ALEXANDRA LEE
O'Connor,ACT
Summary
Customer Service Professional bringing highly tuned skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Collaborative team member with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Hospitality Team Member
Tilley's Divine Cafe And Gallery
02.2021 - Current
- Collaborated with various team members to meet guests' requests.
- Tracked guest satisfaction surveys to recognize trends and create action plans for improving guest services.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Scheduled numerous reservations and managed seating arrangements simultaneously in high-traffic restaurant while maintaining calm, professional demeanor.
- Increased customer service ratings significantly through personable service.
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Recruited and trained new waitstaff personnel, providing rapid onboarding processes to integrate additional team members quickly.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Collaborated with various team members to meet guests' requests
Virgin Customer Service Agent
Virgin Australia Airlines
08.2019 - 01.2021
- Maintained energy and enthusiasm in fast-paced environment.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Carried out day-day-day duties of Customer Service Agent accurately and efficiently.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Developed and maintained courteous and effective working relationships.
- Improved operations through consistent hard work and dedication.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Agent
Coles
11.2018 - 08.2019
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Served customers and followed outlined steps of service.
- Developed and maintained courteous and effective working relationships.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Monitored self-checkout systems and provided assistance or intervention where required.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
Music Band Camp Facilitator
Barker College
11.2019 - 12.2019
- Familiarised students with basic concepts of music such as notes, tempo, symphony, beats, compositions and chords.
- Planned and executed targeted lesson plans to instruct on music theory, music history and performance etiquette.
- Developed strong working relationships with teachers, parents and students to propel school and departmental vision and goals.
- Acquired teaching materials and resources to facilitate music instruction.
- Taught music appreciation, history and fundamentals to vocalists and musicians of varying skill levels.
- Mentored struggling students with individualized approach to enhance learning.
- Prepared students for live band performances by creating stage sets, props and costumes.
Education
Bachelor of Music/ Bachelor of Criminology - Music And Criminology
The Australian National University
Canberra, ACT06.2023
High School Certificate - NSW -
Barker College
Hornsby, NSW2018
Skills
- Front Office Operations
- Hospitality Operations
- Client Support and Guest Relations Management
- Property and Asset Management
- Cash Management
- Emergency Procedures
- Effective Working Relationships
- Multitasking/ Critical Thinking
- Calm and Professional Under Pressure
- Microsoft
- Google Teams
- Cultural Awareness
Affiliations
- Canberra Brass Band 2020 - Current
- Australian Wind Symphony 2019 - Current
- Australian National University Music Society
- Australian National University Criminology Society
Certification
- Australian Senior First Aid Certificate
- Australian Responsible Service of Alcohol Certificate
- New South Wales Working with Children Check
- IATA Aviation Dangerous Goods and Safety Certificate.
- SABRE Aviation
Timeline
Hospitality Team Member
Tilley's Divine Cafe And Gallery
02.2021 - Current
Music Band Camp Facilitator
Barker College
11.2019 - 12.2019
Virgin Customer Service Agent
Virgin Australia Airlines
08.2019 - 01.2021
Customer Service Agent
Coles
11.2018 - 08.2019
Bachelor of Music/ Bachelor of Criminology - Music And Criminology
The Australian National University
High School Certificate - NSW -
Barker College
- Australian Senior First Aid Certificate
- Australian Responsible Service of Alcohol Certificate
- New South Wales Working with Children Check
- IATA Aviation Dangerous Goods and Safety Certificate.
- SABRE Aviation
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