Munaavar Apuita
Cairns,Australia
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
3
3
years of professional experience
Work History
Customer Service Agent
Oceania Aviation
Yulara, NT
12.2023 - 08.2024
- Check-in of passenger luggage at correct weights
- Handling of passenger personal documents
- Displaying professional & respectful manners at all times
- Marshalling of aircrafts
- Manual handling
- Assistance with escorts of passengers with special needs to & from aircraft
- Responsible possession of work vehicle.
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
- Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
- Assisted customers with special needs, offering personalized support throughout their travel experience.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
- Enhanced customer satisfaction by providing timely and accurate flight information.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
- Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
- Provided exceptional service at ticket counters, booking flights and processing payments securely.
- Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
- Managed lost and found items efficiently, returning valuables to rightful owners whenever possible.
- Provided assistance during emergency situations following established protocols to ensure passenger safety.
- Contributed to team success by sharing best practices learned through training sessions or past experiences with fellow agents.
- Maintained a clean work environment by keeping the counter area tidy and well-organized at all times.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Contractor Camp Keeper
Outback Hotel & Lodge
Yulara, NT
08.2023 - 12.2023
- House keeping & hospitality of contractor workers in Yulara
- Stocking of breakfast supplies & change of beddings/towels daily
- Cleaning of common areas
- Collecting & drop offs of linens at local Laundry warehouse & restock of storerooms
- Responsible possession of work vehicle.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
- Sanitized all kitchen surfaces, wiped down cabinets, and swept and mopped floors
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Promoted a safe work environment by adhering to health and safety regulations while performing duties.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Provided exceptional customer service when interacting with guests during their stay, creating a positive impression of the hotel''s commitment towards excellence.
- Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies, and requested guest supplies.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Participated in regular inspections, continuously improving the overall cleanliness of assigned areas.
- Supported the front desk team by promptly addressing guest requests and concerns, fostering a welcoming atmosphere.
- Restocked cleaning storage cabinets, carts and baskets for easy use.
- Swept high ceilings, tight spaces and around furniture to remove built up dust and cobwebs.
- Collected trash and moved garbage cans from kitchen areas to pick-up stations.
Driver/Tour Guide
AAT Kings
Yulara, NT
02.2023 - 07.2023
- Showcasing central Australias icon Ayers Rock & Kata Tjuta through Anangu beliefs & combining with western knowledge taking tourists on foot to wonder the heart of our country & setting their gaze upon Uluru as our guests enjoy snacks & refreshing beverages whilst witnessing beautiful sunsets.
- Built personal relationships with guests to promote positive experiences.
- Worked collaboratively with team members to develop innovative strategies for improving overall tour quality and visitor satisfaction.
- Ensured timely departures and arrivals by strictly adhering to schedules while remaining flexible enough to accommodate unforeseen circumstances or special requests from guests.
- Increased customer satisfaction through attentive listening and personalized tour adjustments based on group interests.
- Received numerous positive reviews from clients, reflecting strong communication skills and in-depth knowledge of tour subjects.
- Improved group safety by vigilantly monitoring tour participants and implementing strict adherence to safety guidelines.
- Trained new hires ensuring they were well-prepared knowledgeable about their assigned tours before leading them independently.
- Provided excellent customer service during pre-tour interactions such as answering questions via email or phone calls.
- Stayed current on area history, culture, events, attractions by attending workshops, lectures, conferences regularly updating tour information accordingly.
Cashier
TI Co-operation
Thursday Island, QLD
02.2021 - 11.2022
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
Education
Djarragun College
Gordonvale, QLDSkills
- Multitasking
- Fast Learner
- Customer Service
- Adaptability
- Computer Skills
- Problem Solving Skills
- Effective Team Leader
- Interpersonal
- Communication Skills
- Time Management Skills
Timeline
Customer Service Agent
Oceania Aviation
12.2023 - 08.2024
Contractor Camp Keeper
Outback Hotel & Lodge
08.2023 - 12.2023
Driver/Tour Guide
AAT Kings
02.2023 - 07.2023
Cashier
TI Co-operation
02.2021 - 11.2022
Djarragun College