JAKE DURHAM
Melbourne,VIC
Summary
Dynamic professional with extensive customer-facing experience in high-pressure environments. Demonstrates adaptability in meeting varied customer needs. Established track record of fostering trust to enhance satisfaction, address issues, and ensure customer loyalty.
Overview
8
8
years of professional experience
Work History
Food and Beverage Attendant
Pirate Life Brewery
Melbourne, VIC
05.2025 - Current
- Managed a busy section with confidence and efficiency, providing warm, attentive table service in a fast-paced dining environment.
- Oversaw the bar with 14 rotating beer taps, maintaining product knowledge and delivering consistent pours to venue standards.
- Shook and built classic and signature cocktails, maintaining speed, accuracy, and presentation during peak service times.
- Opened the venue independently, setting up floor and bar areas for smooth service operations.
- Closed the bar autonomously, handling cashing up, stock resets, cleaning procedures, and lock-up protocols.
- Took initiative in maintaining overall venue flow, assisting across sections, communicating with the kitchen and team leads to ensure service ran smoothly.
- Provided seamless bar-to-floor service, adjusting quickly between roles to support the needs of the team.
Restaurant Supervisor
TINTA
Newcastle, NSW
01.2025 - 05.2025
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
- Redesigned and implemented an improved service structure to optimise operational efficiency and enhance guest experience.
- Improved customer satisfaction by ensuring consistent quality of food and service.
- Coordinated team members with focus on productivity, efficiency and enhancing customer experience.
- Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
- Hired, trained and mentored staff to meet and exceed high quality standards.
- Enhanced team performance with regular evaluations and constructive feedback.
- Coordinated with kitchen employees and front of house personnel to consistently drive smooth operations.
Gallery Assistant
LEDA Gallery
Newcastle, NSW
07.2024 - 05.2025
- Managing installation and de-installation processes, from coordinating transport logistics to installing 2D and sculptural works with precision and adherence to best practice handling protocols.
- Coordinated with curators regarding installation plans for upcoming shows.
- Overseeing load-in/load-out for exhibitions and artist deliveries, with care, timing, and professional communication.
- Acting as a front-of-house host, engaging warmly with visitors, collectors, and artists, while providing context about the work and enhancing the overall gallery experience.
- Maintaining the gallery environment, ensuring it remains clean, cohesive, and aligned with curatorial standards.
- Liaising with artists and clients, both in person and digitally, to coordinate artworks, sales, and event details.
- Handling social media engagement, responding to DMs, promoting exhibitions and artworks, and fostering digital relationships with both artists and collectors.
Section Waiter
Thermidor
Newcastle, NSW
06.2024 - 01.2025
- Enhanced customer satisfaction by providing attentive service and anticipating guests' needs.
- Managing a section of up to 25 guests.
- Developed strong product knowledge of menu offerings to provide informed recommendations on dishes according to guests' preferences, or dietary restrictions.
- Promoted a positive team environment by collaborating closely with colleagues to manage the workload efficiently.
- Supported restaurant operations by assisting in tasks such as inventory management, and stock replenishment when needed.
- Replenished water glasses regularly throughout meal period.
- Responded promptly and courteously to customer inquiries or complaints.
Customer Service Specialist
Eco Outdoor
Sydney, NSW
01.2023 - 09.2023
- Responding to customers' queries in a timely and accurate way via phone and email nationally across Australia.
- Booking and organizing deliveries, liaising with freight companies, and third parties.
- Manage large amounts of incoming calls.
- Building sustainable relationships and trust with customer accounts through open, interactive communication.
- Handle customer complaints, provide appropriate solutions, and alternatives within the time limits; follow up to ensure resolution.
- Doing both inbound and outbound calls.
- Open and maintain customer accounts by recording account information.
- Assist with the placement of orders and refunds.
- Conferred with customers by telephone or in person to provide information about products or services, and take orders.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Assistant Store Manager
General Pants
Northland, VIC
05.2022 - 01.2023
- Built employee knowledge through training and mentoring.
- Assisted with training staff on all internal operational functions.
- Coached employees on customer service and selling techniques.
- Assisted in the recruiting process, hiring, and retaining top talent.
- Directed employee tasks and time management, improving customer experiences.
- Held employees accountable, and corrected issues to achieve high standards.
- Provided performance feedback and coaching to employees.
Assistant Store Manager
Hype DC
Melbourne, VIC
11.2021 - 05.2022
- Resolved customer complaints efficiently while maintaining excellent customer service.
- Managed all customer inquiries and complaints in a professional and timely manner.
- Built employee knowledge through training and mentoring.
- Assisted with training staff on all internal operational functions.
- Coached employees on customer service and selling techniques.
- Assisted in the recruiting process, hiring, and retaining top talent.
- Directed employee tasks and time management, improving customer experiences.
- Held employees accountable, and corrected issues to achieve high standards.
Customer Service Officer
Wilson Parking
Melbourne, VIC
03.2021 - 11.2021
- Developed effective listening skills while interacting with customers over the phone or via email.
- Utilized problem-solving techniques to resolve customer disputes quickly and effectively.
- Adapted communication style based on the needs of each individual customer.
- Collaborated with colleagues across departments to ensure the best possible solutions were provided to customers.
- Worked closely with management teams to ensure compliance with company regulations and industry standards.
- Identified potential opportunities to upsell products or services to customers.
Department Manager
JD Sports
Newcastle, NSW
03.2019 - 03.2020
Supervisor
Glue Store
Newcastle, NSW
08.2017 - 11.2019
Education
Year 12 -
St. Francis Xavier's College
03-2016
Skills
- Customer retention
- Good communication skills
- Complaint handling
- De-escalation techniques
- Problem resolution
- Conflict mediation
- Strong awareness of KPIs
- Problem-solving techniques
- Staff management
- Staff training
References
References available upon request
Timeline
Food and Beverage Attendant
Pirate Life Brewery
05.2025 - Current
Restaurant Supervisor
TINTA
01.2025 - 05.2025
Gallery Assistant
LEDA Gallery
07.2024 - 05.2025
Section Waiter
Thermidor
06.2024 - 01.2025
Customer Service Specialist
Eco Outdoor
01.2023 - 09.2023
Assistant Store Manager
General Pants
05.2022 - 01.2023
Assistant Store Manager
Hype DC
11.2021 - 05.2022
Customer Service Officer
Wilson Parking
03.2021 - 11.2021
Department Manager
JD Sports
03.2019 - 03.2020
Supervisor
Glue Store
08.2017 - 11.2019
Year 12 -
St. Francis Xavier's College