Kylie Miller
Club Marine
Prospect,SA
Summary
Professional Member Service Specialist with comprehensive experience in delivering exceptional member support and service. Adept at handling member inquiries, resolving issues efficiently, and enhancing member satisfaction. Strong focus on team collaboration and achieving results, with adaptability to changing needs. Skilled in communication, problem-solving, and building lasting member relationships, ensuring reliability and trustworthiness.
23
Years of experience
Work History
Member Services Specialist
3 Years 8 Months- Manage membership accounts and update details promptly to support accurate service delivery.
- Respond to phone and email enquiries with a professional tone that supports positive member relationships.
- Coordinate follow-up actions with internal teams to keep member requests moving through the service process.
- Track account changes and payment-related updates with attention to accuracy and detail.
- Escalate complex service concerns appropriately and document outcomes for later review.
- Assist with service quality checks to keep member interactions consistent and professional.
- Support risk awareness by flagging unusual member issues and following internal escalation steps.
- Contribute to a positive team environment by sharing updates and supporting colleagues during peak activity.
- Support conflict resolution by staying calm, listening carefully, and clarifying next steps for members.
- Advised members on marine insurance coverage, exclusions, and policy options using clear, compliant guidance.
- Managed member inquiries, resolving policy questions and service requests with accuracy and professionalism.
- Processed renewals, endorsements, and cancellations while maintaining detailed records in service systems.
- Investigated claims support issues, coordinating with assessors and internal teams to progress member outcomes.
- Established strong relationships with members to foster loyalty and trust, contributing to a high retention rate.
- Reviewed policy documentation for completeness, correcting errors and ensuring adherence to underwriting requirements.
- Supported continuous improvement by refining workflows and reducing delays in member service handling.
- Assisted in training new team members, sharing best practices, and contributing to a cohesive work environment.
- Enhanced member satisfaction by providing exceptional customer service and addressing inquiries promptly.
Customer Retention Specialist
6 Months- Resolved customer concerns with tailored solutions, balancing service quality with retention goals in a high-volume call centre.
- Negotiated contract renewals and generated new contracts for existing clients to protect business relationships.
- Used multiple programs to check usage, complete health checks, and support the retention process efficiently.
- Handled outbound calls and follow-ups as requested, staying calm, courteous, and methodical during pressure.
- Managed inbound retention calls, addressing churn risks through tailored offers and service solutions.
- Reviewed customer accounts, identifying cancellation drivers and presenting appropriate save options.
- Resolved billing, plan, and service concerns using CRM records and policy guidelines.
- Documented customer interactions accurately, supporting follow-up actions and case resolution.
- Coordinated with billing and technical teams to remove service barriers affecting loyalty.
- Improved customer outcomes by recommending plan changes aligned with usage and retention needs.
- Contributed to company growth by upselling additional products and services during support interactions.
- Adhered to appropriate legal scripting when required.
Night Manager
2 Years- Oversaw after-hours front desk operations, ensuring smooth resident support and service continuity.
- Responded to incidents promptly, applying emergency procedures and escalating issues appropriately.
- Coordinated maintenance follow-up, logging defects and confirming timely resolution with contractors.
- Managed resident check-ins, check-outs, and room allocations with accuracy and professionalism.
- Monitored building access, enforcing security protocols and safeguarding resident wellbeing.
- Prepared shift handovers and detailed reports, maintaining clear communication across teams.
- Supported resident enquiries, delivering calm conflict resolution and practical assistance.
- Enforced property rules consistently, promoting safe, orderly, and compliant night operations.
- Resolved guest complaints effectively, working towards satisfactory outcomes that enhanced overall satisfaction levels.
- Trained and mentored new and existing staff to achieve best practices.
- Supported the development of new initiatives aimed at enhancing guest experiences during their stay, contributing valuable insights based on firsthand observations from nightly operations.
Night Manager
1 Year 4 Months- Developed detailed plans based on broad guidance and direction.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Enhanced security measures, conducting thorough staff training on emergency response protocols.
- Coordinated maintenance follow-up, logging defects and confirming timely resolution with contractors.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Conducted end-of-shift reviews to identify opportunities for improvement in nightly operations moving forward.
- Prepared shift handovers and detailed reports, maintaining clear communication across teams.
- Handled emergency situations calmly and professionally, coordinating with necessary personnel to ensure guest safety and minimal disruption to their stay.
- Streamlined night audit processes for increased accuracy and timely financial reporting.
- Ensured compliance with hotel policies and procedures, maintaining high standards of professionalism and service.
- Supported the development of new initiatives aimed at enhancing guest experiences during their stay, contributing valuable insights based on firsthand observations from nightly operations.
- Increased guest satisfaction, responding swiftly to special requests and ensuring amenities were readily available.
Customer Service Representative
1 Year 7 Months- Resolved broadband, NBN, and email support enquiries with accurate, customer-focused troubleshooting
- Cross-sold value-added services and products by matching offerings to customer needs and account context.
- Reviewed home and business accounts to confirm customers were on suitable plans and identify upgrade opportunities.
- Coordinated NBN orders, fault reporting, and QoS checks for ADSL2+ and NBN services within internal systems.
- Applied PCI-DSS requirements when handling cardholder data and financial information across customer interactions.
- Managed account, billing, and plan changes within CRM and billing systems
- Logged, tracked, and escalated network faults through internal ticketing workflows
- Guided customers through modem setup, service activation, and connectivity issues
- Mentored new team members on call handling, product knowledge, and case management
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Assistant Front Office Manager
7 Months- Coordinated reservations, room allocations, and overbooking controls to maintain accurate occupancy management.
- Supervised front office operations, ensuring smooth guest arrivals, departures, and daily service standards.
- Trained and supported reception staff on resort procedures, guest engagement, and service recovery.
- Resolved guest concerns promptly, maintaining service quality and protecting resort reputation.
- Monitored cash handling, billing accuracy, and audit compliance across front desk transactions.
- Collaborated with housekeeping, concierge, and spa teams to align room readiness and guest requests.
- Implemented process improvements that strengthened communication, consistency, and front office efficiency.
- Prepared reports, schedules, and operational updates to support management decision-making.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Ensured accurate billing procedures were followed consistently by front desk staff members.
- Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
- Streamlined check-in and check-out processes for a smoother guest experience.
Reservations Consultant
1 Year 10 Months- Managed reservation inquiries via phone, email, and online channels with accurate itinerary details.
- Processed bookings, amendments, and cancellations while maintaining precise customer records.
- Coordinated availability checks and confirmed touring arrangements across multiple departure schedules.
- Resolved reservation discrepancies by liaising with operations and sales teams promptly.
- Prepared quotes and booking confirmations aligned with customer preferences and departure requirements.
- Updated reservation systems with payment details, special requests, and guest information.
- Prioritized urgent booking requests while maintaining consistent service standards and response times.
- Supported trade partners and direct guests with clear product knowledge and itinerary guidance.
- Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
- Resolved any discrepancies or issues in reservations quickly and effectively to maintain guest satisfaction levels.
- Collaborated with sales and marketing teams to develop promotional offers, attracting new customers and increasing bookings.
Reservations Agent
2 Years- Updated and audited reservations across six properties, maintaining accuracy and consistency across the portfolio.
- Multitasked across six different Hotel PMS while managing bookings and guest requests in a high-pressure environment.
- Handled high volumes of guest telephone enquiries and converted demand into revenue-generating reservations.
- Responded to guest enquiries by telephone and email with a courteous, efficient service approach.
- Processed no-shows, same-day cancellations, and chargeback paperwork in line with hotel policy and payment instructions.
- Supported special occasions and guest requests by coordinating with the Guest Experience Desk and internal departments.
- Analyzed weekly phone statistics, monitored pricing comparisons, and reported trends to management and users on time.
- Managed room reservations, amendments, and cancellations using property management systems with strong attention to detail.
- Responded to phone and email enquiries, delivering accurate availability, rates, and booking information.
- Resolved reservation discrepancies and guest concerns promptly to protect service standards.
- Optimised upselling opportunities by recommending suitable room categories and packages.
- Trained new reservation staff on booking procedures, system use, and guest communication protocols.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Reservations Manager
1 Year 8 Months- Managed contracted allotments, created rate codes, and adjusted seasonal pricing to support upselling during busy periods.
- Handled reservations across phone, email, fax, and automated channels while maintaining agent rates, special offers, and contract requirements.
- Prepared VIP welcome kits, maintained training materials and daily checklists, verified guest folios, and supported Front Office during busy periods.
- Managed reservation inquiries across phone, email, and online booking channels with accurate, timely responses.
- Coordinated availability updates in property management systems to prevent overbookings and booking conflicts.
- Reviewed booking patterns to support room allocation, rate adjustments, and occupancy planning.
- Trained reservations staff on policies, systems, and guest communication standards.
- Resolved booking discrepancies, cancellations, and special requests with minimal guest disruption.
- Liaised with front office, housekeeping, and sales teams to align arrivals, departures, and room readiness.
- Maintained accurate guest profiles, payment details, and booking records for smooth check-in processes.
- Improved reservations workflows to strengthen efficiency, accuracy, and service consistency.
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Analyzed booking trends to forecast occupancy rates accurately, informing revenue management decisions.
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
Front Office Manager
4 Months- Reconciled guest accounts, investigated disputes, and followed up on charges to maintain accurate billing.
- Scheduled staffing, payroll, and expenses in line with business needs and budget limits.
- Coached reception staff, delivered orientation checklists, and ran snapshot training to support cross-training.
- Completed hazard inspections, incident reporting, and guest satisfaction reviews to uphold service and compliance standards.
- Coordinated reservations, room allocations, and occupancy updates within property management systems.
- Directed front office operations, ensuring seamless check-in, check-out, and guest service delivery.
- Trained reception staff on resort procedures, systems, and luxury service expectations.
- Monitored arrivals, departures, and special requests to maintain smooth daily front office performance.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Coached employees through day-to-day work and complex problems.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
Assistant Front Office Manager
7 Years 6 Months- Maintained accurate front office files, reservations, and room availability statistics, then opened or closed inventory as needed in Opera.
- Reviewed guest folios and credit records, applying timely accounting procedures and nightly audit checks to protect billing accuracy.
- Developed front office policies and procedures, reinforcing compliance with company standards across day-to-day operations.
- Handled guest issues and complaints promptly, using conflict resolution and customer escalation management to preserve service quality.
- Supported resort coverage during busy periods by assisting Food and Beverage outlets, completing porterage and minor maintenance tasks, and stepping in for senior management when required.
- Coordinated with sales and marketing teams to promote hotel services, special offers, and events to potential customers.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Coordinated reservations, room allocations, and overbooking controls to maintain accurate occupancy management.
- Reviewed booking patterns to support room allocation, rate adjustments, and occupancy planning.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed reservation inquiries across phone, email, and online booking channels with accurate, timely responses.
- Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
- Participated in industry events or networking opportunities to build relationships with travel partners or industry professionals for referral business generation purposes.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
Skills
Communication skills
Listening skills
Conflict resolution
Customer escalation management
Front office operations
Reservation management
Night audit
Revenue management
Accounting and mathematical skills
Accounts reconciliation
Incident reporting
Compliance documentation
PCI-DSS Compliance
Organization and time management skills
Teamwork
Problem solving
Quality assurance
Risk assessment
Personal Information
Title: Member Services Specialist
Timeline
Member Services Specialist
Club Marine
02.2023 - Current
Customer Retention Specialist
Optus Call Center
05.2022 - 11.2022
Night Manager
UniLodge City Gardens
01.2020 - 01.2022
Night Manager
Adelaide Riviera Hotel
09.2018 - 01.2020
Assistant Front Office Manager
Cable Beach Club Resort and Spa
01.2018 - 08.2018
Customer Service Representative
Internode
05.2017 - 12.2018
Reservations Consultant
Wayoutback Desert Safaris Australia
06.2015 - 04.2017
Reservations Agent
Art Series Hotels Group Melbourne
06.2013 - 06.2015
Reservations Manager
Gilligans Hotel and Backpacker Resort
09.2011 - 05.2013
Front Office Manager
Fitzroy Island Resort Cairns
05.2011 - 09.2011
Assistant Front Office Manager
Voyages Ayers Rock Resort
09.2003 - 03.2011