Katherine Liddell
Kyabram,Australia
Summary
I’m a friendly, down-to-earth customer service professional with more than twenty years’ experience across cafés, retail and the wine industry. I enjoy connecting with people, helping them feel welcome, and making their day a little easier. I’m known for staying calm under pressure, communicating clearly, and handling customer enquiries with patience and genuine care. I take pride in my work, have a strong sense of integrity, and bring a practical, community-minded approach to everything I do.
Overview
24
24
years of professional experience
Work History
Café Manager
Healthy Tummies
02.2022 - 11.2025
- Delivered friendly, professional customer service across face‑to‑face and phone enquiries.
- Resolved customer questions and issues promptly to maintain a positive guest experience.
- Ensured a warm, welcoming environment and upheld high service standards.
- Trained new team members on workplace procedures, customer service expectations, and food‑safety practices.
- Supported staff wellbeing and managed day‑to‑day team performance.
- Coordinated workflow and staff allocation during peak periods to maintain smooth operations.
- Filed, categorised, and maintained supplier invoices and other business documentation.
- Accurately entered stock intake into the Square POS system and maintained clean digital records.
- Completed daily operational paperwork, including temperature logs, compliance documents, and open/close checklists.
- Managed general administrative enquiries via phone and email.
- Conducted regular stocktakes and ensured accuracy through reconciliation processes.
- Managed supplier relationships and placed stock orders (milk, cakes, groceries, frozen items) via phone and email.
- Monitored stock levels and made purchasing decisions based on sales trends and predicted demand.
- Checked incoming deliveries for accuracy, quality, and correct quantities.
- Completed and recorded daily temperature checks and maintained all compliance logs.
- Ensured ongoing adherence to food safety, hygiene, and workplace health requirements.
- Performed mandatory opening and closing procedures aligned with council and workplace standards.
- Nominated Employee of the Year — Campaspe Shire Council, 2024
- Recognised for outstanding customer service and community contribution.
Customer Service / Sales
St Anne’s Winery
01.2007 - 01.2012
- Responsible for the delivery of prompt and courteous service to customers.
- Facilitate and conduct wine tastings for customers.
- Convert guests into members and help them purchase wine while interacting with them.
- Providing friendly, tailored and knowledgeable wine experiences, with multiple customers at once.
- Maintaining a high level of presentation of the cellar door.
- Completing end of shift activities and balancing register.
- Order packing, including liaising with freight suppliers and online/phone customers.
- Promotes responsible service of alcohol.
- Comply with all OH&S policies and procedures.
- Report all accidents, near misses and unsafe work practices/hazards to the Manager.
Customer Service / Front of House
Double Dragon
01.2004 - 01.2009
- Greet and escort customers to their tables.
- Anticipate guest needs, ascertain satisfaction, and respond urgently and appropriately to guest concerns and requests.
- Present menu and provide detailed information when asked (e.g. about portions, ingredients or potential food allergies).
- Prepare tables by setting up linens, silverware and glasses.
- Offer menu recommendations upon request.
- Up-sell additional products when appropriate.
- Take accurate food and drinks orders, using a POS ordering software.
- Communicate order details to the Kitchen Staff.
- Serve food and drink orders.
- Check dishes and kitchenware for cleanliness and presentation and report any problems.
- Arrange table settings and maintain a tidy dining area.
- Follow all relevant health department regulations.
- Provide excellent customer service to guests.
Customer Service / Front of House
Two Tarts Catering
01.2002 - 01.2004
- Set the tone of the experience by delivering excellent customer service.
- Maintaining product displays - making sure everything looks delicious at all times.
- Providing guests with insights on the menu or daily specials.
- Taking guests’ food and drink orders.
- Light food preparation.
- Ensuring that water glasses are always filled.
- Acting as the liaison between the guests and the kitchen.
- Provide prompt and positive action to resident queries, questions or concerns.
- Providing attentive and professional customer service.
- Processing bills after the meal has concluded.
Skills
- Teamwork
- Communication
- Customer Interaction
- Organisation
- Time Management
- Adaptability
- Technology Proficiency
- Task Ownership
- Problem Solving
- Community Mindedness
Mother Experience
01/01/12, Teacher: Inspire my son through play-based and interest focused activities., Chef: Develop recipes, plans menus, orders food inventory and ensure sanitary kitchen conditions., Event Planner: Coordinating schedules and appointments with specialists to monitor his development., Housekeeper: Maintaining an orderly house, includes vacuuming, mopping, dusting, laundry, dishes, picking up toys and removing stains from the carpet and furniture., Accountant: Accounting functions such as creating and balancing a budget, paying bills and identifying cost-saving opportunities., Chauffeur: Providing transportation to and from doctor appointments, school, shopping and play dates; ensure we arrive at the right place at the right time.
Accomplishments
Nominated Employee of the Year, Campaspe Shire Council, 2024, Recognised for outstanding customer service and community contribution.
Customer Service Sales Experience
St Anne’s Winery, 01/01/07, 12/31/12, Responsible for the delivery of prompt and courteous service to customers., Facilitate and conduct wine tastings for customers., Convert guests into members and help them purchase wine while interacting with them., Providing friendly, tailored and knowledgeable wine experiences, with multiple customers at once., Maintaining a high level of presentation of the cellar door., Completing end of shift activities and balancing register., Order packing, including liaising with freight suppliers and online/phone customers., Promotes responsible service of alcohol., Comply with all OH&S policies and procedures., Report all accidents, near misses and unsafe work practices/hazards to the Manager.
Customer Service Front Of House Experience
- Double Dragon, 01/01/04, 12/31/09, Greet and escort customers to their tables., Anticipate guest needs, ascertain satisfaction, and respond urgently and appropriately to guest concerns and requests., Present menu and provide detailed information when asked., Prepare tables by setting up linens, silverware and glasses., Offer menu recommendations upon request., Up-sell additional products when appropriate., Take accurate food and drinks orders, using a POS ordering software., Communicate order details to the Kitchen Staff., Serve food and drink orders., Check dishes and kitchenware for cleanliness and presentation and report any problems., Arrange table settings and maintain a tidy dining area., Follow all relevant health department regulations., Provide excellent customer service to guests.
- Two Tarts Catering, 01/01/02, 12/31/04, Set the tone of the experience by delivering excellent customer service., Maintaining product displays - making sure everything looks delicious at all times., Providing guests with insights on the menu or daily specials., Taking guests’ food and drink orders., Light food preparation., Ensuring that water glasses are always filled., Acting as the liaison between the guests and the kitchen., Provide prompt and positive action to resident queries, questions or concerns., Providing attentive and professional customer service., Processing bills after the meal has concluded.
Skills Summary
Enjoys being part of a supportive team and contributes to a positive, friendly work environment., Brings people together by recognising individual strengths and helping others feel confident in their role., Encourages team morale during busy or challenging periods., Comfortable sharing ideas or a different point of view in a respectful, inclusive way., Communicates clearly and calmly with people from all walks of life., Listens closely, asks the right questions, and makes sure others feel heard and understood., Able to pick up on people’s needs and adjust communication to suit the situation., Skilled at finding practical solutions and guiding conversations towards positive outcomes., Keeps work areas, tasks and paperwork organised and easy to follow., Works methodically and stays on top of priorities, even during busy periods., Comfortable juggling multiple tasks and adjusting plans when things change., Remains steady, reliable and composed under pressure., Learns new systems quickly and adapts well to different styles of workplaces., Confident with basic technology, point-of-sale systems and digital record keeping., Takes ownership of tasks and follows through to make sure things are completed properly., Brings a helpful, community-minded approach to working with colleagues, customers and suppliers.
References
Available upon request
Cafe Manager Experience
Healthy Tummies, Delivered friendly, professional customer service across face-to-face and phone enquiries., Resolved customer questions and issues promptly to maintain a positive guest experience., Ensured a warm, welcoming environment and upheld high service standards., Trained new team members on workplace procedures, customer service expectations, and food-safety practices., Supported staff wellbeing and managed day-to-day team performance., Coordinated workflow and staff allocation during peak periods to maintain smooth operations., Filed, categorised, and maintained supplier invoices and other business documentation., Accurately entered stock intake into the Square POS system and maintained clean digital records., Completed daily operational paperwork, including temperature logs, compliance documents, and open/close checklists., Managed general administrative enquiries via phone and email., Conducted regular stocktakes and ensured accuracy through reconciliation processes., Managed supplier relationships and placed stock orders via phone and email., Monitored stock levels and made purchasing decisions based on sales trends and predicted demand., Checked incoming deliveries for accuracy, quality, and correct quantities., Completed and recorded daily temperature checks and maintained all compliance logs., Ensured ongoing adherence to food safety, hygiene, and workplace health requirements., Performed mandatory opening and closing procedures aligned with council and workplace standards.
Personal Information
- Available: Full-time, with flexible availability across the 7-day week
- Driving License: Current drivers’ licence
Timeline
Café Manager
Healthy Tummies
02.2022 - 11.2025
Customer Service / Sales
St Anne’s Winery
01.2007 - 01.2012
Customer Service / Front of House
Double Dragon
01.2004 - 01.2009
Customer Service / Front of House
Two Tarts Catering
01.2002 - 01.2004