Kane Graeme Barker

As a Senior Customer Service Specialist, we manage extraordinary situations to champion swift resolution for each customer.

• We are empowered to review and make exceptions to existing policies.

SCS provides key support for the Retail Contact Centre's customer-facing specialists.

• Additionally, the team handles daily Customer Satisfaction Survey analysis and coordinate outreach to distressed customers. We communicate official positioning on company issues, develop creative solutions to complex customer problems, find opportunities for operational improvements and strategies.
• SCS is an essential link between customers and Apple's Executive Team, the position requires ability to communicate and interact cross-functionally with multiple levels of management.

Key Achievements:

• Proved successful working within tight deadlines and a fast-paced environment.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Streamlined workflow processes for improved team efficiency and increased productivity.

• Followed all company policies and procedures to deliver quality work.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Collaborated with cross-functional teams to achieve project goals on time and within budget.
• Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
• Championed the adoption of new software tools that streamlined workflows across multiple departments.
• Enhanced customer satisfaction with timely and accurate issue resolution.
• Streamlined project delivery processes, reducing completion times significantly.
• Implemented customer feedback system to inform product development.
• Designed employee recognition program that improved morale and reduced turnover.
• Evaluated customer needs and feedback to drive product and service improvements.

• As an Apple Senior Specialist, I supported all of Apple's products, from iPhones to iPads to MacBook's to desktop Macs.
• I was Apple customer's point of contact for complex cases that required case management and investigation, along with being the friendly voice of Apple, providing award-winning customer service, troubleshooting, and support.
• I relied on listening to our customers and using my technical expertise, creativity, and passion to meet their needs whilst reminding them that behind our great products are amazing people.
• I'm a natural problem-solver and amazing with customers. I'm enthralled by the way things work, and have the ability to install, maintain, and troubleshoot my own hardware and software. I can multitask across systems and applications, analyse and resolve a
• I have excellent verbal and written communication skills, as well as the ability to effectively priorities and manage my time. While at AppleCare I was not only there to help fix technical issues, but also provide an incredible customer experience.
• Working independently from home, I have the discipline and ability to work remotely from coworkers and management.
• ▪ Professional troubleshooting expertise and proven technical ability
• ▪ Customer service focus and passion for support
• ▪ Experience interacting with a customer base of diverse backgrounds including people with a disability
• ▪ Excellent interpersonal & communication skills
• ▪ Ability to work independently as well as in a team
• ▪ Case Management
• Key Achievements:
• ▪ Led the development and implementation of Employee Enrichment Advocate Program, to increase in staff productivity and enjoyment service standards.
• ▪ Won the Award for best KPI and Metrics

• Assisted guests over the telephone with reservations, flight changes, documents, visa/passport information
• Identified new opportunities; undertaking assessment to determine potential and subsequently submitting reports to management outlining suggestions
• Assisted with the development and implementation of new plans and initiatives; ensuring compliance with guidelines and legislative requirements
• Scheduled personal workflow; monitoring performance to ensure compliance with individual and team KPI targets
• Managed conflict; liaising with customers to determine the nature of complaints and deliver appropriate solutions

• Massages to corporate clients as a primary and secondary job, completing paperwork and liaising with organisers of events and conferences

• Provided personalised on-board cabin service to a diverse range of customers, including people from non-English speaking backgrounds and children
• Maintained a high standard of care, and monitored and responded to individuals with special needs
• Adapted interactions with customers to suit individual communication styles
• Managed conflict; liaising with customers to determine the nature of complaints and deliver appropriate solutions
• Performed assessments of the cabin area, pre- and during flight
• Demonstrated emergency procedures
• Prepared passengers for take-off and landing
• Administered first aid, when required
• Worked in close collaboration with a professional team
• Selected as only 1 of 12 cabin crew for CASA's proving flight
• Appointed in the first group of experienced Cabin Crew at the newly established Australian operations

Provided personalised on-board cabin service to a diverse range of customers, including people from non-English speaking backgrounds and children; maintaining a high standard of care, and monitoring and responding to individuals with special needs, including nervous flyers, those with disabilities, and unaccompanied minors.

▪ Adapted interactions with customers to suit individual communication styles; acting with sensitivity to the needs of others, including the reassurance of passengers in the event of turbulence and other issues.

▪ Managed conflict; liaising with customers to determine the nature of complaints and deliver appropriate solutions.

▪ Performed assessments of the cabin area, pre- and during flight; identifying factors impacting upon customer comfort and / or safety and taking action to address same.

▪ Demonstrated emergency procedures; clearly conveying information relating to location and use of life jackets, oxygen masks, seat belts and emergency exits.

▪ Prepared passengers for take-off and landing; assisting with the adjustment of seat belts and trays and ensuring all crew

areas and facilities were in position and adequately secured.

▪ Administered first aid, when required; performing emergency medical procedures on injured, sick or distressed passengers.

▪ Worked in close collaboration with a professional team; supporting the work of others and, when required, providing

guidance and coaching to accelerate the development of skills and promote compliance with procedures.

▪ Undertook quality assurance functions; preparing the aircraft for flight, with the aim of enhancing our efficiency and improving our service and standard of care.

▪ Identified new opportunities; undertaking assessment to determine potential and subsequently submitting reports to management outlining suggestions.

▪ Assisted with the development and implementation of new plans and initiatives; ensuring compliance with guidelines and

legislative requirements.

▪ Scheduled personal workflow; monitoring performance to ensure compliance with individual and team targets.

▪ Provided assistance in the gate lounge, when required; assisting with boarding and arrivals.

Key Achievements:

▪ Selected as only 1 of 12 cabin crew for CASA's proving flight – a vital, compulsory requirement for Tiger to be granted an Air

Operators Certificate, with repercussions of postponed flights and thousands of refunded tickets if it wasn't granted.

Formed an instrumental member of the team on 2 flights to Maroochydore and Launceston that were largely glitch-free.

▪ Appointed in the first group of experienced Cabin Crew at the newly established Australian operations; demonstrating the

willingness to undertake additional duties outside the scope of normal tasks, and subsequently entrusted with recruitment assistance and uniforms.

Testimonial:

▪ “...as an experienced cabin crew member, [Kane] was amongst those selected to participate in the CASA proving flight [which] was extremely successful and he was commended on his knowledge and professionalism.

Since that time Kane has proven himself to be a very capable and experienced cabin crew member. He has developed strong and lasting relationships with his colleagues and his passion for his chosen role is obvious.”

Doug Melville, Head of People and Culture, Tiger Airway Australia.

• Managed complex requests and bookings; consistently exceeding expectations by offering superior service and support
• Oversaw the checking-in of passengers for domestic and international flights
• Liaised with clients in a friendly manner that upheld Qantas' image
• Adhered to strict flight deadlines in respect to booking in passengers
• Resolved issues; inspecting procedural manuals and conferring with management and team members

• Attended to the needs and requests of passengers on international flights within the Pacific region; enhancing customers' travel experience through the provision of outstanding service.
• ▪ Acted as Safety Officer; maintaining adherence to health and safety standards, including dangerous goods protocols, and complying fully with legal requirements and organisational policy.
• ▪ Directed passengers; ensuring that correct boarding and departure procedures were performed.
• ▪ Monitored passengers to ensure compliance with regulations; negotiating with difficult or aggressive customers to preserve the comfort and safety of all cabin occupants.
• ▪ Served customers; performing accurate transactions for purchases whilst acting in accordance with food safety and responsible service of alcohol standards.
• ▪ Maintained cabin cleanliness and presentation; attending to duties pre-flight, during transit and post-flight to ensure all areas complied with hygiene regulations.
• Key Achievements:
• ▪ Received commendations from supervisors in regards to flexibility, receptivity to feedback, strong work ethic and exemplary cabin presence.
• ▪ Participated in the establishment of a burgeoning airline; promoting the company name and organisational culture to customers.
• ▪ Responded proactively to emergency situations and other incidents; effectively protecting the safety, security and comfort of passengers and crew.
• ▪ Received positive feedback, cards and gifts from VIP guests for excellence in service; including internationally renowned performers.

• Undertook 5-star service duties across the hotel; providing attendance for up to 200 guests
• Awarded Best Male Grooming and Presentation; nominated and selected by team members
• Informed clients of policies and procedures.
• Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.

• Charged with the creation and management of business development strategies
• Secured a deal with Singapore Airlines to the value of $500k
• Developed strong relationships with key clients, leading to increased revenue and repeat business.
• Optimized account profitability by closely monitoring financial metrics, adjusting pricing strategies as needed based on market conditions or competitive pressures.
• Conducted regular account reviews, ensuring alignment with client objectives and addressing any challenges proactively.
• Ensured accurate forecasting by maintaining up-to-date records of sales activities and client interactions in CRM systems.
• Streamlined internal processes for improved efficiency, facilitating timely responses to client inquiries and concerns.