Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Katie Remfry

Summary

Organised Team Leader adept at fostering positive rapport, inspiring trust, and guiding teams toward achieving organisational goals. Skilled facilitator experienced in collaborating cross-departmentally with co-management and top level leadership. Exceptional trainer and mentor.

Overview

20
20
years of professional experience

Work History

Messaging Team Leader

AHM
08.2023 - Current
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Held weekly team meetings to inform team members on company news and updates.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Supervised team members to confirm compliance with set procedures and quality requirements.

Messaging Step Up Team Leader

AHM
11.2021 - 08.2023
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Carried out day-to-day duties accurately and efficiently
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
  • Developed and maintained courteous and effective working relationships
  • Maintained excellent attendance record, consistently arriving to work on time
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
  • Remedied issues quickly and within parameters of company-mandated policies and procedures
  • Assisted Team Leader with coaching and mentoring of new employees
  • Recommended products to customers, thoroughly explaining details
  • Responded proactively and positively to rapid change
  • Sought ways to improve processes and services provided
  • Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching performance goals.

Customer Service Officer

AHM
08.2012 - 11.2021
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Investigated and resolved customer inquiries and complaints quickly
  • Recommended products to customers, thoroughly explaining details
  • Maintained up-to-date knowledge of product and service changes
  • Sought ways to improve processes and services provided
  • Maintained energy and enthusiasm in fast-paced environment
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Handled inbound customer chat conversations
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs
  • Documented all customer information accurately in computer system, providing dated notes for future reference
  • Provided online demonstrations to educate customers on product features and online help resources.

Early Childhood Teacher

Beverly Hills Montessori Christian Long Day Care
01.2012 - 08.2021
  • Observed children to identify individuals in need of additional support and developed strategies to improve assistance
  • Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviours
  • Educated students in foundational concepts such as shapes, numbers and letters
  • Consulted with parents to build and maintain positive support networks and support continuing education strategies
  • Fostered reasoning and problem solving through active exploration games and activities
  • Sanitized toys and play equipment each day to maintain safety and cleanliness
  • Monitored students' academic, social and emotional progress and recorded in individual files
  • Promoted physical, academic and social development by implementing diverse classroom and outside activities
  • Allowed for ample outdoor discovery time in schedule each day.

Barista

Café Four
01.2011 - 12.2011
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment
  • Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores
  • Cleaned counters, machines, utensils and seating areas daily
  • Controlled line and crowd with quick, efficient service
  • Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment.

Barista

Gloria Jeans
01.2008 - 12.2011
  • Sanitized equipment and wiped down counters and tables to prevent spread of germs
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales
  • Trained new team members with positive reinforcement and respectful, encouraging coaching
  • Learned every menu preparation and numerous off-label drinks to meet all customer needs
  • Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins
  • Made and served brand-specific café beverages per day with speed, quality and consistency
  • Completed over successful daily cash audits to correctly balance drawers at end of each shift
  • Maintained espresso equipment and performed minor repairs to keep coffee machines functioning properly.

Barista Shift Supervisor

Starbucks
01.2006 - 12.2007
  • Maintained accurate inventory counts to meet customer demands and sustain operations
  • Restocked and cleaned stations and facilities to maintain cleanly and operable standards
  • Generated friendly atmosphere by encouraging employees to greet and speak to customers
  • Advised customers on whole bean and bulk tea purchases by detailing origin, flavor and pairing recommendations
  • Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business
  • Trained, scheduled and supervised barista workers to maintain and uphold store policies and optimize staffing patterns.

Customer Service Team Member

KFC
01.2004 - 12.2005
  • Resolved customer complaints and maintained clean and tidy checkout area
  • Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store
  • Maintained customer satisfaction with quick and professional handling of product returns
  • Counted money in drawers at beginning and end of each shift
  • Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads
  • Made food according to standard recipes with requested changes for customer satisfaction.

Education

Bachelor of Early Childhood Studies -

Western Sydney University

Graduate Certificate: Early Childhood Education -

University of Wollongong

Certificate 1 and 2 in Childhood Studies -

TAFE NSW

Skills

  • Professional Relationships
  • Organisational Skills
  • Analytical and Critical Thinking
  • Multitasking Abilities
  • Attention to Detail
  • Teamwork and Collaboration
  • Supervision and leadership
  • Excellent Communication

References

Available upon request

Timeline

Messaging Team Leader

AHM
08.2023 - Current

Messaging Step Up Team Leader

AHM
11.2021 - 08.2023

Customer Service Officer

AHM
08.2012 - 11.2021

Early Childhood Teacher

Beverly Hills Montessori Christian Long Day Care
01.2012 - 08.2021

Barista

Café Four
01.2011 - 12.2011

Barista

Gloria Jeans
01.2008 - 12.2011

Barista Shift Supervisor

Starbucks
01.2006 - 12.2007

Customer Service Team Member

KFC
01.2004 - 12.2005

Bachelor of Early Childhood Studies -

Western Sydney University

Graduate Certificate: Early Childhood Education -

University of Wollongong

Certificate 1 and 2 in Childhood Studies -

TAFE NSW

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Katie Remfry