Karla Lehmann
Maddington,Australia
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. 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
Corporate Concierge
Accor Apartments and Realty
02.2024 - 08.2024
- Handled sensitive information discreetly, maintaining confidentiality while assisting with personal requests from clients
- Developed strong relationships with vendors and suppliers to negotiate favorable terms for client services.
- Conducted research on behalf of clients to identify solutions for specific challenges or inquiries.
- Collaborated with internal departments to ensure cohesive service delivery across all aspects of the organization''s offerings.
- Assisted in marketing efforts by creating promotional materials and contributing to social media campaigns targeting potential clientele.
- Resolved conflicts or issues quickly through diplomatic negotiations between parties involved in order to preserve client relationships.
- Expedited deliveries of important documents or packages through careful coordination with couriers or company messenger services.
- Enhanced customer satisfaction by providing personalized assistance to corporate clients and addressing their needs proactively.
- Provided exceptional administrative support, managing schedules, correspondence, and reporting for senior management.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Created welcoming and comfortable environment for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Greeted guests upon arrival by providing warm welcome.
- Maintained accurate and up-to-date records of guest information.
- Assisted guests with variety of services and local attraction information.
- Facilitated and coordinated transportation services for guests.
- Scheduled and confirmed restaurant reservations for guests.
- Streamlined office operations for increased efficiency with effective communication and coordination among team members.
- Maintained accurate records of client interactions using VMS software tools for improved follow-up processes over time.
- Coordinated facility maintenance tasks efficiently, ensuring a clean and welcoming environment for visitors at all times.
Laundry Supervisor/Lobby Ambassador
Ritz Carlton Hotel
07.2022 - 02.2024
- Collaborated with multiple departments to maximize workflow and efficiency.
- Ensured that all customers received their orders on time by managing workflow effectively.
- Provided on-the-job training for new employees in order to ensure they had the skills necessary to perform their duties successfully.
- Followed all safety protocols when operating machinery associated with cleaning or repairing uniforms.
- Conducted periodic inspections of uniform storage areas to ensure proper organization is maintained.
- Used sewing machines or hand stitched fabrics and articles needing minor repairs.
- Verified that all returned items were accounted for properly before restocking them into inventory.
- Sorted and counted articles removed from dryers to fold, hang and wrap.
- Inspected, laundered, and repaired uniforms according to established procedures.
- Defined and monitored personnel and project schedules to ensure on-time project completion.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked with cross-functional teams to achieve goals.
- Completed day-to-day duties accurately and efficiently.
- Collaborated with front desk to respond promptly to guest requests and promote positive experience.
- Greeted customers, answered general questions and directed to appropriate locations.
- Handled customer complaints professionally and provided solutions where possible.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Assisted in verifying staff credentials, granting access to generally restricted areas.
- Maintained positive working relationship with fellow staff and management.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Concierge/Valet
Westfield Carousel
11.2021 - 01.2022
- Conduct all administrative service functions of the Concierge Desk including, but not limited to: Computer/printer, Internet, EFTPOS, e-mail, and any clerical and administration duties as assigned
- Open and closing procedures for concierge desk
- Management of the Westfield Gift Card service, including sales, while adhering to Gift Card policies and procedures including cash handling and reporting
- Manage customer and staff parking needs, including standard car park queries
- Responds to online customer service queries in a professional and timely manner
- Manage the Lost and Found directory and Mobility Service
- Liaises with the operations team, including security and cleaners
- Serve as a primary resource for customers, with a thorough understanding of all Westfield retailers and services
- Maximise sales opportunities for our retailers and work to satisfy customer needs by referring goods and services throughout the centre
- Drive sign-ups for Westfield Plus membership; actively encouraging consumers to register as a Westfield Plus members
- Develop and maintain thorough knowledge of centre store selection, locations, merchandising, price points, special sales, and events
- Maintain professional order, cleanliness, and presentation standards throughout the centre
- Resolving customer issues that may arise in a professional and timely manner and escalated when required
- Valet services.
Call Centre/Customer Service
Cleanaway
04.2021 - 10.2021
- Answering inbound telephone queries- Australia Wide
- Booking and scheduling services
- Answering all email requests
- Accounts enquiries, billing, credits and issuing
- Sales- Recommending products and services to clients
- Adhere to and exceed KPI’s (first call resolution/complaints/call times)
- Products and process knowledge
- Accurate and up-to-date maintenance of secure customer database
- Complaints resolution.
Reception/Student Liaison Officer
Insight Training Services
01.2021 - 03.2021
- Maintaining and updating of student attendance spreadsheets
- Enter new clients into database and spreadsheets
- Update and maintain electronic and hard copy records
- Updating of training resources
- Use of multiple spreadsheets for data analysis
- Adhoc reporting
- Procedure and process knowledge
- Privacy policy and codes of practice
- Various use of Internal programs
- Accurate and up-to-date maintenance of secure customer database
- Internal programs
- Liaising with internal staff
- General data entry
- Answering telephone enquiries
- Accurate and up-to-date maintenance of secure Student database
- Booking schedules for clients
- Respond to email communication in a timely manner
- Complaint resolution.
Practical Workplacement Officer
Arrow Training Services
04.2019 - 11.2020
- Liaising with Host Employers/Stakeholders, management and customers
- Maintaining Business Retention and work relations with employers
- Organising practical placement for each student according to qualification and requirement
- Maintaining and updating of student attendance spreadsheets
- Enter new clients into database and spreadsheets
- Update and maintain electronic and hard copy records
- Updating of training resources
- Use of multiple spreadsheets for data analysis
- Adhoc reporting
- Procedure and process knowledge
- Privacy policy and codes of practice
- Various use of Internal programs
- Accurate and up-to-date maintenance of secure customer database
- Internal programs
- Liaising with internal staff
- General data entry
- Answering telephone enquiries
- Accurate and up-to-date maintenance of secure Student database
- Booking schedules for clients
- Respond to email communication in a timely manner
- Complaint resolution
- Prepare outgoing mail and enter into mail registry
- Adhoc administration duties.
Student Enrolment & Student Services Officer
Arrow Training Services
04.2019 - 11.2019
- Data entry of student enrollment, induction and commencement of each student
- Accurate and up-to-date maintenance of secure Student database
- Booking schedules for clients
- Enter new students into VETtrak
- Update students private and confidential information
- Liaising with Student and JobActive consultants
- Liaising with Students to collect private and confidential information
- Auditing and compliance of student records
- Creating documentation and spreadsheets for Management/ASQWA use
- Creating and updating Induction PowerPoint presentations
- Recommendations for PowerPoint presentation changes
- Updating of training resources
- Privacy policy and codes of practice
- Various use of Internal programs
- Use of multiple spreadsheets for data analysis
- Answering telephone enquiries
- Complaint resolution
- Respond to email communication in a timely manner
- Printing of resources for trainers
- Prepare outgoing mail and enter into mail registry
- Adhoc administration duties
- Client Quotations
- Invoicing clients
- Products and process knowledge
- Privacy policy and codes of practice
- Various use of Internal programs
- Accounting spreadsheets
- Complaint resolution
- Products and process knowledge
- Respond to email communication in a timely manner
- Prepare outgoing mail and enter into mail registry
- Adhoc administration duties
- Creating and distribution of marketing material.
Delegate- Rehabilitation
DVA-Department of Veteran’s Affairs
03.2018 - 12.2018
- Registering New Claims
- Instrumenting Home Assessments
- Investigating Assessment report & recommendations for rehabilitation needs
- Informing Clients of legislation and Stature of limitations for recommendations
- Determining approval for recommendations
- Invoicing clients
- General data entry
- Investigation and approvals for unpaid Accounts
- Update and maintain electronic and hard copy records
- Update clients private and confidential information
- Liaising with internal staff
- Liaising with clients to collect private and confidential information
- Auditing and compliancy of accounting records
- Answering telephone enquiries
- Recommending products and services to clients.
Data Entry - Claims Processing Officer
HBF
02.2017 - 02.2018
- Answering inbound telephone queries
- Training, call coaching, auditing and quality assurance
- Ongoing coaching to ensure KPI’s were met
- Training requests
- Adhoc reporting
- Adhere to and exceed KPI’s (first call resolution/complaints/call times)
- Products and process knowledge
- Privacy policy, codes of practice and staff conduct adherence
- Accurate and up-to-date maintenance of secure customer database
- Received internal training
- Products and process knowledge
- Recommending products and services to clients.
APO- Australian Passport Office
DFAT- Department of Foreign Affairs and Trading
08.2016 - 11.2016
Call Centre Customer Service representative
JobAccess- Disability Services
03.2016 - 09.2016
Case Management for Centrelink recipients
Various ESS to Jobactive contracts
01.2010 - 01.2016
- Conducted home visits with clients when necessary.
- Assessed and identified service delivery challenges and opportunities within local area.
- Educated clients on how they can best manage their own care plan.
- Assessed risk factors associated with each case in order to create an effective safety plan.
- Analyzed proposed legislation, regulations or rule changes to determine impact of services.
- Prepared and maintained budgets, personnel records or training manuals.
- Determined functional status, activity, acuity and self-management levels to make proper care referrals.
- Evaluated effectiveness of interventions by tracking outcomes of cases managed.
- Conducted comprehensive assessments of clients to identify service needs and develop individualized case plans.
- Ensured that all required paperwork is completed accurately and submitted timely.
- Conducted assessments to obtain information for participant-centered plan of care.
- Determined organizational policies regarding program eligibility, requirements and benefits.
- Managed multiple program budgets and approved purchases for staff.
- Developed comprehensive client-driven case plan with short and long-term goals.
- Provided counseling and advocacy for clients in order to assist them in meeting their goals.
- Collaborated with community partners such as hospitals, schools, social service agencies, and probation departments to coordinate appropriate services for clients.
- Maintained case notes, records, and documentation according to agency policies and procedures.
- Facilitated group meetings and workshops on topics related to mental health issues, substance abuse prevention and treatment, parenting skills.
- Assisted clients in accessing entitlements such as Social Security benefits or Medicare coverage.
- Provided emotional support and encouragement during difficult times.
- Recruited, interviewed, and hired volunteers and staff.
- Coordinated referrals between outside agencies when needed.
- Monitored client progress through regular contact with family members or other significant persons in the client's life.
- Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
- Advocates for client rights while providing support to ensure access to needed services.
- Cooperated with local service providers, outreach workers, case managers and collaborative agencies to facilitate services for members.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
- Collaborated with others to discuss new opportunities.
Education
Some College (No Degree) - Certificate II Business Administration
Arrow Training Services
Perth, WASkills
- Certificate III- Business
- Sound written and verbal communication skills
- Ability to prioritise workload and work under pressure
- Excellent time management, forward planning, scheduling and the ability to react quickly to change
- Client satisfaction focus
- Calendar Management
- Vendor Relationship Management
- Concierge services knowledge
- Corporate etiquette
- Customer Service
- Hospitality
- Safety Procedures
- Thinking outside the box, make decisions and change strategies as required
- Retail experience with strong focus on customer service
- Contact Centre Experience
- Case Management experience with Centrelink and Jobactive clients
- Invoice Processing
- Report Generation
- Budget Administration
- Customer Relationship Management
- Document Control
- Data Archiving
- Interpersonal communications
- Social media networking
Affiliations
- camping
- getting out of comfort zone activities eg: for heights and flying, going on helicopter ride.
- cooking
- movies
Timeline
Corporate Concierge
Accor Apartments and Realty
02.2024 - 08.2024
Laundry Supervisor/Lobby Ambassador
Ritz Carlton Hotel
07.2022 - 02.2024
Concierge/Valet
Westfield Carousel
11.2021 - 01.2022
Call Centre/Customer Service
Cleanaway
04.2021 - 10.2021
Reception/Student Liaison Officer
Insight Training Services
01.2021 - 03.2021
Practical Workplacement Officer
Arrow Training Services
04.2019 - 11.2020
Student Enrolment & Student Services Officer
Arrow Training Services
04.2019 - 11.2019
Delegate- Rehabilitation
DVA-Department of Veteran’s Affairs
03.2018 - 12.2018
Data Entry - Claims Processing Officer
HBF
02.2017 - 02.2018
APO- Australian Passport Office
DFAT- Department of Foreign Affairs and Trading
08.2016 - 11.2016
Call Centre Customer Service representative
JobAccess- Disability Services
03.2016 - 09.2016
Case Management for Centrelink recipients
Various ESS to Jobactive contracts
01.2010 - 01.2016
Some College (No Degree) - Certificate II Business Administration
Arrow Training Services
Similar Profiles
Pasan Thenuka Perera BethmagePasan Thenuka Perera Bethmage
Food and Beverage Manager at The Sebel Yarrawonga - Accor HotelsFood and Beverage Manager at The Sebel Yarrawonga - Accor Hotels
Sharon ZEAITARSharon ZEAITAR
Maintenance Assistant at Accor Hotels, Apartments And Realty, BreakFreeMaintenance Assistant at Accor Hotels, Apartments And Realty, BreakFree
Jenny AllenJenny Allen
Owner Relations Manager at Accor Apartments And LeasesOwner Relations Manager at Accor Apartments And Leases