clear and effective communication
- Highly reliable
- Meeting facilitation
- Teamwork and Collaboration
- Complaint Handling
- First Aid and CPR
- Complex Problem-Solving
- Staff Training and Development
- Staff Management
- Critical Thinking
- Active Listening
Certification
- Provide First Aid
- CPR Certification
- Mental Health First Aid
- Responsible Service of Alcohol
- Responsible Conduct of Gambling
- Molchanovs Freediving Wave 1
- SSI Advanced Adventure Diver
References
Name: Lisa Meredith
Company: Services Australia
Position: Former Line Manager
Phone Number: 0429 627 242
Name: Taylor Redfearn
Company: The Figtree Hotel
Position: Licensee
Phone Number: 02 4228 4088
Timeline
Bartender/Gaming Attendant
Figtree Hotel
07.2024 - Current
Program Support Manager
Services Australia
10.2021 - 05.2024
Customer Service Officer
Services Australia
04.2013 - 10.2021
Personal Trainer
Fitness First
10.2011 - 12.2012
Bartender/Bar Gaming Attendant
Steelers Club
11.2007 - 10.2011
Bachelor of Marine Science - Marine Science
University of Wollongong
Certificate II in Maritime Operations - Maritime Studies
TAFE Digital
Diploma in Fitness - Health And Fitness
TAFE NSW
Higher School Certificate -
Figtree High School
- Provide First Aid
- CPR Certification
- Mental Health First Aid
- Responsible Service of Alcohol
- Responsible Conduct of Gambling
- Molchanovs Freediving Wave 1
- SSI Advanced Adventure Diver
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