Mayy NGUYEN
Bankstown,Australia
Summary
Skilled and dedicated Service Representative with knowledge of service delivery and proven multitasking abilities, driven to maximize customer satisfaction. Committed to maintaining professional relationships to increase profitability and drive business results. Eager to leverage 7 years of experience in a dynamic new position with long-term career potential, and room for advancement.
Overview
4
4
years of professional experience
1
1
Certification
4
4
Languages
Work History
Digital Service Representative (Contract)
Service NSW Blacktown
12.2021 - 03.2022
- - Maintained productivity and quality standards at all times.
- - Quickly acquired and utilized comprehensive knowledge of information resources and Service NSW operating practices within first few weeks
- - Operated in dynamic, high-volume environments to provide skilled assistance to more than 500 customers each day.
- - Assisted clients in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
- - Contributed to positive team morale by fostering inclusive work environment that encouraged collaboration amongst colleagues from diverse backgrounds and skill sets.
- · Assisting customers in finding and printing out their Bank statements, filling in application forms for NDIS, Work with Children Check, Police Check, debates, Revenue NSW, scheduling appointments, etc.
- · Aiding in calling and having conversations with different call centres and companies on behalf of customers
- - Tailored communication methods (body gestures, simple English) based on individual client preferences, ensuring optimal engagement levels were maintained at all times.
- - Actively listened to customers with forward-thinking strategies, handled concerns quickly and escalated major issues to supervisor.
- - Ensured customers were referred to appropriate channels for completion of out-of-scope transactions.
Room Service Attendant (Full-time)
Crown Towers Sydney
11.2020 - 11.2021
- - Contributed towards a welcoming atmosphere by providing a warm smile and personalized greeting upon each interaction with guests, up to Forbes standard
- - Upheld strict hygiene standards within room service area, adhering to established protocols for sanitation procedures.
- - Maintained a strong knowledge of hotel facilities, services, and local area attractions to provide accurate information and recommendations to guests.
- - Actively participated in ongoing training programs to continuously improve job performance and knowledge of industry best practices.
- - Contributed to positive team dynamics by collaborating with colleagues across various departments, helping with tasks outside the scope of room service responsibilities when necessary for seamless service delivery.
- - Kept register accurate through correct billing, payment processing, and cash management practices.
- - Effectively multitasked during peak periods with more than 10 mixed orders, communicated across departments, without compromising on quality or timeliness of order fulfilment.
- - Assisted in entering data, editing documents and printing daily reports, managing the system to check any failure inquiry and manually add to Micros by using Oracle PeopleSoft and Intelity application
Supervisor / Content Creator (Part-time)
Kamomile Café
02.2020 - 02.2021
- Took approx 10 orders and prepared barista coffee, beverages and food in a fast-paced environment solo from customers
- Followed cash handling procedure
- Tracked and rotated stock
- Assisted owner in training staff and managing the café
- Maintained hygiene
- Conducted strong leadership, effective communication, organized workflows with team members
- Created social media posts such as flyers, posters, images, and other forms for marketing, replying to feedback, reviews and managing the cafe
Food and Beverage Attendant (Part-time)
The Branksome Hotel and Residences
05.2019 - 03.2020
- Ensured professional service is provided to more than 200 incoming guests in different outlets at atime (Room Service, Restaurant, Rooftop Bar and Conference)
- Handle any guest requests and feedback in line with hotel policy
- Maintain accuracy of all cash and credit transactions and complete daily balance activities as required
- Responsible stocktaking and rotating stock
- Ensuring to following strategies to allow efficient and effective to achieve financial and service quality targets.
- Contributed to team success by cross-training in multiple roles, fostering a collaborative work environment.
- Communicated with kitchen staff and waiters to provide accurate, timely information regarding orders and minimize delays.
Banquets Attendant (Casual)
Amora Hotel Jamison Sydney
03.2018 - 07.2019
- Took care of various functions, and events, serving more than 300 guests in one setting
- Set up and catered F&B based on Banquet Event Orders
- Ensured accuracy with requests, orders and service delivery
- Maintained consistent positive customer feedback
- In charge of the coffee cart including making barista coffee in fast service and maintaining hygiene, checking and fill-up stock.
Education
Bachelor of Business - Hospitality Management
WILLIAM BLUE COLLEGE At Torrens University, Sydney, New South Wales 2000 Australia
The Rocks05.2020
Bachelor of Business - International Hotel and Resort Management
BLUE MOUNTAINS INTERNATIONAL HOTEL MANAGEMENT SCHOOL At Torrens University, Leura, New South Wales 2780 Australia
Leura, NSW01.2018
Skills
- - Micros POS
- Microsoft Office Suite
- Front Office Operations Skills (Opera)
- Canva
- Intellity
- Oracle PeopleSoft
- Adobe Photoshop
- - Customer Support
- Multitasking
- Phone etiquette
- Organizational skills
- Computer literacy
- Customer Relationship Management
- Schedule Management
- Service Reporting
- Technical Support
- Service Recommendations
- Problem-solving abilities
- Data Entry
- Sales expertise
- Critical Thinking
- Active Listening
- Team Development
- Call Centre Operations
- Money handling abilities
- Quality Control
- Paperwork Processing
- Order Fulfillment
- Service Upselling
- Follow-up skills
- Documentation
- Staff education and training
Certification
- Responsible Service of Alcohol (RSA) Certificate New South Wales, 01/17, Office of Liquor, Gaming & Racing NSW
- Motivational Scholarship, 12/01/16, Blue Mountains International Hotel Management School (BMIHMS)
- IELTS, 01/21, 7.5
- Certificate of Acknowledgment, Infection Control Training - COVID 19, 10/2020
Languages
Vietnamese (Fluent)
English (Fluent)
Volunteer And Community Activities
Sculpture Exhibition Volunteer, 04/01/17, 05/01/17, Scenic World, Katoomba
Availability
Full-time availability. Temporary Partner Visa with no restrictions, Permanent Visa granted around May 2025
References
- Mai Phung, Room Service Supervisor, Crown Towers – Sydney NSW 2000 Australia, ThiTuyetMai.Phung@crownresorts.com.au
- Charlotte Park, Room Service Manager, Crown Towers – Sydney NSW 2000 Australia, charlotte.park@crownresorts.com.au, +61 432 589 707
- Nestor Cruz, Assistant Manager (Room Service & Restaurant), Crown Towers – Sydney NSW 2000 Australia, Ncruz31@outlook.com, +61 434 690 048
- Januar Halim, Banquet Supervisor, Amora Hotel Jamison – Sydney NSW 2000 Australia, 0424209950, jhalim86@gmail.com
- Vivian Phan, Food & Beverage Manager, The Branksome Hotel and Residences – Mascot NSW 2020 Australia, +61 2 8338 3232, vivian.phan@thebranksome.com.au
- Terry Choi, Mentor, Blue Mountains International Hotel Management School – Leura NSW 2780 Australia, +61 401 455 191, Ctc177194@gmail.com
- Linh Pham, Café Owner, Kamomile Café – Sydney NSW 2000 Australia, +61 426 199 893, kamomile.cafe@gmail.com
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Photography and Videography
Drawing and Painting
Technology
Cooking
Learning new skills
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
HybridOn-SiteRemoteImportant To Me
Work-life balanceCareer advancementWork from home optionPersonal development programsFlexible work hoursPaid sick leaveTeam Building / Company RetreatsCompany CultureTimeline
Digital Service Representative (Contract)
Service NSW Blacktown
12.2021 - 03.2022
Room Service Attendant (Full-time)
Crown Towers Sydney
11.2020 - 11.2021
Supervisor / Content Creator (Part-time)
Kamomile Café
02.2020 - 02.2021
Food and Beverage Attendant (Part-time)
The Branksome Hotel and Residences
05.2019 - 03.2020
Banquets Attendant (Casual)
Amora Hotel Jamison Sydney
03.2018 - 07.2019
Bachelor of Business - Hospitality Management
WILLIAM BLUE COLLEGE At Torrens University, Sydney, New South Wales 2000 Australia
Bachelor of Business - International Hotel and Resort Management
BLUE MOUNTAINS INTERNATIONAL HOTEL MANAGEMENT SCHOOL At Torrens University, Leura, New South Wales 2780 Australia
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