KATRINA PERKINS
Brisbane
Summary
Well-rounded professional committed to interacting with guests and resolving issues to propel customer satisfaction.
Smoothly resolves issues, greets guests and oversees reception at busy establishments. Polished and tolerant when handling high-stress situations using appropriate responses. Industrious Guest Services Agent skilled in resolving guest complaints utilizing tact, diplomacy and critical thinking.
Overview
36
36
years of professional experience
Work History
GUEST SERVICES AGENT
VIRGIN AUSTRALIA
BRISBANE AIRPORT
04.2023 - Current
- Provide front-line customer service in a high-volume, fast-paced environment, ensuring all client interactions are handled with professionalism and care.
- Manage check-in and boarding processes with precision, demonstrating strong attention to detail and time management, key in handling sensitive schedules and customer confidential information.
- Act as first, point of contact for passengers, resolving inquiries calmly and empathetically, often under pressure.
- Maintain clear communication between departments and stakeholders in times of disruption or change to schedules.
- Resolve customer issues empathetically efficiently whilst showcasing strong problem solving and conflict resolution skills
DIRECTOR CUSTOMER EXPERIENCE
PENINSULA DISTRIBUTION
BRISBANE
01.2003 - 10.2022
- Develop and lead the customer experience vision and strategy across the business to align brand goals, industry standards, and client expectations.
- Support in the management of the full customer lifestyle, identifying areas for improvement in service delivery, and implementing appropriate improvements to enhance satisfaction and retention.
- Build and maintain strong relationships with key clients, acting as a point of escalation to resolve issues and drive long-term loyalty.
- Team leadership, build, mentor, and manage a customer service team to ensure appropriate and high consistency is achieved across service delivery.
Retail Sales Associate
Country Road
Brisbane
02.1989 - 10.2001
- Maintained knowledge of sales and promotions, return policies and security practices.
- Operated point-of-sale systems accurately to process payments from customers.
- Handled customer feedback, implementing suggestions to improve the shopping experience.
- Processed returned merchandise according to company policies.
- Answered questions about current promotions and resolved issues according to store policies.
- Helped customers by answering questions and locating merchandise.
- Kept informed about new products arriving at the store on a regular basis.
- Offered suggestions for additional items that may be of interest to customers.
- Conducted regular stock checks, reporting discrepancies and ordering stock replenishments as needed.
- Performed cashier duties such as ringing up sales, processing payments, and issuing receipts.
- Analyzed sales data to identify trends and adjust sales strategies accordingly.
- Recommended, selected and located merchandise based on customer desires.
- Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
State Visual Merchandiser
WITCHERY
Brisbane
05.1997 - 09.2001
- Developed and implemented seasonal merchandising plans to reflect current trends and promotions.
- Developed creative visual displays to showcase products and attract customers.
- Executed merchandising and floor moves based on seasonal changes, business needs and trends.
- Collaborated with vendors to design eye-catching displays that met their guidelines.
- Enhanced store and display appearance utilizing seasonal promotions and trends to drive strategy.
- Created retail displays to highlight particular products and drive sales according to corporate strategy.
Education
St Rita's College
Clayfield Brisbane12-1987
Skills
- Customer service
- Check-in management
- Conflict resolution
- Time management
- Attention to detail
- Communication skills
Languages
English
Native/ Bilingual
Websites
References
References available upon request.
Timeline
GUEST SERVICES AGENT
VIRGIN AUSTRALIA
04.2023 - Current
DIRECTOR CUSTOMER EXPERIENCE
PENINSULA DISTRIBUTION
01.2003 - 10.2022
State Visual Merchandiser
WITCHERY
05.1997 - 09.2001
Retail Sales Associate
Country Road
02.1989 - 10.2001
St Rita's College
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