Filomena Rossi
Customer Service
Perth,6166
Summary
Reliable and upbeat Customer Service Representative successful at promoting customer loyalty, satisfaction and purchases with consultative techniques and diligent attention to individual needs. Knowledgeable about product merchandising, payment processing and cleaning. Dedicated and dependable relationship-builder with excellent organizational strengths and superior work ethic.
Overview
2
2
Languages
4
4
Certifications
3
3
years of post-secondary education
9
9
years of professional experience
Work History
Customer Service
SCT Logistics
Perth, WA
05.2021 - Current
- Promoted company brand and unique offerings through personalized customer service.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Assisted call-in customers with questions and orders.
- Performed data entry with SAP to record call notes, suggestions and questions.
- Processed payments and double checked orders.
- Used Microsoft Word and other software tools to create documents and other communications.
- Maintained excellent attendance record, consistently arriving to work on time.
- Carried out day-day-day duties accurately and efficiently.
- Received and processed stock into inventory management system.
- Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion.
Conference and Events Assistant
Hilton, AU
11.2020 - 01.2021
- Assist with any conferences or events planning.
- Assist/ manage tasks with the software Amadeus.
- Assist with BEO orders and Emailing tasks.
Guest Service Agent (Opening Team)
DoubleTree By Hilton
Northbridge, WA
11.2018 - 05.2021
- Excellent OnQ Systems knowledge
- Above and Beyond
- Maintained transaction security by verifying payment cards against identification.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Promoted hotel brand's loyalty program
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Protected guest valuables with main safe or in individual boxes to maximize security.
- Immediately contacted housekeeping staff and maintenance department regarding guest room issues.
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
- Led projects and analyzed data to identify opportunities for improvement.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Informed guests of hotel security features and offered details regarding fire and emergency procedures.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Collaborated with team members to handle guest requirements from check-in through check-out.
Room Service Attendant
The Star Casino
Pyrmont, NSW
05.2018 - 08.2018
- Cross Departmental Channels communication.
- Answering each question with prompt assistance/ Forbes 5 Star Service.
- Guests’ name is used naturally for recognition.
- Interaction with guest is polite and appropriate.
- Offered knowledgeable suggestions about foods and related wine pairings to guests with discerning tastes.
- Garnished completed orders and arranged foods to please customers.
- Answered detailed questions about menu items, contents and preparation methods to help guests make informed decisions.
- Delivered food, condiments, and silverware to guest rooms to fulfill guest orders.
- Verified accuracy and quality of orders before delivery.
- Protected guests by following proper food handling procedures with all orders.
- Kept work environments, equipment and trays clean and sanitized for guests.
- Answered quests inquiries and questions about hotel's menu.
- Met guests' needs with quick, friendly service, including delivering meals and snacks and retrieving additional items.
- Completed ordered with speed and accuracy, maintaining exceptional service standards each day.
Front Office Clerk / Crystal Club Attendant
Crown Towers
Perth, AU
09.2017 - 03.2018
- Greet guests’ on arrival and departure.
- Provide excellent customer service.
- Ensuring guests are informed with surroundings/complex.
- Communication with other departments.
- Opera / upselling.
Events Ambassador
Blue Mountains International Hotel Management School
Leura, NSW
07.2017 - 09.2017
- Performed post-event tasks such as breaking down areas, removing trash and cleaning facilities.
- Optimized guest satisfaction with food and beverages by quickly addressing requests and complaints.
- Assisted in event set-up according to instructions, guaranteeing readiness within strict schedules.
- Set up event facilities and equipment, cleaned areas and organized supplies.
- Provided general cleaning of venue spaces before, during and after events.
- Welcomed guests to events, checked invitations and oversaw proper seating.
- Welcomed guests and directed each person to desired party, room or activity.
- Selected and ordered décor and event materials.
Guest Service Agent
Blue Mountains International
Hotel Management School
, AU
07.2017 - 09.2017
- Helping out events such as Weddings, Ceremonies, Uni / Social events.
- Communication skills.
- Approachable.
- Willing to listen.
Conference and Events Attendant
Fairmont Resort Blue Mountains MGallery By Sofitel
Blue Mountains, AU
04.2017 - 09.2017
- Welcome our guests at check-in, cross referencing reservations details and fare welling guests at checkout.
- Attend to incoming calls by answering queries, and providing outstanding guest service.
- Ensure all guest requests are accurately actioned with prompt follow through/ Upselling Conference and Events Attendant, Perform tasks of order taking.
- Maximise sales and opportunities through product knowledge.
- Repeating the guests’ order to ensure accuracy of procedure.
- Efficient delivery of dockets, clearly written.
- Keep all tables / service area clean.
Food & Beverage Attendant
Pullman Sea Temple Resort and Spa
, AU
09.2016 - 03.2017
- Perform tasks of order taking.
- Maximise sales and opportunities through product knowledge.
- Repeating the guests’ order to ensure accuracy of procedure.
- Efficient delivery of dockets, clearly written.
- Keep all tables / service area clean.
Promoter, Metropolis Fremantle
Fremantle, WA
03.2016 - 04.2016
- Hand out pamphlets.
- Talk to new people and emphasize about the venue.
- Travel to various universities / promote.
- Upskill/Upsell the venue.
Customer Service
Kmart Kardinya
Perth, WA
04.2012 - 04.2016
- Help any customers with inquiries.
- Assist General Manager with decanting.
- Help anyone with their area for recovery.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Assisted customers with signing up for store loyalty programs and provided details about key benefits.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Energized and motivated in performing sales floor activities including merchandising and selling.
- Helped large volume of customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
- Informed customers about special promotions and provided detailed information for various products.
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Education
Bachelor of Business - Hotel and Resort Management
Blue Mountains International Management Hotel School At Torrens University
Blue Mountains 04.2016 - 03.2019
Responsible Service of Alcohol (RSA) – - undefined
Blue Mountains International Hotel School at Torrens University
Murdoch University
Skills
Microsoft applications proficiency
Customer service
Training & Development
Cash register operation
Data management
Good listening skills
Conflict resolution
Compassion
Planning and Coordination
Excellent work ethic
Critical thinking
Verbal and written communication
Multitasking abilities
Adaptability
Cultural awareness
Computer proficiency
Organization
Documentation and reporting
Sales expertise
Exemplary work ethic
Customer Relations
Stocking and replenishing
Additional Information
- Achievements , 2019 White Card Certificate 14/11/2019 2017 Events Ambassador at BMIHMS at Torrens University 2016 SRC (Student Representative Council for Social Representative) at BMIHMS at Torrens University 2016 Peopleology Graduation at Accor 2016 SRC Social Representative at Blue Mountains International Hotel Management School at Torrens University 2015 Academic Award for Business Management and Enterprise 1C at Kennedy Baptist College 2015 Academic Award for Careers and Enterprise 1C at Kennedy Baptist College
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Peopleology Graduation Award
Quote
Success is often achieved by those who don’t know that failure is inevitable.
Coco Chanel
Timeline
Customer Service
SCT Logistics
05.2021 - Current
Conference and Events Assistant
11.2020 - 01.2021
White Card Certificate
12-2019
Guest Service Agent (Opening Team)
DoubleTree By Hilton
11.2018 - 05.2021
Room Service Attendant
The Star Casino
05.2018 - 08.2018
Front Office Clerk / Crystal Club Attendant
Crown Towers
09.2017 - 03.2018
Events Ambassador
Blue Mountains International Hotel Management School
07.2017 - 09.2017
Guest Service Agent
Blue Mountains International
Hotel Management School
07.2017 - 09.2017
Conference and Events Attendant
Fairmont Resort Blue Mountains MGallery By Sofitel
04.2017 - 09.2017
Food & Beverage Attendant
Pullman Sea Temple Resort and Spa
09.2016 - 03.2017
Bachelor of Business - Hotel and Resort Management
Blue Mountains International Management Hotel School At Torrens University
04.2016 - 03.2019
Promoter, Metropolis Fremantle
03.2016 - 04.2016
Peopleology Graduation Award
01-2016
Academic Award for Business Management and Enterprise 1C at Kennedy Baptist College
12-2015
Academic Award for Careers and Enterprise 1C at Kennedy Baptist College
12-2015
Customer Service
Kmart Kardinya
04.2012 - 04.2016
Responsible Service of Alcohol (RSA) – - undefined
Blue Mountains International Hotel School at Torrens University
Murdoch University