Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Holly Pearl

Glenorchy,Tas

Summary

As a dedicated professional with a passion for outstanding customer service, my career objective is to lead, support and motivate a team to consistently deliver exceptional results. With a commitment to excellence and a customer-focused mindset, I am driven to promote diversity, inclusion, and equity in the workplace. Creating a safe and collaborative environment where team members can thrive is a top priority. Through ongoing coaching, feedback, and monitoring, I empower individuals to achieve success in their roles. Whether faced with challenging interactions or high-pressure situations, I remain solution-focused, positive, and calm. At all times, I am prepared to deliver exceptional results through self-motivation and a genuine desire to help and support others.

Overview

18
18
years of professional experience

Work History

Customer Service Officer – Super expert – Senior/Support position

Spirit Super
07.2021 - Current
  • Supporting Customer Service Officers in their roles to provide exceptional customer service
  • Training/coaching and supporting Customer Service Officers across all channels to provide exceptional professional customer service– Inbound calls, Outbound calls, Email, Online and Live Chat
  • Training, mentoring and supporting new recruits through training with a collaborative approach to ensure customers are provided with exceptional customer service based on their needs and that the CSO succeed
  • Escalation management – assisting/supporting customer service officers in their roles to assist customers who may be vulnerable and experiencing varying levels of emotional state
  • Taking call escalations if the customer requests to speak to a leader or if it is needed due to nature of call
  • Providing exceptional customer service delivery to all members and adjusting to accommodate each individuals needs and communicating in a manner that they can understand
  • Adapting my communication style to individual need of customer, staff or other stakeholders
  • Collaborating, reviewing and providing feedback on new processes or procedures or how we can create a better experience for both customers and staff.
  • Implemented new training delivery for Customer Service Officers, leading to improved performance levels.
  • Enhanced customer satisfaction by consistently providing prompt and accurate resolutions to inquiries and concerns.

Early Childhood Educator

Child’s Play Early Learning Centre
08.2015 - 07.2021


  • Identifying and adapting communication delivery, both verbal and non-verbal for each individuals needs
  • Motivate, Inspire and create experiences that are engaging and tailored to each individual needs based off continuous observation and documentation to create a sense of belonging
  • First Aid and fire warden.

Owner/Operator – Sales and Marketing Representative

The Vanilla Bean Company
01.2011 - 12.2018


  • Developed and maintained strong relationships with clients, resulting in repeat business and referrals
  • Increased customer satisfaction by implementing efficient business processes and providing exceptional service..
  • Implemented marketing strategies to increase brand awareness and attract new customers.
  • Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts.


Independent Consultant

Thermomix Australia
07.2014 - 07.2018
  • Identifying customer needs, increasing customer satisfaction through timely and effective communication of product information.
  • Boosted sales performance by developing and maintaining strong relationships with clients.
  • Maintained accurate records of client interactions, follow-ups, and completed transactions for reporting purposes.
  • Training and supporting new Independent consultants to build their business.

Food and Beverage Shift Supervisor

The Royal Tasmanian Botanical Gardens Restaurant
12.2012 - 09.2014
  • Improved team productivity by providing comprehensive training on food safety standards, inventory management, and customer service techniques.
  • Enhanced customer satisfaction by efficiently managing food and beverage orders, ensuring prompt service and accurate delivery.
  • Streamlined operations by implementing effective scheduling strategies for staff, balancing workload, and minimizing labor costs.

Cleaner

Spotless – Cleaning Services
01.2011 - 04.2012


  • Developed strong relationships with clients through professionalism and consistent delivery of reliable services tailored to their specific needs.
  • Showcased adaptability in adjusting work schedules according to changing demands from clients or management without compromising output quality levels.
  • Following Occupational Health and Safety standards in accordance with legislative requirements and ensuring premises was safe and secure

Assistant Manager

Hyams Beach Cafe and Restaurant
12.2009 - 12.2010
  • Streamlined store operations for increased efficiency, implementing new processes and procedures.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Supervised day-to-day operations to meet performance, quality and service expectations.

Food and Beverage Supervisor

Voyages Ayers Rock Resort
08.2008 - 12.2009
  • Streamlined operations by implementing effective scheduling strategies for staff, balancing workload, and minimizing labor costs.
  • Boosted employee morale through regular recognition of outstanding performance, fostering a positive work atmosphere conducive to exceptional service delivery.
  • Collaborated with other supervisors and managers to develop cross-training programs, enhancing employee versatility and reducing downtime during staff absences or turnover periods.
  • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.

Manager

The Mushroom Cafe
01.2008 - 07.2008
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Managed and motivated employees to be productive and engaged in work.

Food and Beverage Supervisor

Voyages Dunk Island Resort
05.2007 - 12.2007
  • Developing outstanding customer service skills
  • Reporting to the food and beverage manager
  • Resolve conflict situations
  • Maintain a professional respectful manner at all times even when under pressure or dealing with conflict.

Food and Beverage Attendant

Voyages Dunk Island Resort
05.2007 - 12.2007
  • Enhanced customer satisfaction by providing attentive service and anticipating guests needs.
  • Contributed to team success by cross-training in multiple roles, fostering a collaborative work environment.
  • Delivered exceptional service even under high-pressure situations, maintaining the highest standards of professionalism.

Manager

The Dodges Ferry Cafe
09.2006 - 05.2007
  • Increased team productivity by implementing streamlined processes and effective communication strategies.
  • Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.

Education

HLTAID001 Provide cardiopulmonary resuscitation -

01.2021

Certificate III Early Childhood Education and Care -

01.2020

22300VIC Course in First Aid Management of Anaphylaxis -

01.2018

22282VIC Course in the Management of Asthma Risks and Emergencies in the workplace -

01.2018

HLTAID001 Provide cardiopulmonary resuscitation -

01.2018

HLTAID002 Provide basic emergency life support -

01.2018

HLTAID003 Provide first aid -

01.2018

HLTAID004 Provide an emergency first aid response in an education and care setting -

01.2018

Medical Reception Course including Pracsoft -

01.2009

Certificate III Customer Contact Program -

01.2007

Diploma of Hospitality Management -

01.2004

Senior Certificate -

01.2003

Skills

  • Excellent customer service
  • Collaborative
  • Contact Centre Operations
  • Employee Evaluation
  • Solution focused
  • Complaint resolution
  • Positive
  • Escalation management
  • Quality Improvement
  • Attention to Detail
  • Giving Constructive Feedback
  • Team motivation

References

  • Tess Miller, Customer Service Officer, Phone number and email
  • Megan Thomas, Educational Leader, Child’s Play Early Learning, phone and email

Timeline

Customer Service Officer – Super expert – Senior/Support position

Spirit Super
07.2021 - Current

Early Childhood Educator

Child’s Play Early Learning Centre
08.2015 - 07.2021

Independent Consultant

Thermomix Australia
07.2014 - 07.2018

Food and Beverage Shift Supervisor

The Royal Tasmanian Botanical Gardens Restaurant
12.2012 - 09.2014

Owner/Operator – Sales and Marketing Representative

The Vanilla Bean Company
01.2011 - 12.2018

Cleaner

Spotless – Cleaning Services
01.2011 - 04.2012

Assistant Manager

Hyams Beach Cafe and Restaurant
12.2009 - 12.2010

Food and Beverage Supervisor

Voyages Ayers Rock Resort
08.2008 - 12.2009

Manager

The Mushroom Cafe
01.2008 - 07.2008

Food and Beverage Supervisor

Voyages Dunk Island Resort
05.2007 - 12.2007

Food and Beverage Attendant

Voyages Dunk Island Resort
05.2007 - 12.2007

Manager

The Dodges Ferry Cafe
09.2006 - 05.2007

HLTAID001 Provide cardiopulmonary resuscitation -

Certificate III Early Childhood Education and Care -

22300VIC Course in First Aid Management of Anaphylaxis -

22282VIC Course in the Management of Asthma Risks and Emergencies in the workplace -

HLTAID001 Provide cardiopulmonary resuscitation -

HLTAID002 Provide basic emergency life support -

HLTAID003 Provide first aid -

HLTAID004 Provide an emergency first aid response in an education and care setting -

Medical Reception Course including Pracsoft -

Certificate III Customer Contact Program -

Diploma of Hospitality Management -

Senior Certificate -

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Holly Pearl