GRACE HART

• Lead and supervise team members during daily operations in a high-volume customer service environment.
• Prepared and managed employee rosters using workforce management systems to support operational requirements.
• Manage daily workflow and staff allocation to maintain service standards and operational efficiency.
• Handle customer enquiries, complaints, and feedback professionally, ensuring concerns are resolved effectively and positive customer experiences are maintained.
• Monitor and improve customer experience performance by analysing customer satisfaction metrics and implementing strategies to achieve service targets.
• Follow up on customer complaints and feedback to identify improvement opportunities and support continuous service excellence.
• Complete administrative duties including cash reconciliation, banking procedures, reporting, and record management.
• Train, mentor, and support new employees, monitoring development and performance.
• Generate and review reports on sales performance, labour costs, and key operational metrics.
• Promote workplace health and safety standards and provide safety training to team members.
• Serve as Safety Team Chairperson, supporting compliance with workplace safety procedures and risk management initiatives.
• Maintain accreditation in food safety and safe food handling practices.
• Hold certifications in First Aid, Fire Safety, and Electrical Isolation.

Childcare Centre Work Experience | High School Placement (2021)

• Assisted educators in supervising children and supporting daily activities.
• Developed communication, teamwork, and responsibility skills while working in a care-focused environment.