Esther Shannon
Sans Souci,NSW
Summary
Exceptional customer service skillset with proven experience in problem solving, complaint resolution, effective time management & adaptability. Extensive experience working within large multifaceted teams, while ensuring a diligent focus on safety, standard operating procedures & effective communication. A demonstrated ability to intuitively lead & inspire teamwork & communication, with a strong focus on peer support.
Overview
35
35
years of professional experience
Work History
Customer Service Officer/ CSO Trainer
Orana Car And Truck Rentals
10.2022 - Current
- Day to day I look after a large volume of customers with positive attitude and focus on customer satisfaction.
- Answer customer calls and emails, this include product enquiries, pricing and process of car hire, reservations as well as customer complaint resolutions.
- Handle accounts enquiries and charges, complaint resolution, invoicing and debt collection.
- Deal with daily vehicle breakdowns, accidents and insurance claims.
- I train the new employees on all duties. Always ensuring to allow them to learn with confidence while making sure they are capable of taking on all parts of the job.
Online Fulfillment and Customer Service
Myer
09.2021 - 08.2022
- Maintained outstanding customer service while collecting items from the floor shop to fill online orders
- With my passion for customer service and shopping in this role I achieved sales targets while putting customer service and needs first.
- Cash register sales and payments.
FIRST & BUSINESS LONGHAUL CABIN CREW,
Qantas Airways Limited
01.1995 - 01.2021
- As someone who possesses over 35 years experience within various fast paced & dynamic customer focused positions, I have a keen understanding of what it takes to provide an exemplary customer experience while maintaining high standards of safety, professionalism & communication
- I have sound knowledge of the skills required to thrive in a busy service environment, while managing the daily demands of meeting customer needs & working to strict procedures
- I am reliable, dependable, highly organised & have proven experience working within teams to deliver successful outcomes
- I possess a deep personal interest & proactive approach in the pursuit of knowledge & take pride in my range of interpersonal and bilingual skills, which I believe would be an asset to your organisation
- Responsible for providing leadership expertise & support to all crew, with direct accountability for service, safety & people management. I demonstrated knowledge of both emergency procedures & standard operating procedures while driving the delivery of group strategies & brand values while providing an exemplary in-flight experience, including a demonstrated passion for service, fine-dining & exceptional hospitality.
TOUR GUIDE / TRANSLATOR,
EzyGuide Tourism & Marketing
01.1989 - 10.1995
- Meeting and greeting tour groups, while assisting with multifaceted booking requirements, including customer complaints, feedback and cancellations;
- Travelling with clients nationally while assisting with daily travel needs and researching points of interest;
- Translating for non-english speaking tour groups.
Education
Accredited Tour Guide
Sydney Tafe
03.1992
Diploma- Accountant -
Sydney TAFE
01.1989
Skills
- Reliable, Professional and Punctual
- Calm and Professional Under Pressure
- Training and Development
- Data Entry
- Payment Processing
- Records Maintenance
- Issue and Complaint Resolution
- Understanding Customer Needs
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Officer/ CSO Trainer
Orana Car And Truck Rentals
10.2022 - Current
Online Fulfillment and Customer Service
Myer
09.2021 - 08.2022
FIRST & BUSINESS LONGHAUL CABIN CREW,
Qantas Airways Limited
01.1995 - 01.2021
TOUR GUIDE / TRANSLATOR,
EzyGuide Tourism & Marketing
01.1989 - 10.1995
Accredited Tour Guide
Sydney Tafe
Diploma- Accountant -
Sydney TAFE
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