Summary
Overview
Work History
Education
Skills
Work Qualifications
References
Timeline
Generic
Karina Leahy

Karina Leahy

Caversham

Summary

With over 25 years of customer service I have been trained to be supportive of all customer service requests and poised to anticipate needs of our passengers. Exceptional customer experience facilitator with adaptability and creativity in building healthy passenger connections. Successful troubleshooter of all types of ticket and service concerns.

Overview

37
37
years of professional experience

Work History

Train Hostess Passenger Assistant

Delron & TransWa
01.2008 - Current
  • Effectively answered passenger and visitor questions regarding baggage handling and train schedules
  • Specific assistance to disabled & elderly passengers and stowed wheelchairs and equipment correctly
  • Ticketing and manifest checks
  • Greeting passengers and providing boarding instructions to ensure all passengers are accounted for and seated correctly
  • Utilized PA system to announce arrivals, departures and changes to train running schedules
  • Use of correct Radio communication
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills
  • Daily written trip reports & preparation of appropriate daily paperwork
  • Ensure passenger complaints are fully investigated, managed effectively, documented and appropriate service recovery is applied
  • Responsible for up to 160 passengers
  • Pre & post safety equipment and security checks
  • Responsible Serving of Alcohol
  • Cash handling / Reconciliation
  • Remote country working requires solving and following through with any problem that may arise en route
  • Followed stock rotation procedures
  • Counting and checking of stock to ensure no damaged or expired items are placed on shelves.

Customer Service Manager

Woolworths Supermarket
01.2003 - 01.2008
  • Achieving KPI's
  • In charge of 30 staff
  • Increase customer service
  • Team Development
  • Staff appraisals
  • Customer Service
  • Stock ordering and rotation
  • Rostering
  • Staff delegation
  • Staff training
  • Employment interviews
  • Cash handling / Reconciliation
  • Customer complaints & feedback
  • Use of announcement & telephone systems.

Checkout Operator - Night Fill

Woolworths
01.1995 - 01.2001
  • Cash handling, Stock maintenance & rotation
  • Customer complaints.

Checkout Operator/Supervisor

Woolworths Supermarket
01.1989 - 01.1991
  • Cash handling / Reconciliation
  • Stock maintenance & rotation
  • Customer complaints.

Front Counter Hostess, Packer Cook

KFC
01.1987 - 01.1988
  • Customer service
  • Cash handling
  • Food preparation
  • Stock ordering & rotation
  • Kitchen Hand / Cook
  • Domestic cleaning.

Education

Cert 2 Tourism Sales/Office Operations -

Thompson Education Direct

Intuitive Reiki Master Practitioner -

Intuitive Reiki International
01.2020

Diploma | Beauty Therapy -

Avalon Beauty College
01.2003

Skills

  • Supervision (Leading & managing people)
  • Working in a team environment and autonomously
  • Identifying client requirements
  • Customer service
  • PPE use
  • Reliable and trustworthy
  • Decision-making
  • Adaptable under pressure

Work Qualifications

  • Certificate III Store Operations (Customer Service Manager)
  • Certificate 2 in Hospitality
  • Certificate 2 in transport and logistics
  • Responsible service of Alcohol
  • Senior First Aid
  • Emergency Evacuation
  • Communication, Verbal, PA and two way radio
  • Firefighting Certificate
  • Dangerous Goods Awareness
  • Dealing with conflict customer service course.

References

  • Mr. Angelo Daniele, Assistant Operations Manager, East Perth Terminal, 0409885208
  • Mr. Darren Madison, Train Services Supervisor, East Perth Terminal, (08)93263523 Mobile 04039837713

Timeline

Train Hostess Passenger Assistant

Delron & TransWa
01.2008 - Current

Customer Service Manager

Woolworths Supermarket
01.2003 - 01.2008

Checkout Operator - Night Fill

Woolworths
01.1995 - 01.2001

Checkout Operator/Supervisor

Woolworths Supermarket
01.1989 - 01.1991

Front Counter Hostess, Packer Cook

KFC
01.1987 - 01.1988

Cert 2 Tourism Sales/Office Operations -

Thompson Education Direct

Intuitive Reiki Master Practitioner -

Intuitive Reiki International

Diploma | Beauty Therapy -

Avalon Beauty College

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Karina Leahy