MADISON HOOPER
Traralgon
Summary
Experienced with problem-solving and conflict resolution in customer service environments. Utilizes effective communication and active listening to address customer needs. Track record of adapting to dynamic situations and maintaining positive customer experience.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Housing Customer Service Officer
Department of Families, Fairness and Housing
01.2025 - Current
- Provide high quality service to clients in relation to routine housing information.
- Assess client queries for housing services and make decisions from a range of established policies and procedures, legislation and regulations specific to the role.
- Complete a range of administrative functions supporting client queries and contractor claims.
- Act as superintendent representative.
- Be proficient in the use of technical equipment including detecting problems and making appropriate changes.
- Keep accurate and complete records of your work activities in accordance with legislative requirements and the department's records, information security and privacy policies and requirements.
- Take reasonable care for your own health and safety and for that of others in the workplace by working in accordance with legislative requirements and the department's occupational health and safety (OHS) policies and procedures.
- Demonstrate how the actions and outcomes of this role and work unit impact clients and the department’s ability to deliver, or facilitate the delivery of, effective support and services
Guest Services Agent / Junior Hospitality Trainee
Mantra Hotel Traralgon
01.2023 - 06.2024
- Performed check-in and check-out duties for arriving and departing guests in accordance with established procedures
- Answered phone calls promptly and professionally, directing inquiries appropriately
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs
- Input daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting
- Process cash and credit card payments accurately according to company policy
- Balancing daily reports at the end of each shift
- Performed Managerial duties when absent
- Implemented new booking system and provided training to staff
- Provided exceptional customer service when addressing client inquiries about their account status or billing concerns, building strong, long-lasting relationships
- Organised successful corporate conference meetings
- Developed relationships with customers to ensure satisfaction throughout their stay
- Utilised problem solving techniques to efficiently troubleshoot guest issues or complaints
- Communicated problems & special requests regarding guest rooms to housekeeping services and maintenance personnel
- Maximised revenue by upselling room upgrades and additional services
- Promoted hotel brand loyalty programs to encourage guest participation
- Managed group bookings to ensure seamless organisation of events and accommodations
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
Supervisor/Co-Ordinator
Nandos Traralgon
08.2019 - 04.2024
- Report to each shift on time and ready to work
- Report to all shifts wearing a neat, clean and unwrinkled uniform
- Greet customers and provide excellent customer service
- Promptly and empathetically handle customer concerns and complaints
- Perform all positions responsibilities accurately and in a timely manner
- Maintain up-to-date knowledge of products and any company changes
- Attend all staff meetings
- Distribute food to wait staff in a timely manner
- Complete all company training modules
- Worked closely with upper management to develop strategies for improving operational efficiency within the department
- Delegated tasks to team members according to individual strengths
- Trained new employees on job
- Works well with others, part of a team or individual
- Initiated creative solutions to resolve customer complaints and issues.
Education
VCE Year 12 -
Traralgon Secondary College
01-2022
Certificate III - Business
Tafe Gippsland
11-2023
Skills
- Advance computer skills - Microsoft Outlook, Word, Excel, HIIP database
- Strong verbal and written communication skills
- Problem solving
- Self managed
- Flexible
- Quick learner
- Client focused
- Team work
- Great attitude and strong sense of commitment
Certification
Tafe Gippsland Certificate III in Business
Timeline
Housing Customer Service Officer
Department of Families, Fairness and Housing
01.2025 - Current
Guest Services Agent / Junior Hospitality Trainee
Mantra Hotel Traralgon
01.2023 - 06.2024
Supervisor/Co-Ordinator
Nandos Traralgon
08.2019 - 04.2024
VCE Year 12 -
Traralgon Secondary College
Certificate III - Business
Tafe Gippsland
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