Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic
Marcus Lewis Hensley

Marcus Lewis Hensley

Ivanhoe

Summary

I have worked diligently in Customer Service & Sales for most of my working career. Starting early in a hospitality career and eventually moving into supervisory / managerial positions, I quickly learnt how to communicate with all types of people to achieve positive results. This career path soon led to Sales Roles but more importantly, facilities based coordination & management roles.


My passion is working with people in a collaborative environment and always strive to hit targets. I believes in building rapport and being able to empathise with my clients needs is the key to sales & customer service - and so my people skills are where I truly excel. Theatre and performing has prepared me to handle anything and be incredibly adaptable, as well as out of the box thinking and excellent public speaking skills.

Overview

15
15
years of professional experience
1
1
Certification

Work History

WORKPLACE EXPERIENCE ASSOCIATE

HUB AUSTRALIA
05.2022 - Current
  • Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
  • Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
  • Trained and mentored new hires on customer service, techniques and day to day operations.
  • Developed strong client relationships through timely and thorough follow-up on inquiries and concerns.
  • Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.

ASSISTANT VENUE MANAGER

CLIFTON HILL BREW PUB
01.2021 - 05.2022
  • Bartending & customer service, Cash handling, end of night count & close-up, Team & bar shift management, Maintain group morale and performance standards, Customer complaints / conflict resolution, Music bookings & gig setup, Functions liaison & setup, Food running, Running a fully booked restaurant / waiting tables, Roster building & back office admin, Bepoz data entry and till mapping

SENIOR DUTY MANAGER

ESPLANADE HOTEL
01.2021 - 01.2021
  • Bartending & customer service, Cash handling, end of night count & close-up, Team & bar shift management, Maintain group morale and performance standards, Customer complaints / conflict resolution, Music bookings & gig setup in the Gershwin Band Room, Functions liaison & setup, Food running, Management of 250 casuals + 20 supervisors

SALES AGENT / TECHNICIAN MANAGER/ CUSTOMER SERVICE REPRESENTATIVE

CLOUDFLOW
01.2018 - 01.2021
  • Create and manage bookings, Answer incoming calls, process payments, handle customer follow up & report writing, Maintain a sales percentage, hit monthly targets, Data entry & account handling via Salesforce & Octopus Pro, Hiring of technicians Australia wide and manage their licenses, insurances and on-site performance standards, as well as disciplinary action, Handle customer complaints and positive review follow-ups

SUPERVISOR / DUTY MANAGER

RICHMOND CLUB HOTEL
01.2015 - 01.2018
  • Bartending & customer service, Cash handling, end of night count & close-up, Team & bar shift management, Maintain group morale and performance standards, Customer complaints / conflict resolution, Restaurant manager, Waiter & food runner

SUPERVISOR / DUTY MANAGER

STAR BAR CAFE & HOTEL
01.2011 - 01.2015
  • Bartending & customer service, Cash handling, end of night count & close-up, Team & bar shift management, Maintain group morale and performance standards, Customer complaints / conflict resolution, Restaurant manager, Waiter & food runner

BARTENDER / DUTY MANAGER

IRISH MURPHYS
01.2010 - 01.2011
  • Bartending & customer service, Cash handling, end of night count & close-up, Team & bar shift management, Customer complaints / conflict resolution, Waiter & food runner

PROMOTIONS & EVENTS

CHILLI FM/LAFM RADIO STATION
01.2009 - 01.2011
  • Public event organising & setup, Crowd entertainment & promotional giveaways, Live crosses & radio talk back, Breakfast show hosting

Education

BACHELOR'S DEGREE IN CONTEMPORARY ART -

UNIVERSITY OF TASMANIA ( UTAS)

Skills

  • New Hire Training
  • Attention to Detail
  • Cash Handling
  • Customer Relationship Management (CRM)
  • Cross-Functional Teamwork
  • POS System Operation
  • Supporting Sales Staff
  • Customer Service
  • Oral Communication
  • Relationship Building
  • Complex Problem-Solving
  • Sales Expertise
  • Leadership qualities
  • Team collaboration
  • Management Support
  • Data Entry

Certification

- RSA (Valid from 25/02/21 - 25/02/24)

- First Aid Course Accreditation (Completed 23/06/23)

- Barista Training / Perfect Cup and Milk Workshop | Allpress (Completed 17/01/24)

- Food Safety Supervisor (Completed 15/03/24)

References

PROFESSIONAL REFERENCE:

Alia Nazri

Workspace Experience Manager

Hub Australia

0481 417 406


PROFESSIONAL REFERENCE:

Mary Cunningham

Head of Operations

PMG Group

0406 666 369


PERSONAL REFERENCE:

Frank Kerr

Area Manager

Hub Australia

0405 047 476


Timeline

WORKPLACE EXPERIENCE ASSOCIATE

HUB AUSTRALIA
05.2022 - Current

ASSISTANT VENUE MANAGER

CLIFTON HILL BREW PUB
01.2021 - 05.2022

SENIOR DUTY MANAGER

ESPLANADE HOTEL
01.2021 - 01.2021

SALES AGENT / TECHNICIAN MANAGER/ CUSTOMER SERVICE REPRESENTATIVE

CLOUDFLOW
01.2018 - 01.2021

SUPERVISOR / DUTY MANAGER

RICHMOND CLUB HOTEL
01.2015 - 01.2018

SUPERVISOR / DUTY MANAGER

STAR BAR CAFE & HOTEL
01.2011 - 01.2015

BARTENDER / DUTY MANAGER

IRISH MURPHYS
01.2010 - 01.2011

PROMOTIONS & EVENTS

CHILLI FM/LAFM RADIO STATION
01.2009 - 01.2011

BACHELOR'S DEGREE IN CONTEMPORARY ART -

UNIVERSITY OF TASMANIA ( UTAS)
Marcus Lewis Hensley