Summary
Overview
Work History
Education
Skills
Software
Work history & Volunteering
Certification
Affiliations
References
Timeline
Generic

HAYLEY WILLIS

Duncraig,Australia

Summary

I am a customer and community focused individual with a passion for delivering exceptional service. I have strong interpersonal skills with a talent for effectively addressing concerns and am committed to improving customer satisfaction and driving positive outcomes.

I believe myself to be kind, compassionate and an active listener, willing to assist were necessary, utilising my skills and knowledge gained through life experience, Diplomas and Certificates.

I also have strong administration and clerical knowledge with experience in managing high priority tasks, document preparations and reporting.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Assistant Customer Service Manager

Woolworths
Broome & Whitfords City, WA
07.2020 - Current
  • Complete thorough opening, closing, and shift-change functions to maintain operational standards each day.
  • Revise department schedules to ensure appropriate coverage has been fulfilled, thus limiting queue wait times, and creating positive experiences.
  • Encourage the team to deliver and maintain outstanding customer service, as well as positive interactions between customers, stakeholders, and fellow team members.
  • Provide training if, or when, deemed necessary to provide knowledge and encourage the success of the department and business.
  • Manage customer returns and exchanges on a case-by-case basis.
  • Limit escalation when conflict arises, using interpersonal communication skills, and policy and procedure knowledge to assist when necessary.
  • Participate in regular meetings with senior management concerning strategic planning initiatives.
  • Monitor team performance, identify areas for improvement and implement corrective action plans as needed.
  • Train new employees on company policies, procedures and practices related to customer service roles.
  • Provide exceptional customer service by responding to inquiries and resolving complaints in a timely manner.
  • Organize team activities to build camaraderie and foster pleasant workplace culture.
  • Train and mentor new team members to promote productivity, accuracy and friendly customer service.
  • Plan and led team meetings to review business results and communicate new and ongoing priorities.
  • Support department managers with rostering of their team, educating managers when required and ensuring rosters are compliant with the EA agreement
  • Assess timecards daily, ensuring compliance is maintained by employee and signatories are obtained when required
  • Sign off and submit pay run weekly for over one hundred plus employees
  • Provide various ad hoc services to department managers to assist with efficiently and effectively running of department
  • Ensure departments and store is following policy and procedures correctly
  • Complete weekly compliance checks
  • Sign off on investigations and compliance checks
  • Manage cash office
  • This includes but not limited to; investigating register variances, distributing of change, processing of banking etc
  • Work health and safety representative
  • Participated in regular meetings with senior management concerning strategic planning initiatives aimed at enhancing overall customer experience.

Guest Service Agent

Oaks
Cable Beach Sanctuary and Town Beach, Broome, WA
05.2019 - 07.2020
  • Provide outstanding customer service and always maintain professional conduct
  • Respond to any guest queries and/or complaints and resolve appropriately
  • Provide comprehensive information of the resort amenities as well as the Kimberley and the surrounds
  • Check in/out guests efficiently and professionally whilst adhering to company policies and procedures
  • Ensure billing/accounts for clients are accurate and process/settle financial transactions
  • Compose quotes for accommodation and confirm reservations
  • Provide general administration, reception and ad hoc duties
  • Adhere to and maintain all occupational, health & safety regulations
  • Health and safety representative for Front Office/ Finance department at Cable Beach Club Resort and Spa

Guest Service Agent

Cable Beach Club Resort and Spa
Broome, WA
04.2016 - 07.2018
  • Provide outstanding customer service and always maintain professional conduct
  • Respond to any guest queries and/or complaints and resolve appropriately
  • Provide comprehensive information of the resort amenities as well as the Kimberley and the surrounds
  • Check in/out guests efficiently and professionally whilst adhering to company policies and procedures
  • Ensure billing/accounts for clients are accurate and process/settle financial transactions
  • Compose quotes for accommodation and confirm reservations
  • Provide general administration, reception and ad hoc duties
  • Adhere to and maintain all occupational, health & safety regulations
  • Health and safety representative for Front Office/ Finance department at Cable Beach Club Resort and Spa

Client Service Officer, Welfare and Programs

Immigration Service, Serco
Christmas Island, WA and Darwin, NT
01.2013 - 03.2015
  • Maintain security, ensuring a safe, secure working, and living environment.
  • Comply with all processes and procedures put in place at immigration centers.
  • Adhere to all directions given by senior staff and management.
  • Maintain accurate, legible, and up-to-date logs and documentation.
  • Report any concerns about the detainee’s physical and/or mental health to the appropriate personnel, and ensure appropriate steps are followed.
  • Attentively encourage detainees to participate and engage in programs and activities, and to comply with rules and regulations within the center.
  • Prepare, present, supervise, and maintain the structure of lessons and/or classes based on a wide demographic. Lessons example included: art and craft, music, sports, and English classes.
  • Interact and converse with detainees and work colleagues in an appropriate and positive manner.
  • Document the progress of the day-to-day running of the scheduled programs, as well as maintaining and providing accurate and legible logs. Ie Tool logs.
  • Interview clients individually and in family groups to determine services to best address specific needs.
  • Maintain accurate records of client interactions using databases or paper files.
  • Compos or prepare correspondence, case notes and narratives with computer-based applications.
  • Provide advice and assistance to clients on a range of welfare-related issues.
  • Provide mental health support to homeless clients and connect each with community resources.
  • Use active listening skills and supportive diction to cultivate client rapport and open communication.
  • Offer grief and bereavement counseling to support family members after death of loved ones.
  • Encourage and motivate clients to develop new coping mechanisms and techniques to drive behavior modification.

Volunteer Teacher

Save the Children in Asia Organisation
Cambodia
01.2012 - 12.2012

Customer Service/ Reception

FLSMIDTH
Perth, WA
01.2011 - 12.2011

Assistant Accountant

Competitive Foods Australia Limited
Perth, WA
01.2008 - 12.2008

Assistant Administration Manager/ Store Manager

QRS Holdings PTY
Perth, WA
01.2003 - 12.2008

Education

BSB40420 Certificate IV -

in Human Resource Management
02.2025

CHC50612 Diploma -

of Community Services Work
01.2015

CPP20211 Certificate II -

Security Operations
01.2013

HLT51607 Diploma -

of Enrolled Nursing (Enrolled/Division 2 Nursing)
01.2010

Skills

  • Strong work ethic
  • Professional approach
  • Excellent customer service skills
  • Efficient time management skills
  • Effective conflict mediation and de-escalation techniques
  • Ability to prioritize and meet deadlines
  • Current administration, finance, rostering and payroll knowledge
  • Proficient problem solving
  • Strong team building, mentoring and leadership skills
  • Competent performance evaluations

Software

  • Microsoft Office
  • Opera (Hotel operating system)
  • Property management system, PMS (Hotel operating system)
  • Kronos (Payroll system)
  • Xero (Process Payroll - BSBHRM416)
  • Success Factors
  • SAP
  • 1POS

Work history & Volunteering

  • Bidfood/ Goldline, Broome, 2019
  • Abbey Beach Resort, Busselton, WA, Reservation/ Guest Service Agent, 2016
  • Uluru Camel Tours, Uluru, NT, Reservation/ Host, 2015
  • Save the Children in Asia Organisation, Cambodia, Volunteer Teacher, 2012
  • FLSMIDTH, Perth, WA, Customer Service/ Reception, 2011
  • Competitive Foods Australia Limited, Perth, WA, Assistant Accountant, 2008
  • QRS Holdings PTY, Perth, WA, Assistant Administration Manager/ Store Manager, 2003 to 2008

Certification

  • National Police clearance
  • Working with Children

Affiliations

  • Walking
  • Swimming
  • Beach
  • Dogs

References

References available upon request.

Timeline

Assistant Customer Service Manager

Woolworths
07.2020 - Current

Guest Service Agent

Oaks
05.2019 - 07.2020

Guest Service Agent

Cable Beach Club Resort and Spa
04.2016 - 07.2018

Client Service Officer, Welfare and Programs

Immigration Service, Serco
01.2013 - 03.2015

Volunteer Teacher

Save the Children in Asia Organisation
01.2012 - 12.2012

Customer Service/ Reception

FLSMIDTH
01.2011 - 12.2011

Assistant Accountant

Competitive Foods Australia Limited
01.2008 - 12.2008

Assistant Administration Manager/ Store Manager

QRS Holdings PTY
01.2003 - 12.2008

BSB40420 Certificate IV -

in Human Resource Management

CHC50612 Diploma -

of Community Services Work

CPP20211 Certificate II -

Security Operations

HLT51607 Diploma -

of Enrolled Nursing (Enrolled/Division 2 Nursing)

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HAYLEY WILLIS