Summary
Overview
Work History
Education
Skills
Timeline
Generic

MIKAYLA CARSON

Christie Downs / Adelaide,Australia

Summary

Seasoned customer service professional, providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations. Experienced in fast-paced environments and adaptable to last-minute changes.

Overview

13
13
years of professional experience

Work History

Automotive Service Advisor

Hyundai / AP Eagers
Reynella / Adelaide, SA
04.2023 - Current
  • Greeted customers on arrival, identified their needs, and provided advice on automotive services.
  • Communicated effectively with technicians regarding current jobs, status updates and special requests from customers.
  • Monitored work progress to ensure timely completion of services within specified timeframes.
  • Provided estimates of repair costs to customers and discussed options with them.
  • Processed customer payments for parts and labor charges using a point-of-sale system.
  • Managed customer inquiries regarding vehicle maintenance, warranties, recalls and other topics.
  • Scheduled appointments for vehicle service and repairs as requested by customers.
  • Educated customers about preventative maintenance programs available at the dealership.

Customer Experience Partner

OTR
Kensington / Adelaide, SA
01.2021 - 04.2023
  • Part of a newly created Customer Experience Team building and maintaining internal and external relationships.
  • Recording customer feedback, resolving when within limits of authority and escalating to relevant departments when appropriate while maintaining service-level agreements (SLA).

QSR SME

OTR
Kensington / Adelaide, SA
01.2021 - 12.2021
  • I spent 6 months as a Subject Matter Expert rolling out a new POS system to a network of 200 Stores.
  • This role involved ensuring I had full knowledge of the system, testing and troubleshooting issues.
  • Held workshops to ensure all Teams were confident in the new system before rollout and was the Team lead for Store rollout days ensuring multiple departments kept to their timeframes for a smooth rollout.

QSR Ops Coordinator

OTR
Kensington / Adelaide, SA
01.2019 - 12.2021
  • Building and maintaining relationships, internal (Area Managers to General Managers and HR) and external (Vendors and customers).
  • Coordinated travel for a Team of 16 and monthly purchasing and invoice receiving of smallwares equipment and uniforms for a network of 94 Stores (5 brands).
  • Prepare spreadsheets, reports, schedule meetings prepare agendas and note taking.

Subway Store Manager

OTR
Morphett Vale / Adelaide, SA
12.2016 - 12.2019
  • Recruited, trained and supervised new employees.
  • Identified opportunities for cost savings through waste reduction initiatives.
  • Monitored inventory levels and placed orders to restock shelves.
  • Resolved customer complaints in a timely manner.
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Established customer service standards and monitored staff compliance.
  • Created weekly work schedules for store personnel.
  • Managed inventory tracking and physical inventory counts to minimize loss.
  • Monitored employee performance and identified performance gaps for corrective action.

Subway Assistant Manager

OTR
Christies Beach / Adelaide, SA
01.2016 - 12.2016
  • Maintained up-to-date knowledge of company products and services.
  • Maintained accurate records of sales transactions using point-of-sale systems.
  • Managed customer service inquiries and complaints in a timely manner.
  • Provided guidance and support to junior staff members on daily tasks and objectives.
  • Resolved customer inquiries and complaints requiring management-level escalation.

Subway Sandwich Artist

OTR
Christies Beach / Adelaide, SA
01.2014 - 12.2016
  • Monitored temperature of freezers and coolers throughout shift.
  • Cleaned tables, chairs, counters, floors, trays, dishes, during shift.
  • Stored food in designated areas following wrapping, dating, food safety and rotation procedures.
  • Chopped ingredients and prepped food items ahead of lunchtime and dinner rush periods.
  • Restocked napkins, condiments and utensils at self-service areas during slow periods.
  • Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
  • Processed cash and credit card payments, promptly returning receipts, coin, bills and payment cards to customers.
  • Communicated with customer to provide menu offering details and assist with decision-making.
  • Prepared sandwiches using assortment of meats, veggies and other ingredients to meet customer specifications.
  • Sanitized food storage and preparation areas to comply with food health and safety requirements.

Multi-Skill Crew Member

Red Rooster
Noarlunga / Adelaide, SA
09.2012 - 11.2013
  • Assisted customers with menu selections, answered questions about ingredients, and provided information on pricing.
  • Followed health department regulations regarding food storage temperatures and sanitation guidelines.
  • Regularly checked inventory levels for restocking needs.
  • Communicated effectively with co-workers to ensure smooth workflow.
  • Greeted customers and took their orders in a friendly and efficient manner.
  • Monitored kitchen equipment such as fryers and ovens to ensure proper functioning and safety compliance.
  • Restocked supplies such as napkins, condiments for the convenience of customers.
  • Operated cash register to process customer payments accurately and efficiently.
  • Maintained cleanliness of work area by sweeping floors, washing dishes, utensils, wiping counters and tables, cleaning windows, mirrors, mopping floors.
  • Correctly bagged orders for take-out customers while maintaining speed and accuracy of order fulfillment processes.
  • Maintained neat, well-groomed appearance, impeccable personal hygiene, hair restraint and minimal jewelry to meet company standards.

Education

Cert III - Retail

OTR
SA
01.2016

Cert I - Hospitality

TIME
SA
01.2014

Year 8 – Year 12 -

Hamilton Secondary College
SA

Skills

  • Inbound and outbound communication
  • Complaint resolution
  • Microsoft Dynamics CRM
  • Work in a fast-paced environment
  • Customer escalation management
  • Incident handling
  • Repair estimating
  • Appointment scheduling
  • Team collaboration
  • Multitasking and organization
  • Customer relationship management
  • Point-of-sale operation
  • Problem resolution
  • Inventory management
  • Training & Development
  • First aid and CPR certified

Timeline

Automotive Service Advisor

Hyundai / AP Eagers
04.2023 - Current

Customer Experience Partner

OTR
01.2021 - 04.2023

QSR SME

OTR
01.2021 - 12.2021

QSR Ops Coordinator

OTR
01.2019 - 12.2021

Subway Store Manager

OTR
12.2016 - 12.2019

Subway Assistant Manager

OTR
01.2016 - 12.2016

Subway Sandwich Artist

OTR
01.2014 - 12.2016

Multi-Skill Crew Member

Red Rooster
09.2012 - 11.2013

Cert III - Retail

OTR

Cert I - Hospitality

TIME

Year 8 – Year 12 -

Hamilton Secondary College

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MIKAYLA CARSON