Nefertiti Houska

Dedicated and enthusiastic Customer Care Officer with over eight years in a high-volume shopping center environment, specialising in customer service, administrative support, and client relations. I am passionate about delivering exceptional customer service and ensuring customers' expectations are exceeded. I have extensive experience in Tourism, Hospitality, and Retail Sectors including management, sales, reception, and reservations. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

• Certificate 111 Medical Administration, Far North Tropical Institute of TAFE, 01/18/27
• HLTAID009 Provide Cardiopulmonary Resuscitation, St Johns Ambulance, 01/18/27
• HLTAID010 Provide Basic Emergency Life Support, St Johns Ambulance, 01/18/27
• HLTAID011 Provide First Aid, St Johns Ambulance, 01/18/27
• Queensland Government Blue Card, 01/18/27
• Open 'C' Class Queensland Driver License

• First point of contact for customers and 130+ retailers
• Provided exemplary customer service, information and assistance to all customers, retailers, contractors, stakeholders, and head office visitors
• Answered a high volume of phone calls and emails in a busy Shopping Centre environment
• Answered a multi-line system and handled calls quickly and accurately across all Centre Management departments
• Handled all customer, retailer complaints and feedback through telephone, email, and online contact forms
• Reported to Operations all maintenance required in the shopping centre either through telephone, radio and/or on SharePoint register
• Regularly liaise with the cleaners, security and Police Beat with First Aid, Incidents and any maintenance required
• Logged all incidents that occurred onsite into reports and closed them within a two-day timeframe e.g. Follow up calls, security reports, cleaner reports, medical certificate
• Logged and tracked Maintenance requests for all Retailers e.g. air conditioning, roof leaks etc
• Regularly made Public Announcements regarding retailer sales and promotions, vehicle damage, creek flooding, fire evacuations, centre blackouts, lost children etc
• Logged and maintained a Lost Property register and assisted customers with collection of property
• Organised monthly collection of lost property and donations to nominated Charity
• Ordered and maintained office supplies for the Customer Care Desk
• Worked in reception at the Centre Management office and provide support and administrative duties when required
• Effectively resolved Customer and retailer complaints in a professional and prompt manner
• Sold and issued tickets for events through Ticketek, handled refunds or any change of dates or seating etc
• Regularly monitored and reported on Work Health and Safety (WHS) incidents, in line with defined processes and relevant parties, including Facilities & Operations department and Queensland Ambulance Services (QAS)
• Regularly monitored and reported on Security events in co-ordination with the Security personnel and representatives of the Queensland Police Department (QPS)
• Supported the Marketing Manager to maintain an accurate Retail contact register, distribute centre-wide communications and execute ad-hoc promotional centre events and activities
• Scheduled customer appointments for specified equipment hire and maintained a current and accurate hire equipment database
• Trained new staff with onboarding relating to customer care policies and procedures

• Karen Stabile, Centre Manager, CBRE, 0412 627 397
• Jacqui Nolan, Retail Manager, CBRE, 0416 331 125, Jacquelinecnolan@gmail.com
• Rob Hicks, Operations Manager, CBRE, 0417 653 219
• Deborah Chan, Customer Care Supervisor, CBRE, 0414 236 935, deb.chan@hotmail.com
• Janice Stratton, Administration Manager, CBRE, 0432 941 124, Janice85@live.com
• Wendy Sheriffs, Customer Care Officer, CBRE, 0400 547 832, sheriffm@bigpond.net.au

Certificate 111 Health Administration

HLTAID009 Provide Cardiopulmonary Resuscitation

HLTAID010 Provide Basic Emergency Life Support

HLTAID011 Provide First Aid

St Johns Ambulance

Valid until 18/01/2027

Queensland Government Blue Card

Open ‘C' Class

Queensland Driver License