Kelsey Marah
Perth
Summary
Highly dedicated professional with over 10 years of customer service experience, including five years in the financial sector and contact-centre environments. Thrives in dynamic, target-driven roles, consistently exceeding objectives while delivering exceptional service. Experienced in managerial duties, administration, staff support, and operational compliance. Adaptable and quick to learn, with strong communication, active listening, and conflict-management skills grounded in high emotional intelligence. Recognized for reliability, professionalism, and a proactive approach to achieving results. Seeking a challenging professional role where I can leverage my skills and grow further.
Overview
7
7
years of professional experience
2017
2017
years of post-secondary education
Work History
FOH Team Member
The Oyster Bar
Darwin
08.2024 - 12.2025
- Delivered a warm, professional welcome to guests and ensured a positive first impression.
- Trained new team members on service standards and operational procedures.
- Provided high-quality customer service by answering questions, offering recommendations, and resolving any issues promptly.
- Prepared and served a wide range of cocktails, beers, and beverages to a high standard behind the bar.
- Explained different wine varieties and made tailored suggestions based on customer preferences.
- Took customer orders accurately, served food and drinks efficiently, and ensured a smooth dining experience.
- Cleared and reset tables quickly to maintain restaurant flow and cleanliness.
- Assisted with closing duties, including cleaning the bar, restocking, and maintaining a tidy, organised workspace.
- Collaborated effectively with team members to ensure fast service and a welcoming atmosphere.
Supervisor
Perk and Palate by Coffee Man
Darwin
03.2024 - 12.2025
- Acted as a trusted keyholder, responsible for daily opening and closing procedures.
- Counted and balanced tills at the end of each shift, ensuring accurate cash handling and reconciliation.
- Managed a team of 12–13 staff, providing guidance, support, and clear communication to maintain smooth service operations.
- Oversaw stock control and ordering, ensuring the café remained fully supplied and reducing product wastage.
- Delivered high-level customer service, resolving complaints and issues promptly and professionally.
- Coordinated daily shift operations, delegating tasks, monitoring performance, and maintaining service standards.
- Trained new employees and supported ongoing staff development to maintain a knowledgeable, confident team.
- Ensured compliance with health, safety, and food-handling regulations at all times.
- Maintained a clean, organised, and safe work environment to uphold café presentation and hygiene standards.
- Adapted quickly during peak periods, ensuring efficient workflow and minimal wait times.
FOH Team Member
The Deck Bar
Darwin
03.2024 - 06.2024
- Greeted guests and provided friendly, efficient customer service.
- Served drinks behind the bar, including cocktails, beers, and basic wine recommendations.
- Took orders, delivered food and drinks, and maintained a fast-paced service environment.
- Cleared tables, reset sections, and supported closing duties such as cleaning and restocking.
- Worked collaboratively with the team to keep service smooth during busy periods.
Senior Customer Service Representative
ALLIED IRISH BANK
Kildare
02.2019 - 01.2024
- Handled inbound customer calls across a wide range of areas, including general customer service, card queries, fraud investigations, and financial products.
- Resolved complex customer queries efficiently, ensuring a high standard of customer satisfaction and adherence to company policies.
- Completed administrative tasks, including creating comprehensive training materials for the entire department to streamline onboarding and upskill team members.
- Assisted in the training and mentoring of new employees, providing guidance on call handling, company procedures, and customer service best practices.
- Promoted to Senior Customer Service Agent, supporting the Team Leader in managing team performance and daily operations.
- Evaluated team members’ calls to ensure compliance with correct processes and adherence to company standards.
- Handled confidential customer account information with discretion, strictly following regulatory requirements and internal procedures.
- Fully qualified in Ireland to advise on lending products.
- Consistently achieved 100% in personal call evaluations and regularly exceeded performance targets throughout tenure.
Education
Do Food Safely
Holy Family Secondary School
Kildare , Ireland APA in Financial Advice (Regulations and Loans)
National University of Ireland
Responsible Service Of Alcohol -
Clear To Work
Skills
- Customer service
- Team Leadership & Staff Supervision
- Excellent communication & Interpersonal skills
- Time management & adaptability
- Computer Skills
- Ability to work independently and as part of a team
- Conflict Resolution & Complaints Handling
- High Emotional Intelligence
Languages
English
First Language
References
References available upon request.
Timeline
FOH Team Member
The Oyster Bar
08.2024 - 12.2025
Supervisor
Perk and Palate by Coffee Man
03.2024 - 12.2025
FOH Team Member
The Deck Bar
03.2024 - 06.2024
Senior Customer Service Representative
ALLIED IRISH BANK
02.2019 - 01.2024
Do Food Safely
Holy Family Secondary School
APA in Financial Advice (Regulations and Loans)
National University of Ireland
Responsible Service Of Alcohol -
Clear To Work