Manushi Bhattarai
Sydney,NSW
Summary
Detail-oriented Administrative and Customer Service Manager with expertise in staff supervision, rostering, and accounts receivable. Streamlined service delivery and enhanced compliance through effective cross-team communication. Currently providing personalized service to VIP and international guests at Qantas First Class Lounge, excelling in diverse cultural environments while fostering teamwork and professionalism.
Overview
15
15
years of professional experience
Work History
Lounge Runner
Qantas Lounge First Class
Sydney, NSW
08.2025 - Current
- Deliver food and beverages from the kitchen or bar to VIP guests promptly and accurately.
- Responded to guest requests and communicated special requirements to enhance guest experience.
- Assisted waitstaff and bartenders to ensure timely service during peak periods.
- Coordinated with chefs and attendants to facilitate seamless guest service.
- Restock beverages, glassware, cutlery, napkins, and other lounge supplies.
- Removed used plates to ensure a tidy dining environment., glasses, and tableware while maintaining a clean and welcoming environment.
- Maintained clean floors, counters, and buffet areas throughout service.
Administrative Manager
Supamart IGA
Cremorne, NSW
05.2018 - 08.2025
- Oversaw payroll coordination, maintaining accurate records of employee hours, wages, rosters, and files for supermarket staff.
- Ensured accurate record-keeping for efficient office operations and compliance, maintaining confidentiality of databases and filing systems.
- Managed calendars through email, phone, and in-person meetings.
- Handled office inventory tasks, including ordering, requisitions, stocking, and shipment receiving.
- Supported store by preparing and updating documents, reports, and spreadsheets.
- Performed accounts receivable tasks, including invoicing and researching chargebacks and discrepancies.
- Organized incoming and outgoing file movement accurately and efficiently.
- Assisted store managers with compliance and reporting tasks.
- Oversaw the maintenance of office equipment, supplies, and facilities.
- Identified and resolved problems to improve management and inform business direction.
- Assisted with recruitment and onboarding processes, including preparing employee documentation, coordinating inductions, and maintaining personnel records.
- Developed and implemented administrative procedures to improve workflow, productivity, and consistency across daily operations.
- Coordinated staff schedules and rosters to maintain appropriate staffing levels and support operational requirements.
- Prepared internal correspondence, meeting agendas, minutes, notices, and other business communications.
- Liaised with suppliers, contractors, service providers, and external stakeholders regarding operational and administrative requirements.
- Maintained supplier and vendor records and assisted with reviewing invoices, purchase orders, and payment documentation.
- Monitored administrative expenses and supported management with budgeting and cost-control activities.
Customer Service Manager
Supamart IGA
Cremorne, NSW
09.2016 - 08.2025
- Provided an elevated customer experience to generate loyal clientele.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
- Directed customer grievances to appropriate departments, ensuring timely resolution.
- Provided exceptional customer service to ensure customer satisfaction.
- Supervised checkout teams and resolved customer complaints promptly
- Assisted customers with food selection, inquiries and order customization requests.
- Determine customer needs by asking relevant questions and listening actively to the responses.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Collaborated with department heads on service issues and stock requirements to optimize customer satisfaction.
- Trained a number of staff at various locations for the cash machines and the new checkout system.
- Developed and implemented strategies for providing excellent customer service experience.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Monitored staff performance to uphold customer service standards and enhance team accountability.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Identified potential shoplifters and alerted management.
- Recommended alternative items when products were out of stock.
- Monitored cash handling, refunds, and till discrepancies
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
Customer Service Supervisor
SUPA IGA
Tramshed, NSW
04.2012 - 09.2016
- Responded to customer requests with friendly, knowledgeable service and support.
- Resolved customer service and administrative issues to ensure prompt issue resolution.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Handled customer inquiries per company standards to maintain service quality and compliance.
- Trained new team members and mentored to enhance productivity, accuracy, and service quality.
- Shared best practices for sales and customer service with other team members to help improve the store's efficiency.
- Coordinated department schedules to maximize coverage during peak hours.
- Oversaw compliance with SUPA IGA service standards to maintain operational integrity.
- Earned management trust by serving as a key holder, responsibly opening and closing stores.
Education
Diploma - Project Management
Sydney Academy
Sydney, NSW02-2022
Bachelors - Accounting, Management
Australian Institute of Higher Education
Sydney, NSW01-2016
Certificate - Effective Leadership in Workplace
Tactical Traning Group
Sydney10-2014
Certificate - Provide Customer Service & Conflict Resolution
Tactical Training Group
07-2014
Skills
- Inventory Management
- Accounts receivable
- Database management
- Report preparation
- Email management
- Shift Coordination
- Meeting coordination
- Stakeholder relations
- Deadline driven
- Teamwork and collaboration
- Cross-Cultural Communication
- Inventory management
Timeline
Lounge Runner
Qantas Lounge First Class
08.2025 - Current
Administrative Manager
Supamart IGA
05.2018 - 08.2025
Customer Service Manager
Supamart IGA
09.2016 - 08.2025
Customer Service Supervisor
SUPA IGA
04.2012 - 09.2016
Diploma - Project Management
Sydney Academy
Bachelors - Accounting, Management
Australian Institute of Higher Education
Certificate - Effective Leadership in Workplace
Tactical Traning Group
Certificate - Provide Customer Service & Conflict Resolution
Tactical Training Group