NATHAN THOMAS
Hunter Valley,NSW
Summary
Customer Experience and Operations professional with over 20 years of experience supporting customers across remote contact centres, travel, technology-enabled services, hospitality and high-volume service environments. More than six years of proven remote work experience supporting customers across phone, email and digital communication channels. Experienced in resolving complex customer issues, investigating booking and payment-related enquiries, managing CRM records, handling escalations and maintaining accurate case documentation. Highly adaptable and comfortable learning new systems, workflows and operational processes quickly, with hands-on experience using Salesforce and Pivotal CRM platforms. Known for remaining calm under pressure, taking ownership of customer problems and independently identifying practical solutions in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Reservations & Customer Support Consultant
Collette Travel Services
01.2024 - 01.2026
- Resolved complex reservation, booking, payment and travel-related enquiries while maintaining accuracy and a high standard of customer experience.
- Delivered high-volume customer support across phone and email for customers across Australian and United States markets.
- Investigated customer issues and collaborated with internal systems to identify effective solutions and next steps.
- Maintained accurate customer records and booking information, ensuring thorough follow-up activity using Pivotal CRM platform.
- Processed payments, invoicing and reservation documentation with a high level of accuracy and attention to detail.
- Used independent judgement to troubleshoot customer issues and determine escalation.
- Managed competing customer priorities in fast-paced environment, consistently meeting service and quality expectations.
- Trained and supported colleagues in CRM and reservation systems and assisted team members with operational processes.
- Worked independently in a fully remote environment, collaborating with colleagues and stakeholders across different locations and time zones.
Senior Experience Consultant
The Big Red Group (Adrenaline)
01.2021 - 01.2024
- Managed escalated and sensitive customer complaints, ensuring resolution through calm, professional, and empathetic communication.
- Coordinated complex bookings and corporate customer requests, aligning multiple stakeholders and operational requirements for seamless execution.
- Delivered customer support across multiple communication channels, managing enquiries, bookings, changes and complex customer requests.
- Investigated customer issues and worked proactively to identify practical solutions before escalating matters.
- Identified recurring customer issues and operational challenges, communicating insights to enhance team performance and drive service improvements.
- Used Salesforce CRM to manage customer interactions, maintain accurate records and documentss case activity.
- Supported colleagues through coaching, knowledge sharing and operational guidance.
- Consistently worked independently and collaboratively within a fully remote, fast-paced environment.
Customer Service Consultant
Unity4 Call Centre
01.2020 - 01.2022
- Delivered high-volume customer service, enhancing customer satisfaction across national campaigns and service programs.
- Managed challenging customer interactions calmly under pressure, resolving issues to uphold customer loyalty.
- Responded to customer enquiries efficiently, ensuring quality and accuracy while maintaining professionalism.
- Worked independently in a remote environment while consistently meeting performance and quality expectations.
- Adapted quickly to different systems, processes and campaign requirements.
Hospitality Attendant / Supervisor
Hope Estate
Pokolbin, NSW
01.2022 - Current
- Supported daily operations and supervised staff to uphold high service standards, contributing to a positive guest experience.
- Deliver high-quality, personalised customer experiences in a fast-paced environment.
- Resolved customer enquiries and service issues with initiative, professionalism, and sound judgement, enhancing customer satisfaction.
- Communicated clearly with customers and team members while managing multiple priorities during busy periods, ensuring smooth operations.
Whiskey Host
Tower Distillery
01.2023 - Current
Premium Service
Nioka Steakhouse
01.2025 - Current
Premium Service Attendant
Tower Lodge
01.2025 - Current
Casual Duty Manager
Imperial Hotel
01.2020 - 01.2022
- Enhanced service delivery through development of hospitality operations and conflict resolution skills.
- Managed daily hotel operations and ensured guest satisfaction.
- Supervised staff performance and maintained high service standards.
- Coordinated front desk activities and resolved customer complaints.
Education
Certificate IV - Travel and Tourism
TAFE
09-2026
Bachelor - Psychological Sciences
Swinburne University
09-2026
Higher School Certificate -
Benilde Senior High School
01-1998
Skills
- Payment, booking and account enquiries
- Multi-channel support
- Customer experience support
- CRM software
- Salesforce CRM
- Pivotal CRM
- Case documentation
- Booking systems
- Invoicing systems
- Problem resolution
- Conflict resolution
- High-demand booking support
- Workflow improvement
- Remote team coordination
- Remote communication
- Digital engagement strategies
- Microsoft Office Suite
- Database management
- Independent problem-solving
- Adaptability in operations
- Customer and colleague training
- Time management
- Digital engagement strategies
Timeline
Premium Service
Nioka Steakhouse
01.2025 - Current
Premium Service Attendant
Tower Lodge
01.2025 - Current
Reservations & Customer Support Consultant
Collette Travel Services
01.2024 - 01.2026
Whiskey Host
Tower Distillery
01.2023 - Current
Hospitality Attendant / Supervisor
Hope Estate
01.2022 - Current
Senior Experience Consultant
The Big Red Group (Adrenaline)
01.2021 - 01.2024
Customer Service Consultant
Unity4 Call Centre
01.2020 - 01.2022
Casual Duty Manager
Imperial Hotel
01.2020 - 01.2022
Certificate IV - Travel and Tourism
TAFE
Bachelor - Psychological Sciences
Swinburne University
Higher School Certificate -
Benilde Senior High School