Melanie Smith
Summary
I am ambitious and highly motivated with excellent customer services and administrative skills. These skills have been developed through my varied work experiences which include office administration, working in hotels, membership institutes, retail positions and not for profit organisation. I also have extensive administrative experience covering financial accounts, record-keeping, reception and general clerical work. I enjoy learning and gaining new personal and professional skills and am able to work autonomously or within a team environment.
I am now seeking a new professional challenge and wish to gain a full time position where my strong customer service and administrative skills can be utilised and can provide effective business support.
Overview
32
32
years of professional experience
Work History
CRM & Payments Systems Officer
Variety – the Children's Charity
01.2016 - Current
- Boosted CRM adoption by streamlining processes and providing comprehensive training to team members
- Trained new employees on CRM usage, fostering a culture of data-driven decision-making within the company
- Reduced manual data entry tasks by creating automated processes within the CRM system
- Regularly audited data quality to ensure accuracy and consistency across all records in the database
- Managed user access rights, roles, and permissions within the system to maintain data security and integrity
- Maintaining a mail register, distributing all daily incoming mail, sending all outgoing mail and liaising with couriers
- Answering incoming telephone call, routing calls, delivering messages to staff and greeting visitors
- Assisting with the general tidiness of the office, maintaining stationery, postal and kitchen supplies and organising general building maintenance
- Maintaining an efficient Blue Card application process for staff and volunteers
- Maintaining an accurate list of members, providing monthly membership reports and organising membership renewal reminders
- Coordinating bookings for office equipment and meeting rooms
- Assisting with events and fundraising database updates and maintenance
- Monitoring and responding to all emails
- Providing administrative support to the Chief Executive Officer, the Finance Manager and Board members
- Processing of all accounts receivables
- Attending to other finance duties as directed by the Senior Finance and Corporate Services Manager
- Adhering to all Variety Queensland policies and procedures
- Proving support and assistance to all volunteers, donors, sponsors and event participants
- Create and maintain detailed administrative processes and procedures to drive efficiency and accuracy
Owner and Office Manager
Matt's All Hours Plumbing
01.2007 - 01.2016
- Managing all financial accounts and reports
- Reviewing pricing of stock and communicating with suppliers
- Preparing invoices, receipts and quotes
- Organising advertising and marketing
- Investigating current legislative requirements
Sales Assistant
Bad Bath N' Table
08.2011 - 11.2015
- Adhering to the opening and closing procedures of the store
- Greeting and talking to all customers to find out their needs
- Providing and promoting information and advice on products and current trends
- Receiving and transferring of stock and special orders
- Responding to all customer complaints and requests
- Arranging promotional materials and displays
- Assisting with staff training and supervision
- Using the cash register/computer, banking, cleaning, and restocking
Assistant Front Office Manager
Hilton
06.2004 - 10.2006
- Assist the Front Office Manager and the Director of Operations
- Teach, advise, motivate and delegate duties to staff
- Conduct staff performance appraisals and reports
- Manage the maximisation of room sales and revenue for the hotel
- Satisfy guests' requirements and resolve complaints
- Promote hotel facilities, services and loyalty program
- Responsible for the operation of the hotel on night shifts
- Supervise Concierge area and the Executive Floor
- Coordinate groups, tours and airline bookings
- Develop relationships with VIP guests and other hotel departments
- Identify and implement new Front Office procedures.
Front Office
Crowne Plaza
12.2003 - 05.2004
- Reception Greeting / check in and check out of all guests
- Resolve guest complaints / requests
- Organise guests / tour groups accounts
- Cashiering / Foreign exchange
- Switch (PABX) Telephone enquiries
- Reservations Promoting facilities and services
- Concierge Assisting guests
Event Staff
Suncorp Stadium
06.2003 - 01.2004
- Scanning of tickets
- Usher, crowd control and security
- Control of corporate and member areas
- Carpark Supervisor
- Fire Warden
Housekeeping
The Chifley on George Hotel
02.2002 - 11.2002
- Stock control
- Cleaning of hotel rooms, bathrooms and public areas
- Satisfy guest's requests for information and products
Office Administration
Master Plumbers Association of Queensland
07.2001 - 12.2001
- Organising 2001 Annual Conference
- Preparation for 2002 Conference and Awards Dinner
- General office administration
Office Administration
Australian Property Institute
02.2001 - 04.2001
- Staff training on office procedures
- Manage and prepare financial accounts for executive committee
- Organise seminars for members
Sales Associate, Ladies Millinery Department
Harrods
05.2000 - 11.2000
- Greet and serve customers of all nationalities
- Stocktake of products and preparation for annual sale
- Operate cash register, including foreign currency
- Manage telephone and mail orders/ enquiries
- Supervise staff meetings and training
- Liaise with the buying office, milliners and other store departments.
Administrative Officer
Australian Property Institute
02.1995 - 02.2000
- Manage all financial accounts, payroll, monthly bank reconciliation and reports
- Manage staff and committee meetings
- Control of institute membership – meetings, enquiries, interviews, promotions and identifying new members
- Assist with developing and managing seminars and conferences for members
- Maintain members library and resources
- Support the Executive Officer and Institute President by carrying out any requests for information, preparing correspondence and organising meetings.
Bar/Food and Beverage Attendant
Albion Park Raceway (Silks Restaurant)
10.1999 - 01.2000
Office Administration
Valuers Registration Board
07.1999 - 01.2000
Maintenance Officer
“Marie Street” Office Building (Johala Pty Ltd)
02.1997 - 01.2000
Customer Service
Hungry Jacks
10.1991 - 01.1995
Education
Bachelor of Hotel Management -
Griffith University
Gold Coast, Queensland01.2003
Senior Certificate, OP 10 -
Mitchelton State High School
01.1994
Skills
- Over 16 years' experience in customer service has given me the ability to easily establish a rapport with customers/clients
- Strong computer skills including Word, Excel, Outlook and CRM database thankQ and Raisely
- Ambitious, self-motivated and professional, always acting in a courteous and helpful manner with clients
- Flexible and able to respond quickly and positively to changing work environments
- Attention to detail and accuracy while being able to multi-task
- Ability to learn quickly
- Strong work ethic
- Able to work closely with other professionals as part of a team
- Ability to communicate, influence and build effective relationships at all levels of a business with a particularly strong customer focus
Professional Development
- 2023, First Aid Course, Queensland Ambulance Service
- 2023, Certificate in Xero, The Career Academy
- 2023 Microsoft Excel, Odyssey Training
- 2023 Class Act Communication Workshop, Coach Pty Ltd
- 2022 Responsible Service of Alcohol, Clear to Work
Volunteer Experience
- 2022 - 2024 Registrar, Committee Member and Team Manager, Albany Creek Crushers Junior Rugby League Football Club
- 2016 - 2022 Special Children's Christmas Party
References
References available upon request.
Timeline
CRM & Payments Systems Officer
Variety – the Children's Charity
01.2016 - Current
Sales Assistant
Bad Bath N' Table
08.2011 - 11.2015
Owner and Office Manager
Matt's All Hours Plumbing
01.2007 - 01.2016
Assistant Front Office Manager
Hilton
06.2004 - 10.2006
Front Office
Crowne Plaza
12.2003 - 05.2004
Event Staff
Suncorp Stadium
06.2003 - 01.2004
Housekeeping
The Chifley on George Hotel
02.2002 - 11.2002
Office Administration
Master Plumbers Association of Queensland
07.2001 - 12.2001
Office Administration
Australian Property Institute
02.2001 - 04.2001
Sales Associate, Ladies Millinery Department
Harrods
05.2000 - 11.2000
Bar/Food and Beverage Attendant
Albion Park Raceway (Silks Restaurant)
10.1999 - 01.2000
Office Administration
Valuers Registration Board
07.1999 - 01.2000
Maintenance Officer
“Marie Street” Office Building (Johala Pty Ltd)
02.1997 - 01.2000
Administrative Officer
Australian Property Institute
02.1995 - 02.2000
Customer Service
Hungry Jacks
10.1991 - 01.1995
Bachelor of Hotel Management -
Griffith University
Senior Certificate, OP 10 -
Mitchelton State High School
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