Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mia Holmes

WOOLLOONGABBA

Summary

A little about myself: I am a detail-oriented and customer-oriented professional with extensive experience in client relations, problem-solving, and operational effectiveness. I am almost through with the Bachelor's in Criminology and Criminal Justice program at Griffith University. Skilled in assessing solutions according to individual needs, resolving complex inquiries, and effectively collaborating with other sectors to improve customer satisfaction. I have experience in high-volume call handling, issue escalation management, and coaching that contribute to performance and operational success. A proactive problem solver who is proficient at stakeholder coordination while performing well under pressure.

Overview

11
11
years of professional experience

Work History

Customer Support Officer

TSA Group
07.2024 - Current
  • Provided service by tailoring solutions based on individual customer needs and preferences.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Managed high call volumes while maintaining composure and professionalism under pressure.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
  • Exceeded performance targets consistently by adopting a proactive approach towards addressing client concerns before escalation was necessary.
  • Maintained comprehensive knowledge of product offerings, enabling effective troubleshooting and problem-solving capabilities.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Collaborated effectively with other departments to handle escalated customer issues, resulting in swift resolutions.
  • Assisted customers with account setup, ensuring seamless onboarding experiences for new clients.
  • Mentored junior team members, sharing industry best practices and fostering an atmosphere of collaboration and growth amongst colleagues.
  • Monitored ongoing trends in customer feedback, identifying areas for improvement and implementing necessary changes.

Customer Support Officer

Sarina Russo
01.2023 - 05.2024
  • Managed outbound and inbound calls to book, reschedule, and confirm appointments
  • Discussed claims processes with clients, including obtaining, resending, and clarifying claim amounts
  • Provided advice on apprenticeship programs, financial assistance, and relevant contacts
  • Communicated effectively with employers, apprentices, stakeholders and their parents to address various inquiries
  • Sent out variation and cancellation forms, and processed referrals to mentors for call backs
  • Assigned electronic contacts to appropriate personnel based on apprentices' needs
  • Maintained and updated information in the ADMS system with expert knowledge of ADMS, RAM, and ABN systems
  • Conducted STA checks to verify apprentice status
  • Organised claims to ensure accurate and timely payments on behalf of Sarina Russo

Trainer and Shift Leader

GYG
01.2022 - 01.2023
  • Managed daily operations, including opening and closing the store
  • Provided excellent customer service, handling customer enquiries and complaints effectively
  • Operated the till and managed cash transactions accurately
  • Trained staff on both new and existing procedures in accordance with company policies
  • Training new staff at new stores or other stores throughout Queensland
  • Conducted regular stock intake and ordering to maintain inventory levels
  • Assisted the business manager with various tasks and responsibilities as required
  • Maintained store cleanliness to meet health and safety standards

Assistant Manager/ Sandwich Artist

Subway UQ
01.2019 - 01.2022
  • Managed daily operations, including opening and closing the store
  • Provided excellent customer service, handling customer enquiries and complaints effectively
  • Operated the till and managed cash transactions
  • Organised staff rosters to ensure optimal coverage and efficiency
  • Trained staff on both new and existing procedures
  • Coordinated and managed catering orders, ensuring timely and accurate delivery
  • Oversaw operations of a store located on the University of Queensland (UQ) campus
  • Conducted regular stock intake and ordering to maintain inventory levels
  • Managed online orders through platforms such as Uber EATS and Deliveroo
  • Ensured adherence to safety protocols, particularly regarding equipment and chemical usage
  • Maintained store cleanliness to meet health and safety standards

Retail Assistant

Toy World
01.2018 - 01.2019
  • Manage front counter through providing excellent customer service, handling customer enquiries and complaints effectively
  • Operated the till and managed cash transactions accurately
  • Restocking shelves and creating new displays
  • Support Store Manager with all tasks as required

Receptionist/ Administrator

A Gabrielli Constructions
01.2016 - 01.2017
  • Greeted and welcomed clients, visitors, and vendors upon arrival, ensuring a professional and friendly first impression
  • Managed a high volume of incoming calls, directing them to the appropriate departments or personnel
  • Responded to inquiries and provided accurate information about company services and projects
  • Performed general office duties, including filing, data entry, and managing correspondence (emails, letters, packages)
  • Prepared and distributed internal and external communications, such as memos and reports
  • Ordered and maintained office supplies and PPE, ensuring the office was well-stocked and equipment was functioning properly
  • Managed and maintained physical and electronic filing systems for easy retrieval and confidentiality
  • Assisted with basic bookkeeping tasks, such as recording transactions and updating financial records

Business Owner

01.2014 - 01.2016
  • Working part-time whilst still studying at school I formed a cleaning business maintaining a working relationship with a couple of regular clients
  • This included private residential clients, construction worksites and community halls
  • Build and maintain strong relationships with clients, understanding their needs and preferences
  • Communicate regularly with clients to address any concerns and ensure ongoing satisfaction
  • Collaborate with clients to customise cleaning plans and schedules based on their requirements
  • Maintaining cleanliness and hygiene in various environments, ensuring they are safe, sanitary, and visually appealing for the client
  • Establish and maintain high standards of cleanliness and service quality
  • Manage my own bookkeeping records to submit annual tax returns

Education

Bachelor of Criminology and Criminal Justice -

Griffin University
Brisbane, QLD
12-2025

Cert II in Tourism - RSA, RSG, Barista, Tourism, First Aid Cert

TAFE Qld
Townsville
12-2016

Year 12 -

Pimlico SHS
Townsville, QLD
01.2016

Skills

  • Retail Management
  • Customer Service
  • Staff Training and Development
  • Inventory Management
  • Cash Handling
  • Scheduling and Rostering
  • Order Coordination
  • Safety and Compliance
  • Problem-Solving and Creative Abilities
  • Communication and Organisational Skills
  • Time Management
  • Microsoft Office
  • Coordinating Stakeholders
  • Complaint handling
  • Complaint resolution

Timeline

Customer Support Officer

TSA Group
07.2024 - Current

Customer Support Officer

Sarina Russo
01.2023 - 05.2024

Trainer and Shift Leader

GYG
01.2022 - 01.2023

Assistant Manager/ Sandwich Artist

Subway UQ
01.2019 - 01.2022

Retail Assistant

Toy World
01.2018 - 01.2019

Receptionist/ Administrator

A Gabrielli Constructions
01.2016 - 01.2017

Business Owner

01.2014 - 01.2016

Bachelor of Criminology and Criminal Justice -

Griffin University

Cert II in Tourism - RSA, RSG, Barista, Tourism, First Aid Cert

TAFE Qld

Year 12 -

Pimlico SHS

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Mia Holmes