Khey Silari
Brisbane,Australia
Summary
Dynamic Visitor Experience Officer at Queensland Museum Kurilpa, adept at orchestrating high-volume inquiries and delivering exceptional customer service.
Overview
11
11
years of professional experience
Work History
Visitor Experience Officer
Queensland Museum Kurilpa (QMK)
South Brisbane, Australia
03.2015 - Current
- Managed high volume of complex, face-to-face inquiries from diverse public members, consistently maintaining a welcoming and professional approach to promptly establish needs and provide comprehensive, appropriate responses.
- Delivered warm, solutions-focused customer service, successfully addressing and resolving issues by providing relevant information and guiding visitors through various options, programs, and services.
- Processed high-value administrative and financial transactions including sales of tickets, memberships, cash float management, and end-of-day reconciliation with a focus on high-level accuracy and adherence to administrative and operational processes.
- Maintained a positive, calm, and approachable presence while assisting customers displaying challenging behaviors, ensuring their needs were addressed with courtesy and understanding while upholding security standards.
- Educated and guided visitors on museum pathways, exhibitions, and safety protocols, supporting the seamless delivery of various functions, events, and programs.
Client Services Officer
Licensing and Advisory Services, Office of Industrial Relations
Bowen Hills, Australia
06.2022 - 05.2023
- Provided accurate information and advice on High Risk Work License (HRWL) legislation and policies, demonstrating the ability to quickly grasp and convey complex regulatory information.
- Efficiently processed applications, renewals, and replacements over the phone (using PureCloud), ensuring all required information was collected and entered into the RAPS system with precision.
- Encouraged and educated clients on the benefits and process of applying or renewing licenses online, promoting digital pathways for service access.
- Practiced close listening and clarification techniques to accurately assess client questions and needs, addressing them in a calm, firm, and professional manner, often involving coordination with internal teams.
Team Leader
Queensland Museum Kurilpa (QMK)
South Brisbane, Australia
04.2022 - 12.2022
- Provided daily updates and briefings to a team of 15-20 staff, ensuring alignment on business happenings and operational requirements.
- Demonstrated leadership and resourcefulness by coordinating shift replacements and managing daily operations, ensuring smooth functioning during peak periods.
Administrative Officer
Queensland Museum Kurilpa (QMK)
South Brisbane, Australia
04.2021 - 03.2022
- Maintained accurate records and performed daily transaction analysis (FOH/Shop End of Day) and receipt preparation using Tech One, confirming a dedication to financial accuracy and records management.
Facilities Officer
QM Facilities
South Brisbane, Australia
05.2016 - 10.2018
- Assisted with various administrative tasks at Loading Dock to support daily functions of business unit.
- Held accountable for key cabinet, issue of building keys and access cards.
- Provided updates to Building Coordinator about contractors visit to building.
- Assisted with inbound and outbound mail services, deliveries of goods for shop, café and staff.
- Supervised safe movement of trucks, cars and people moving at dock to avoid accidents.
Education
Master of Arts - Public Administration
Osmania University
HyderabadBachelor of Arts - Public Administration
Osmania University
HyderabadGraduate Certificate - International Relations
Griffith University
Nathan CampusCertificate III & IV - Retail Operations & Business Administration
TAFE
South Bank, QLDSkills
- Customer service solutions
- High-volume inquiry management
- Face-to-face communication
- Active listening and needs assessment
- Complex inquiry resolution
- Educational program advising
- Handling objections and challenging behavior
- Administrative and technical proficiency
- Application processing accuracy
- Data entry and record maintenance
- Cash handling and financial reconciliation
- Scheduling and calendar management
- Policy compliance
- Microsoft Teams and Office Suite
- RAPS expertise
- PureCloud proficiency
- BPOINT knowledge
- Professionalism and approachability
- Calm and positive demeanor
- Strong work ethic and resourcefulness
- Team collaboration and leadership
- Adaptability in fast-paced environments
References
- Cassie Grace, Senior Manager – Experience, Experience and Engagement, Queensland Museum Kurilpa, 07 3153 4489, cassie.grace@qm.qld.gov.au
- Liam West, Team Leader, Licensing and Regulatory Interventions, Workplace Health and Safety Queensland, Office of Industrial Relations, 0401990947, Liam.West@oir.qld.gov.au
Timeline
Client Services Officer
Licensing and Advisory Services, Office of Industrial Relations
06.2022 - 05.2023
Team Leader
Queensland Museum Kurilpa (QMK)
04.2022 - 12.2022
Administrative Officer
Queensland Museum Kurilpa (QMK)
04.2021 - 03.2022
Facilities Officer
QM Facilities
05.2016 - 10.2018
Visitor Experience Officer
Queensland Museum Kurilpa (QMK)
03.2015 - Current
Master of Arts - Public Administration
Osmania University
Bachelor of Arts - Public Administration
Osmania University
Graduate Certificate - International Relations
Griffith University
Certificate III & IV - Retail Operations & Business Administration
TAFE