GIA HARRIS
Mont Albert,VIC
Summary
Dynamic and professional leader with a proven track record in managing operations within aquatic and leisure facilities. Demonstrated expertise in fostering effective team collaboration, resolving conflicts, and upholding exceptional standards in service delivery. Committed to achieving results while adapting to evolving demands and creating a dependable and efficient work environment. Proficient in staff supervision, delivering outstanding customer service, and driving operational excellence to enhance the overall patron experience.
Overview
6
6
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE OFFICER
City of Whitehorse- Aqualink Box Hill & Nunawading
10.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns
- 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.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
MEMBERSHIP CONSULTANT
City of Whitehorse- Aqualink Box Hill & Nunawading
10.2023 - Current
- Enhanced member retention rates by providing personalized consultations and tailored membership plans.
- Implemented effective follow-up strategies for prospective clients who expressed interest but had not yet committed to joining the club.
- Conducted comprehensive tours of the facility to prospective members, showcasing available amenities and services.
- Mentored new team members by sharing knowledge and experiences, contributing to a positive work environment conducive to growth and success.
- Developed strong relationships with members, offering ongoing support and encouragement to achieve their fitness goals.
CUSTOMER SERVICE OFFICER
YMCA Hawthorn Aquatic And Leisure Centre
12.2021 - 08.2023
- 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
- Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems
- Promoted company brand and unique offerings through personalized customer service
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
DUTY MANAGER
YMCA Hawthorn Aquatic And Leisure Centre
11.2021 - 08.2023
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Met deadlines while maintaining high-quality deliverables
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives
- Trained and supervised staff while coaching applicable improvement skills and providing valuable feedback and reviews
- Resolved customer complaints in a professional manner, leading to improved customer retention rates
- Provided guidance and mentorship for junior staff members as needed.
POOL LIFEGUARD — YMCA Hawthorn Aquatic & Leisure Centre
11.2019 - 08.2023
- Communicating with public of all ages efficiently and effectively
- Maximized customer satisfaction by greeting pool patrons with courtesy and resolving issues promptly
- Providing safety information to patrons prior to them indulging in water activities
- Attending monthly in service trainings to ensure adequate Lifeguard/ First Aid knowledge and skills
- Monitored safety of guests in and around swimming pool
- Recognizing emergencies and responding immediately
- Controlling and reporting unruly behavior to ensure safe environment for all patrons
Education
BACHELOR OF SCIENCE (B.S - undefined
Victoria University
Melbourne, VICSkills
- Maintains professionalism in stressful situations
- Prioritization and scheduling
- Consistently accurate in tasks
- Forward-thinking
- Steadfast in responsibilities
- Effective complaint management
- Proficient in group dynamics
- Coordinating team responsibilities
- Policy enforcement
- Written and oral communication
- Excellent at leadership, public relations and communication skills
Additional Information
Awards & honours:
- Nominated for Aquatic & Recreation Victoria Award 2023- Memberships & sales (Commended)
Extracurricular activities:
- Attended YMCA Leadership Program
- Attended Perfect Gym Training
- Was involved in yearly Emergency Planning Committee Meetings
- Involved in OHS quarterly meetings representing AQBH.
Certification
- HLTAID011 - Provide First Aid & CPR
- Working With Children Check (employee)
- SISSS00131 - Aquatic Technical Operator
- Pool Lifeguard- course booked in
*can obtain any other qualification required*
Timeline
CUSTOMER SERVICE OFFICER
City of Whitehorse- Aqualink Box Hill & Nunawading
10.2023 - Current
MEMBERSHIP CONSULTANT
City of Whitehorse- Aqualink Box Hill & Nunawading
10.2023 - Current
CUSTOMER SERVICE OFFICER
YMCA Hawthorn Aquatic And Leisure Centre
12.2021 - 08.2023
DUTY MANAGER
YMCA Hawthorn Aquatic And Leisure Centre
11.2021 - 08.2023
POOL LIFEGUARD — YMCA Hawthorn Aquatic & Leisure Centre
11.2019 - 08.2023
BACHELOR OF SCIENCE (B.S - undefined
Victoria University