Gabrielle Hay
Southport
Summary
Highly motivated, focused and driven worker with 9+ years experience in the scuba, customer service and hospitality industry. Use of effective problem solving and initiative skills to successfully produce a memorable experience for customers. Adaptive team player with a positive, motivated and outgoing attitude. Passionate teaching experience in helping adult learners and minor students develop advanced abilities. Imparts deep love of subject area through well-planned, engaging lessons and fun, hands-on activities.
Developed an open-minded and warm-hearted attitude towards engagement with people, understanding the importance of leading with kindness, compassion and empathy. Connecting with others and making a difference is what I enjoy the most out of a workplace.
Overview
10
10
years of professional experience
Work History
Scuba Diving Instructor
Gold Coast Dive Adventures
02.2022 - Current
- Initially worked as a Divemaster, and now as an Instructor - teaching people from new to experienced how to scuba dive.
- The most important thing is putting the customers health and safety at the absolute forefront of the job. I understand the responsibility of having other people's wellbeing under my duty of care.
- Adapted critical thinking skills of consistently assessing environments and proactive thinking preparing for any problems that may occur.
- Quickly and effectively problem solved any issues that arose that could affect the customer's safety.
- Adapted to communicating without words (underwater), through eye contact, body language and touch.
- Understand the importance of leading with kindness and compassion as customers frequently faced fears/anxiety - being a safe space for other people. Understanding the correct and appropriate words/tone for others in these situations.
- Through my experience teaching, my patience has grown incredibly, I understand that people comprehend and learn things differently. I understand that the way in which you teach impacts people. I understand the importance of always having an open mind, being a good role model and being receptive to all questions/enquiries.
- To think ahead and be organised, have everything ready and double check details.
- Improved student retention rates by creating engaging lesson plans that catered to different learning styles and abilities.
Customer Service
Bunnings Warehouse
02.2023 - 01.2024
- In this position I predominantly worked in the front of the store in the Service area, also working less frequently in other departments of the store - including nursery, cafe, lifestyles, restocking, and goods inward.
- In my main role I worked behind the Service Desk - attending to any and all problems customers may have. This includes general knowledge about the store, assisting customers with problems regarding their products, returning items, vehicle/machinery hire, cash handling with the money machine, organising staff breaks plus much more.
- My role was to ensure that every customer left happy and satisfied. I encountered many angry/upset people, and learnt how to deal with any situation with patience in a polite and fair manner.
- I learnt problem solving skills adapting what I already knew to solve issues around subjects I had no knowledge of. Being proud of my 'can do' attitude.
- Promoted positive company image by maintaining confidentiality and adhering to ethical standards while interpreting sensitive information.
Barista
Manolas Bros Delicatessen
04.2022 - 12.2022
- Personally attended to tables in my section – looking after customer needs regarding food, drinks, and any problems.
- Utilised extensive experience regarding food handling health and safety. Understand the importance of a clean and sanitary environment and clean-as-you-go.
- Effectively worked the coffee machine alone on busy weekends – applying calm and regulated problem solving, time management and focus.
- Always provided service with a smile and happy attitude.
- Consistently communicated between waitstaff, counter crew and a busy kitchen. Managed floor staff and dealt with customer problems. Balanced quick critical thinking with effective customer service.
- Maintained a clean and organized workspace for optimal productivity and safety.
Barista
Grant Street Kitchen
05.2021 - 12.2021
- Maintained a clean and organized workspace for optimal productivity and safety.
- Increased repeat business by providing exceptional customer service and building rapport with patrons.
- Demonstrated expertise in various brewing techniques, ensuring consistent quality across all drinks served.
- Assisted in inventory management to maintain adequate stock levels and reduce wastage.
Food and Beverage Attendant
The Star Casino
11.2017 - 04.2021
- Went under extensive customer service training upon employment to 'be it, live it, bring it, deliver it'.
- Completed customer orders with strict adherence to The Star Casino service morale.
- Thrived in the high pressure environment, organised and prioritised work to complete work in a timely and efficient manner.
- Responded to issues with excellent problem solving abilities.
- Trained new employees in store policy and procedures.
- Delivered consistent quality and optimize customer satisfaction.
- Worked well independently and within the team.
Front Counter Crew Member
McDonalds, Surfers Paradise
08.2014 - 11.2017
- Enhanced customer satisfaction by providing friendly and efficient service at the front counter.
- Maintained a clean and organized workspace for better efficiency during peak hours.
- Assisted with inventory management tasks, ensuring adequate stock levels for daily operations.
- Contributed to increased sales by upselling menu items and promoting special offers.
- Collaborated with team members to ensure smooth operations during high-volume periods.
Education
Instructor Development Course - Scuba Diving
Sairee Cottage Diving
Koh Tao, Thailand12.2023
Year 12 Completion Certification -
Emmanuel College
Carrara, QLD2016
Skills
Instructor/Teacher
Critical thinking, decision making and problem solving skills
Effective time management and multitasking
Confidence in high pressure environments
Fast and eager learner, quick adaptability
Friendly, outgoing and ambitious attitude
Strong work ethic
Understands responsibility of duty of care
Timeline
Customer Service
Bunnings Warehouse
02.2023 - 01.2024
Barista
Manolas Bros Delicatessen
04.2022 - 12.2022
Scuba Diving Instructor
Gold Coast Dive Adventures
02.2022 - Current
Barista
Grant Street Kitchen
05.2021 - 12.2021
Food and Beverage Attendant
The Star Casino
11.2017 - 04.2021
Front Counter Crew Member
McDonalds, Surfers Paradise
08.2014 - 11.2017
Instructor Development Course - Scuba Diving
Sairee Cottage Diving
Year 12 Completion Certification -
Emmanuel College
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