Mikala Pearce
Hillcrest
Summary
Dedicated to fostering positive team dynamics and encouraging open communication. Excels in creating an environment where innovative thinking thrives. Commits to driving growth and success through strategic leadership. Expertise in identifying and implementing solutions for guest experiences.
Overview
17
17
years of professional experience
Work History
Gaming Manager
Mallee Grill
08.2019 - Current
- Gaming machine operation
- Tas Keno operative
- Supervise bar operations
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards
- Provide customers with excellent customer service
- Morning opening including floats and reconciliations and closing of an evening
- Banking of reconciled floats
- Staff hours check and remuneration using MYOB
- Ordering and processing of invoices.
- Managed budgets effectively, balancing expenses against revenues while identifying areas for cost reduction without compromising service quality or guest experience.
- Responded with care to customer concerns to leave each customer satisfied and build reputation of service.
Customer service representative
Serco Group
01.2015 - 01.2018
- Outsource centre for the Australian Tax office) Burnie Tasmania
- Manage customer calls effectively and efficiently in a complex, fast paced and challenging call centre environment
- Negotiate and enter clients into payment arrangements for new and existing debts
- Provided clients with information and assistance with individual, business and debt taxation obligations
- Manage high call volume with tact and professionalism
- Defuse volatile customer situations calmly and courteously
- Met or exceeded service and quality standards every review period
- Use of multiple system usage in the one interaction
Cook/Bar attendant
Gladstone Hotel
01.2009 - 01.2013
- Ensure food was cooked and stored at correct temperatures
- Shopped for and ordered food and kitchen supplies and equipment
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards
- Greet guests in a timely and professional manner
- Provide customers with excellent customer service
- Received beverage orders from wait staff and delivered beverages to guests
- Enthusiastically and appealingly describe food and drink specials to guests
Administration Assistant
Van Dieman Mines P/L
01.2008 - 01.2009
- Filing and data entry
- Staff hours check and remuneration using MYOB
- Minutes of meetings
- Reconciliations
- Use of various internal systems and Microsoft Office applications
- Travel arrangements
Education
Diploma of Management and leadership - undefined
2022
Keno senior writer and gaming machine supervisor - undefined
2020
Responsible service of alcohol - undefined
2019
Responsible conduct of gaming - undefined
2019
Working with vulnerable people/children card. - undefined
2019
Certificate III in Hospitality - undefined
2010
MYOB - undefined
2009
Prepare and serve espresso coffee. - undefined
2009
Year 10 Certificate - undefined
Yolla District High School
2006
Skills
- Professional phone etiquette
- Exceptional customer service
- Excellent communication skills
- Articulate and well spoken
- Works well under pressure
- Filing and data entry
Timeline
Gaming Manager
Mallee Grill
08.2019 - Current
Customer service representative
Serco Group
01.2015 - 01.2018
Cook/Bar attendant
Gladstone Hotel
01.2009 - 01.2013
Administration Assistant
Van Dieman Mines P/L
01.2008 - 01.2009
Diploma of Management and leadership - undefined
Keno senior writer and gaming machine supervisor - undefined
Responsible service of alcohol - undefined
Responsible conduct of gaming - undefined
Working with vulnerable people/children card. - undefined
Certificate III in Hospitality - undefined
MYOB - undefined
Prepare and serve espresso coffee. - undefined
Year 10 Certificate - undefined
Yolla District High School
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