Summary
Overview
Work History
Skills
Certification
References
Timeline
Generic

Jemma Gafa

Ballarat,VIC

Summary

Hi! I'm Jemma, I'm a hard working, reliable 26 year old woman with over 8 years of retail, hospitality, call centre and manager experience. I have a desire to take on new challenges and learn new skills. I've got a strong worth ethic, adaptability and exceptional interpersonal skills. Comfortable at working unsupervised and a quick learner.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Facility Manager

Concentrix
Ballarat, VIC
01.2023 - 01.2024
  • Maintained cleanliness and presentation standards to increase appeal of facility.
  • Prepared and submitted reports on facility operations, including budget updates.
  • Scheduled and monitored on-site inspections of facility.
  • Conducted regular inspections of facilities to ensure safe working conditions.
  • Inspected buildings regularly to identify potential risks or hazards that may affect employee safety.
  • Assisted in developing emergency response plans for natural disasters or other emergencies.
  • Enforced tenant and vendor compliance with insurance requirements and coordinated claims.

Contact Center Representative

Concentrix
Ballarat, VIC
01.2020 - 01.2023
  • Assisted the Deaf, hearing & speech impaired community.
  • Answered customer inquiries via phone, email and chat.
  • Monitored incoming calls, emails and chats for quality assurance purposes.
  • Utilized various software tools such as Microsoft Office Suite, Salesforce.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.

Contact Center Representative

Serco Asia Pacific
Ballarat, VIC
03.2019 - 11.2019
  • Made outbound & received inbound calls and emails in assisting the Victorian public in writing up crime reports to assist Victoria Police.
  • Liaised with sergeants and other government bodies when necessary.
  • Answered customer inquiries via phone, email and chat.
  • Resolved customer complaints in a professional manner.
  • Followed up with customers after each interaction to ensure satisfaction.

Food and Beverage Attendant

Sovereign Hill
Ballarat, VIC
02.2019 - 09.2019
  • Handled large international guest groups & school excursions efficiently.
  • Greeted customers promptly and courteously, took orders accurately, and served food and drinks efficiently.
  • Performed opening, closing duties such as setting up tables, chairs, checking equipment operation, counting money in register drawers.
  • Operated cash registers to handle both cash and card transactions, providing customers with appropriate change and receipts.
  • Maintained cleanliness of the dining area and kitchen equipment in accordance with health department standards.
  • Effectively multitasked within fast-paced environment.

Skills

  • Call Handling
  • Complaint Resolution
  • Point of Sale Systems
  • Data Entry
  • Cash Handling
  • Verbal and Written Communication
  • Proficient in most Microsoft Office suites
  • Strong Leadership

Certification

  • Valid full drivers license.
  • Valid working with children check.
  • First Aid level II certified to provide CPR & First Aid.
  • Food Handlers certificate.
  • Cert III in Hospitality.

References

  • Andy Whiting - 0419 103 059
  • Kaye Quarrell - 0499 666 007
  • David Flanagan - 0428 310 489

Timeline

Facility Manager

Concentrix
01.2023 - 01.2024

Contact Center Representative

Concentrix
01.2020 - 01.2023

Contact Center Representative

Serco Asia Pacific
03.2019 - 11.2019

Food and Beverage Attendant

Sovereign Hill
02.2019 - 09.2019

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Jemma Gafa