Jessica Rocca
51 Stevens Road Langwarrin,VIC
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
Work History
Reservations Officer
Frankston City Council
09.2018 - Current
- Organise hall bookings for casual and permanent hirers
- Invoicing customers when booking community halls and organise requisition of payments
- Inspect and maintain facilities
- Issuing access pin codes and swipe cards for bookings (casual/permanent)
- Manager all enquiries via our LiveChat/Phone/Email
- Uploading photos to our social media page, providing potential hirers updated photos of any new features and facilities within the halls.
- Collaborated with team members to achieve department goals and maintain high levels of customer service.
- Resolved customer complaints professionally and efficiently, ensuring a positive experience despite any initial issues with the reservation process.
- Prepared monthly reports on reservations activity for management review and analysis.
- Coordinated with other departments to ensure seamless customer experiences from reservations through checkout.
- Provided exceptional customer service through timely responses to emails and phone calls from potential hirers.
- Managed debt collection with previous hirers creating payment plans to assist them financially.
Customer Relations Officer
Frankston City Council
05.2016 - 09.2018
- Managed a high volume of inbound calls, efficiently responding to customer inquiries and resolving issues.
- Use of Pathway to lodge customer requests
- Great communication skills
- Helping customers with enquires
- Working at the Visitor Information Centre providing customer service to tourists who visit the store
- Ability to perform tasks in an efficient manner & under pressure
- Training and gain knowledge within all departments to provide great customer service
- Continue learning through our website (Frankston City Council and Grapevine) to ensure we provide correct information
- Use of Rem Explorer for septic tank files for the Environmental Health Department.
- Actively listened to customers'' feedback and communicated their needs to the management team, leading to targeted improvements.
- Collaborated with team members to identify areas for improvement in customer service delivery, resulting in better overall performance.
Events Assistant
Imagine Asia Pacific
07.2013 - 04.2017
- Fantastic Customer Service
- Assist clients with questions & queries before, during and after events
- Checking clients/speakers and or general public into the events
- Data entry
- Respond to emergencies or incidents associated with events or spaces and help find solutions to problems.
- Collaborated with vendors to secure necessary event services and supplies.
- Directed guests to correct seating areas, providing seamless expo experiences
- Inspected tickets and customer IDs, checking for appropriate age requirements.
Assistant Manager
Roc’s Cafe
09.2015 - 03.2016
- Created a fun, friendly Customer Service experience for the cafe
- Created pages on social media platforms e.g. Facebook/Instagram to help promote the business
- Food preparation
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored team members to enhance professional development and accountability in workplace.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects.
- Cash handling/EFTPOS
- Responsible for all front of café operations, including opening and closing.
Sales Assistant – Department, Pandora
South Gippsland Jewellers
11.2014 - 05.2015
- Ensuring all stock is out on show and re-merchandising products
- Great Customer Service
- Cash handling/EFTPOS
- Responsible for all front of store operations, including opening and closing
- Keeping the store clean and tidy.
Assistant Store Manager & Stocktake Coordinator
Lovisa
11.2012 - 11.2014
- Ensuring all stock is out on show and re-merchandising products
- Visual Merchandiser
- Great Customer Service
- Cash handling/EFTPOS
- Styling customers to ensure their satisfied with each purchase
- Responsible for all front of store operations, including opening and closing
- Keeping the store clean and tidy
- Stocktake Coordinating
- Ensure the stock room is clean and tidy and inventory items are clearly laid out
- Allocating each team member their held hand scanner
- Scan every item
- Setting up the stocktake manual on the computer
- Allocating tasks.
Home Care Assistant
In Home Care
05.2012 - 10.2012
- General housekeeping
- Babysitting young children 2-6 years of age
- School drop offs
- Cooking
- Grocery shopping
- Ensuring a positive environment for the family.
Customer Service Agent (Administration/Call Centre & Receptionist)
Kings Transport (Courier Company)
03.2011 - 02.2012
- Strong communications, verbal & written skills
- Excellent interpersonal & customer relationship building skills
- Organising bookings for clients for courier services
- Data Entry
- Ability to perform tasks in an efficient manner & under pressure
- Operating switch boards, answering incoming calls
- Training new staff members
- General office duties (Printing, filing & cleaning).
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
Sales Assistant
Howards Storage World
11.2009 - 01.2011
- Great Customer service skills
- Ensuring all stock is out on show and re-merchandising products
- Ensuring a clean and tidy store is provided
- Cash handling/EFTPOS
- Customer ordering
- Experiencing with MYOB retailer computer programs in sales
- Refunds and exchanges.
Education
Diploma of Theatre Arts - Theatre
Swinburne University of Technology
Melbourne, VIC11.2010
Skills
- Empathy and patience
- Strong Organization
- Adept at using various social media platforms
- Team Collaboration
- Team Leadership
- Creative Thinking
Background Career Objective
I am currently working at Frankston City Council within the Customer Relations & also Public Space & Leisure departments, within these roles I have been exposed to variance tasks and responsibilities. Being able to understand the key requirements of customer service dealing with the community on a daily basis with regards to a number of different quires. In my role as a Reservations Officer I have been exposed to organising and maintaining Frankston City Council’s facilities through bookings for casual and permanent hirers, organizing key collections amongst many more responsibilities. I am seeking to continue my development within local council and I believe the position at Maroondah City Council as a Community Halls Customer Service & Administration Officer will provide me with this. I can bring my background both from local council and retail to provide the best possible customer service and be a real asset to Maroondah City Council and more specifically to Karralyka and the Leisure Department.
Personal Information
Date of Birth: 03/14/91
Timeline
Reservations Officer
Frankston City Council
09.2018 - Current
Customer Relations Officer
Frankston City Council
05.2016 - 09.2018
Assistant Manager
Roc’s Cafe
09.2015 - 03.2016
Sales Assistant – Department, Pandora
South Gippsland Jewellers
11.2014 - 05.2015
Events Assistant
Imagine Asia Pacific
07.2013 - 04.2017
Assistant Store Manager & Stocktake Coordinator
Lovisa
11.2012 - 11.2014
Home Care Assistant
In Home Care
05.2012 - 10.2012
Customer Service Agent (Administration/Call Centre & Receptionist)
Kings Transport (Courier Company)
03.2011 - 02.2012
Sales Assistant
Howards Storage World
11.2009 - 01.2011
Diploma of Theatre Arts - Theatre
Swinburne University of Technology
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