Neve Frost
Melbourne,VIC
Summary
Dynamic and detail-oriented professional with exceptional communication skills, thriving in fast-paced environments while adeptly managing multiple tasks. Recognized for a proactive approach to identifying and resolving challenges, consistently focused on optimizing processes to enhance team performance and achieve collective goals. Committed to fostering collaboration and mentoring individuals, ensuring the achievement of both personal and team objectives with excellence. A strong advocate for continuous improvement, driving initiatives that elevate productivity and engagement within the team.
Overview
7
7
years of professional experience
Work History
Monash Connect Officer
Monash University
Melbourne, VIC
09.2025 - Current
- Deliver high-volume, frontline customer service across phone, email and face-to-face channels within a fast-paced contact centre environment.
- Resolve a broad range of complex student enquiries in accordance with Monash Connect guidelines and procedures.
- Triage and escalate sensitive or specialised matters using appropriate protocols and discretion.
- Utilise Salesforce to accurately document enquiries, manage case workflows, forward to specialist queues, and ensure compliant record keeping for quality assurance.
- Escalate enquiries appropriately via internal pathways.
- Maintain strong adherence to service standards while ensuring students receive complete and accurate information.
- Analyse unclear or incomplete enquiries by asking targeted questions to identify the core issue.
- Provide tailored support to international students navigating complex administrative processes in an unfamiliar system.
- Contribute to continuous improvement by identifying gaps or ambiguities in knowledge articles and recommending updates to improve service delivery consistency.
- Volunteered for weekend overtime during peak periods, maintaining productivity while sustaining service quality.
- Delivered side-by-side training and mentoring to new staff, supporting onboarding and building operational confidence.
- Foster a collaborative team culture through knowledge sharing, peer support and professional communication.
Store Manager
Lovisa
Forest Hill Chase/Highpoint/DFO, Melbourne
12.2024 - 09.2025
- Manage a flagship Grade A store with over 20 staff, having been promoted from a Grade C store within two months after improving store earnings to achieve targets, and improving KPIs from 13% to over 60%, surpassing the 30% benchmark.
- Oversee all store operations, including staff rosters, key holders, banking, daily and weekly sales figures, and stock management, ensuring smooth and profitable business performance.
- Drive key performance indicators (KPIs) by coaching staff on sales techniques, consistently achieving and exceeding store goals.
- Lead recruitment, conducting interviews and hiring successful team members, while training staff in piercing and product knowledge.
- Conduct regular one-to-ones with staff, fostering a supportive and communicative environment that encourages individual growth and development.
- Implement loss prevention strategies by reviewing paperwork, analysing mystery shopper results, and creating action plans to address areas of improvement.
- Execute store moves and visual merchandising, ensuring the shop floor meets brand standards and boosts customer engagement.
- Provide outstanding customer service by approaching every customer, building rapport, and recommending complementary items to maximise sales.
Bookseller
Waterstones
Liverpool One
10.2023 - 08.2024
- Delivered personalised customer service by providing tailored book recommendations, showcasing strong industry knowledge and commercial awareness.
- Achieved top hand-seller status, selling over 600 copies of the Waterstones Book of the Year in December 2023.
- Managed fiction and genre sections, curating themed displays and ordering stock to align with seasonal trends and commercial goals.
- Managed many in-store and external events by preparing the space, greeting authors, checking in guests, organising and overseeing signings, and arranging signed store stock.
- Led the planning and execution of high-profile author events, independently researching and writing discussion questions to chair author talks for Anthony Horowitz and Jennifer Saint, and running live Q&A sessions for audiences of 50–100+.
- Organised and hosted store events such as Live Murder: Murder Mystery Night and midnight book launches, ensuring smooth operation from planning to execution.
- Co-founded Enchanted Pages, the store's monthly young adult book and activity club, collaborating with publishing houses and driving event attendance through strategic social media and in-store marketing.
- Engaged with customers via social media platforms (@waterstonesliverpool) to promote new releases, store events, and author signings.
- Fulfilled online customer orders and click-and-collect services, ensuring prompt and accurate order handling.
- Assisted with annual stocktaking, meticulously counting and recording inventory.
- Created logical, accessible stockroom layouts to streamline back-of-house operations.
Retail Assistant
Magic Memories at The Wheel of Liverpool
Liverpool
07.2022 - 11.2023
- Delivered engaging customer experiences by welcoming visitors and explaining the attraction's photography process.
- Utilised sales techniques to encourage customers to purchase souvenir photos, achieving the highest sales on the team.
- Worked collaboratively with staff to ensure quick photo printing and presentation for guests.
- Trained and guided new staff, including onboarding of a new manager for a seamless transition.
Supervisor
Ryman
Lancaster
06.2023 - 08.2023
- Managed store opening and closing, taking key holder responsibilities seriously to uphold robust security.
- Led daily store operations, clearly communicating targets to staff and delegating tasks to maintain productivity.
- Conducted daily banking, counting tills and float cash, and completing sales paperwork.
- Oversaw visual merchandising, pricing, and stock replenishment to enhance the store's layout and customer appeal.
- Handled stock deliveries, updated records, and ensured effective back-of-house organisation.
- Maintained regular communication with management and security teams, responding quickly to operational needs.
- Performed daily safety checks and weekly fire alarm tests to ensure a secure work environment.
Sales Associate
TK Maxx
Lancaster
10.2022 - 01.2023
- Adapted to different store departments daily, supporting areas in need to maintain a smooth workflow.
- Thrived in a fast-paced retail environment, balancing stock replenishment, fitting room duties, and customer service.
- Mastered online stock systems to assist customers with orders and product availability.
- Helped the team achieve daily sales targets by providing exceptional service and promoting products.
- Maintained store presentation by reorganising sections and restocking displays.
- Operated tills, managed the fitting room, and provided high-level customer service.
- Organised and replenished stock, ensuring sections remained tidy and visually appealing.
- Liaised with security teams to prevent stock loss, performing fitting room security checks and recording damaged goods.
- Monitored and recorded stock discrepancies and processed returns according to company policy.
- Temporary Contract
Sales Assistant
Zara
Liverpool One
07.2021 - 09.2021
- Thrived in a fast-paced retail environment, balancing stock replenishment, fitting room duties, and customer service.
- Mastered online stock systems to assist customers with orders and product availability.
- Helped the team achieve daily sales targets by providing exceptional service and promoting products.
- Maintained store presentation by reorganising sections and restocking displays.
- Temporary Contract
Crew Member
McDonald's
Lancaster
11.2019 - 03.2020
- Adapted to various roles across the restaurant to support peak business hours and ensure smooth service.
- Communicated efficiently with kitchen and front-of-house teams to maintain a fast-paced workflow.
- Upheld hygiene and food safety standards to ensure a clean, safe environment.
- Ended Due to Covid-19
Camp Counsellor
Linx Camps
Boston, Massachusetts
06.2019 - 08.2019
- Independently travelled to Boston, adapting to a new culture and environment while leading weekly groups of 12 children.
- Organised daily schedules and activities, ensuring smooth, on-time operation.
- Managed children's welfare, including medical needs, with care and attention.
- Resolved conflicts between campers and maintained a positive, enthusiastic atmosphere.
Education
English Literature, English Language, Mathematics, Science, Additional Science, Religious Education, History, French, Drama
Archbishop Blanch High School
Liverpool, UK06.2017
Bachelor of Arts - English Literature
Lancaster University
Lancaster, UK07.2022
A Level - English Literature, History, Mathematics
Belvedere Academy
Liverpool, UK06.2019
GCSE - English Literature, English Language, Mathematics, Science, Additional Science, Religious Education, History, French, Drama
Archbishop Blanch High School
Liverpool, UK06.2017
Skills
- Travel: Australian East Coast, August - December 2024
- Author of original poetry collection
- Volunteer at the British Library event for LitCraft: Steampunk Sherlock Holmes, at Late in the Library
- Academic representative for MA English Literature
- Executive team member at Lancaster University Fashion Society
- Writer and photographer for personal blog
- NCS Award
- Duke of Edinburgh Award
- Volunteer at Speke Hall National Trust
- Former Air Cadet member
- Former member of Liverpool Young Everyman Playhouse
- Chamber choir experience
- Former member of climbing, swimming, running and rowing teams
Availability
Full-time
Timeline
Monash Connect Officer
Monash University
09.2025 - Current
Store Manager
Lovisa
12.2024 - 09.2025
Bookseller
Waterstones
10.2023 - 08.2024
Supervisor
Ryman
06.2023 - 08.2023
Sales Associate
TK Maxx
10.2022 - 01.2023
Retail Assistant
Magic Memories at The Wheel of Liverpool
07.2022 - 11.2023
Sales Assistant
Zara
07.2021 - 09.2021
Crew Member
McDonald's
11.2019 - 03.2020
Camp Counsellor
Linx Camps
06.2019 - 08.2019
English Literature, English Language, Mathematics, Science, Additional Science, Religious Education, History, French, Drama
Archbishop Blanch High School
Bachelor of Arts - English Literature
Lancaster University
A Level - English Literature, History, Mathematics
Belvedere Academy
GCSE - English Literature, English Language, Mathematics, Science, Additional Science, Religious Education, History, French, Drama
Archbishop Blanch High School