Lorenzo Estil
Blacktown
Summary
Dynamic professional with proven expertise in customer service and problem-solving, honed at Hilton Sydney. Excelled in reducing wait times and maintaining confidentiality, showcasing strong verbal communication and time management skills. Demonstrated ability to enhance workplace efficiency and safety protocols in a warehouse setting, underscoring a commitment to excellence and team collaboration. Willing to step up in any industry, as I aim to enhance my skills by developing and challenging my current knowledge to benefit my career and opportunities for future employment.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Front Office All Rounder
Hilton Sydney, Hilton Group
05.2023 - Current
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
- Managed approximately 80 incoming calls, emails and faxes per day from customers
- Maintained clean reception area to promote positive, professional environment for clients.
- Worked closely with guests, some VIP, or celebrity,
with high degree of respect for privacy. - Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
- Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
- Collaborated with team members for smooth workflow, supporting colleagues during peak hours or absences.
- Organized incoming mail distribution system that streamlined delivery of important documents among employees.
- Creating and managing reservations.
- Completed data entry and filing to keep records updated for easy retrieval.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Supported sales team efforts by providing detailed information on group booking requests and generating contracts as needed.
- Coordinated special requests from guests such as room preferences or dietary requirements with relevant departments for optimal guest satisfaction levels.
Warehouse Packer/Picker
Best N Less
12.2022 - 05.2023
- Inspected products before packaging to avoid shipping defective or damaged goods to customers.
- Enhanced warehouse efficiency by accurately packing and labeling products for shipment.
- Maintained a clean and safe work environment, adhering to established safety protocols and procedures.
- Packed, weighed and shipped items per customer specifications.
- Learned and followed warehouse safety protocols to prevent injuries and accidents.
- Placed, tagged, and secured merchandise in diverse designated areas.
- Improved workplace morale through consistent punctuality, strong work ethic, and a team-oriented mindset.
- Supported warehouse operations through cross-training in other departments such as receiving, order picking, and stocking shelves.
- Operated manual pallet jacks and forklifts to move and store materials.
Education
High School Diploma -
Patrician Brothers' Blacktown
Blacktown, NSW12-2021
Skills
- Telephone skills
- Verbal and written communication
- Listening skills
- Problem-solving skills
- Time management
- Building relationships
- Conflict management
- Multi-line telephone skills
- Customer service
- Filing
Accomplishments
- Earned "Team Member of The Month" in 2024.
- Supervised team of 8 staff members.
- Responded to over 80 customer inquiries each day.
- Oversaw large group arrival projects, resulting in an increase of group projects.
Certification
- Attained Certificate 2 in Hospitality (2022)
- Attained Responsible Service of Alcohol Certificate (2025)
- NSW Driver's License
Timeline
Front Office All Rounder
Hilton Sydney, Hilton Group
05.2023 - Current
Warehouse Packer/Picker
Best N Less
12.2022 - 05.2023
- Attained Certificate 2 in Hospitality (2022)
- Attained Responsible Service of Alcohol Certificate (2025)
- NSW Driver's License
High School Diploma -
Patrician Brothers' Blacktown
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