HUDSON JOAQUIM SLOAN ENCARNACAO
Gold Coast,Australia
Summary
Dynamic customer service professional with experience at McDonald's, excelling in team collaboration and conflict resolution. Proven ability to enhance customer satisfaction through effective communication and upselling techniques. Demonstrated proficiency in cash handling and complaint resolution, consistently achieving performance targets and improving service quality. Adaptable and committed to operational excellence.
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Overview
8
8
years of professional experience
Work History
Call Center Representative
Concentrix
Robina, QLD
03.2026 - Current
- Handled customer inquiries and provided accurate information on services.
- Resolved customer complaints using effective communication and problem-solving skills.
- Documented call details and customer interactions in the CRM system.
- Collaborated with team members to improve service delivery and efficiency.
- Trained new representatives on company policies and procedures.
- Managed high call volumes while maintaining quality standards in service.
- Assisted in developing training materials to enhance team performance.
- Provided feedback to management on recurring issues to improve processes.
- Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
Cashier
Costco
Coomera, QLD
10.2025 - 03.2026
- Operated cash register and processed customer transactions efficiently.
- Provided excellent customer service to enhance visitor experiences.
- Managed cash drawer, ensuring accurate cash handling and reconciliation.
- Assisted customers with inquiries about exhibits and merchandise.
- Maintained cleanliness and organization of the checkout area.
- Collaborated with team members to streamline transaction processes.
- Participated in training new staff on register operations and procedures.
Call Centre Representative
Foundever
Gold Coast, Queensland
02.2025 - 11.2025
- Assessed customer needs and escalated complex issues to appropriate departments while maintaining ownership through to resolution.
- Handled a high volume of inbound and outbound calls within deadlines, consistently meeting and exceeding performance targets set by management.
- Provided accurate information on products, services, and procedures, and used upselling techniques to recommend relevant solutions where appropriate.
- Delivered technical support by guiding customers through step-by-step troubleshooting, while navigating multiple computer systems and accurately documenting interactions in CRM software.
- Maintained strict adherence to data security, confidentiality, and regulatory requirements at all times.
- Demonstrated strong communication skills, empathy, and active listening to support a diverse customer base, adapting communication style to suit individual needs.
- Collaborated with team members and other departments to resolve escalated issues, contributed to knowledge base improvements, and participated in team discussions to share best practices.
- Managed time effectively to reduce wait times, followed up on unresolved matters to ensure customer satisfaction, and maintained professionalism and composure during challenging interactions, consistently achieving high customer service ratings.
- Answered incoming calls, chat messages, and emails to address customer enquiries and resolve product concerns in a fast-paced call centre environment.
Cashier
Ripley's Believe It Or Not!
Gold Coast, Queensland
06.2022 - 07.2025
- Operated the POS system accurately and managed cash transactions with care, maintaining a clean and well-organised checkout area to enhance overall service quality.
- Assisted customers with product information and upcoming promotions, using effective upselling techniques to boost sales and meet company goals.
- Collaborated with supervisors and team members to address customer needs promptly, resolved issues with professionalism, and consistently upheld store standards.
- Provided friendly and efficient service to all customers, ensuring a positive shopping experience through attentive support and professional handling of questions or concerns.
- Operated cash register and processed customer transactions efficiently.
- Provided excellent customer service to enhance visitor experiences.
- Managed cash drawer, ensuring accurate cash handling and reconciliation.
- Assisted customers with inquiries about exhibits and merchandise.
- Maintained cleanliness and organization of the checkout area.
- Collaborated with team members to streamline transaction processes.
Rugby Team Captain
Rugby League Gold Coast Juniour Competitions
Gold Coast, Queensland
01.2019 - 11.2024
- Throughout these years I attended weekly training sessions focusing on developing my skills, fitness, and game strategies.
- It was imperative that I set the bar of good sportsmanship during competition by treating opponents with respect.
- It was entrusted to me to prepare pre-game speeches that motivated teammates to perform at their best level and conduct post-game debriefs that analyzed both successes and opportunities for growth.
- Participated as an active player in junior rugby league competitions on the Gold Coast, demonstrating teamwork and sportsmanship.
Crew member
McDonald's
Gold Coast, Queensland
06.2020 - 10.2021
- Skilled in food preparation and assembly in line with company quality standards, while maintaining high levels of cleanliness and organization across kitchen and front-of-house areas.
- Proficient in cash handling and operating point-of-sale systems, with a strong understanding of food safety and hygiene regulations.
- Efficient in prioritizing time-critical tasks, restocking stations, and keeping wait times low through fast and accurate service.
- A flexible team player, cross-trained in multiple roles and able to support different stations during busy periods, working closely with managers and colleagues to ensure smooth operations.
- Known for maintaining professional standards, engaging customers with friendly service, assisting with menu choices and add-on sales, and consistently meeting performance and service targets.
- Experienced crew member at McDonald's on the Gold Coast, delivering excellent customer service by accurately taking orders and creating a positive dining experience.
Education
Certificate II - Security Operations
Five Star Training
08.2026 - 08.2026
RSA - Responsible Service of Alcohol
Five Star Training
08.2026 - 08.2026
First Aid Certification - First Aid
Five Star Training
08.2026 - 08.2026
Secondary Schooling -
St Michael's College
Gold CoastCertificate III - Fitness
Binnacle Training
Gold CoastSkills
- Teamwork
- Health and Safety
- Group Collaboration
- Verbal Communication
- Adaptability
- Time Management
- Conflict Resolution
- Call logging
- Account updating
- Complaint resolution
- Call controlling
- Customer service Optimization
- Performance improvement
Extracurricular Activities
Junior Rugby League, JRL, Gold Coast, Queensland, 03/01/17, 09/01/24
Personal Information
Date of Birth: 04/18/07
Timeline
Certificate II - Security Operations
Five Star Training
08.2026 - 08.2026
RSA - Responsible Service of Alcohol
Five Star Training
08.2026 - 08.2026
First Aid Certification - First Aid
Five Star Training
08.2026 - 08.2026
Call Center Representative
Concentrix
03.2026 - Current
Cashier
Costco
10.2025 - 03.2026
Call Centre Representative
Foundever
02.2025 - 11.2025
Cashier
Ripley's Believe It Or Not!
06.2022 - 07.2025
Crew member
McDonald's
06.2020 - 10.2021
Rugby Team Captain
Rugby League Gold Coast Juniour Competitions
01.2019 - 11.2024
Secondary Schooling -
St Michael's College
Certificate III - Fitness
Binnacle Training