Summary
Overview
Work History
Skills
Accomplishments
References
Timeline
Generic

Lily Davis

Summary

Experienced Client Services & Bookings Specialist with a solid background in service delivery—from frontline support to client coordination and administrative operations. Skilled in streamlining processes and enhancing client satisfaction through clear communication and effective problem-solving.

Brings proven expertise in managing client relationships and optimising systems for efficiency. Recognised for a collaborative mindset, results-driven approach, and the ability to thrive in fast-paced, dynamic environments. Proficient in multitasking while maintaining attention to detail and service excellence.

Overview

6
6
years of professional experience

Work History

Bookings Manager

MyCRA Lawyers
11.2024 - Current
  • Implemented innovative strategies to maximize bookings during slow periods or off-seasons, optimizing revenue generation opportunities.
  • Provided exceptional customer service by promptly addressing inquiries and resolving issues related to bookings.
  • Balanced multiple priorities while maintaining a high level of professionalism and attention to detail in managing booking requests and client relations.
  • Continuously sought ways to improve internal processes through feedback from clients and staff, leading increased efficiency within team.
  • Trained new staff members on booking procedures, policies, and best practices to maintain consistent service quality levels across the team.
  • Streamlined booking procedures for improved client experience and increased repeat business.
  • Maintained accurate records of all client interactions, and other pertinent documentation in an organised manner.
  • Generated reports and tracked data.

Customer Service Representative

Concentrix
04.2024 - 11.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Met customer call guidelines for service levels, handle time and productivity.

Bartender

Retro’s
11.2022 - 03.2024
  • Served high customer volumes during special events, nights, and weekends.
  • Contributed to a positive work environment through effective teamwork and communication with colleagues.
  • Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
  • Upsold menu items to customers, driving up per sale revenues and maximizing profits.
  • Developed loyal clientele by engaging in friendly conversations and providing exceptional service.

Assurance Call Centre Agent

TSA
03.2022 - 10.2022
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-to-day duties accurately and efficiently.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.

Sales Assistant

QBD The Bookshop
10.2019 - 02.2021
  • Assisted customers with prompt and polite support in-person and via telephone.
  • Maintained records related to sales, returns and inventory availability.
  • Referred customers to various services by evaluating needs and providing recommendations.
  • Met or exceeded sales, customer service and loyalty program standards.
  • Prioritized tasks and projects to meet tight deadlines.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Exceptional computer skills.
  • Built relationships with customers and community to promote long term business growth.
  • Boosted team profits with great time and resource management focused on meeting and exceeding sales targets.

Skills

  • Booking software proficiency
  • Teamwork and collaboration
  • Office administration
  • Documentation skills
  • Quick Learner
  • Efficient and Detail-Oriented
  • Problem Solving
  • Payment processing
  • Policy enforcement
  • Revenue generation
  • Calm and Professional Under Pressure

Accomplishments

  • 2024 Diploma of Travel & Tourism (Flight Centre Academy)
  • 2021 Certificate III in Process Manufacturing (Australian Skills Group)
  • 2020 Discovering Science Headstart Course (University of the Sunshine Coast)

References

References are available on request.

Timeline

Bookings Manager

MyCRA Lawyers
11.2024 - Current

Customer Service Representative

Concentrix
04.2024 - 11.2024

Bartender

Retro’s
11.2022 - 03.2024

Assurance Call Centre Agent

TSA
03.2022 - 10.2022

Sales Assistant

QBD The Bookshop
10.2019 - 02.2021

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Lily Davis