Nicole Sullivan
Customer Service Officer APS3
Moruya,NSW
Summary
I endeavour to be successful in an on-going APS 4 position within Sevices Australia. I will continue to apply myself to roles and tasks assigned to me while developing skill sets on a professional level. My accomplishments will reflect through my passionate work ethic, resilience and cultural awareness. I will continuing to grow and educate myself through challenges, experience and work colleagues while delivering quality services to the agency.
Overview
16
16
years of professional experience
4
4
Certifications
Work History
Customer Service Officer
Services Australia
Batemans Bay Smart Centre, NSW
01.2019 - Current
- Contributing to Indigenous and Remote Services, Income Management, Urgent Payment, Employment Services, Multilingual and Silver Service Agents.
- Upskilled to urgent payment line with a unbiased approach to the customers needs
- Virtual Technical Peer Support Officer and floor walking support assisting staff with navigation of procedures, legislations and workflows.
- Adhering to procedures and legislation during inbound and outbound calls and processing activities through workload manager.
- Maintaining consistent interactions within MS Teams.
- Provide excellent call handling with understanding and resolving complex enquiries.
- Prioritizing business imperatives set by the agency.
- De-escalation of aggressive call while maintaining a calm and genuine approach.
- Actively contributing to stand-up meetings using virtual boards for goal setting, achievements and problem solving.
- Appointed to attend Town Hall meetings on behalf of the team.
Manager/Barista
Red Rose Cafe
01.2013 - 01.2015
- Assigning staff with tasks to ensure a smooth daily operation
- Settling register for the day, using EFTPOS and RMS
- Ordering stock to ensure variety is available to customers
- Maintaining a cleanliness and sufficient working order
- Meeting customer’s special dietary requirements by ordering sufficient stock
- Involving all staff in daily plans and tasks to ensure everyone understands our daily routine
- Providing excellent customer service and building rapport with customer’s
- Work under deadlines and pressure while remaining active and calm
- Preparation of weekly rosters
- Completing OH&S tasks daily to prevent injuries and breakdowns of equipment
- Opening and closing of the store
- Assisting with payroll
- Familiar with shift work rotation
- Training staff to meet the quality of food and beverages we serve along with customer service
- Acting quickly to resolve any issues
- Coffee making with espresso machine
- Supervising staff and delegating tasks
- Working long productive shifts
- Organizing food on plates in a presentable manner
- Checking off and signing invoices and credit notes on a weekly basis.
Events & Function Front of House - Coach
House Marina Resort
01.2012 - 01.2014
- Delivering a flexible approach with event organisers to provide sufficient information to meet their individual needs as their event requires
- Setting function areas for weddings/conferences according to room layout requirements
- Ordering linen supplies/preparing returns of soiled linen
- Maintaining a cleanliness and sufficient working order of industrial dishwashers
- Meeting delegates food allergy and special dietary requirements
- Adapting to roles according to any chains of command
- Supervising staff and delegating tasks
- Assisting in preparation of weekly rosters
- Greeting guests to make them feel comfortable and welcome
- Work under deadlines and pressure while remaining active and calm
- Close out all events as required
- Communicate with all areas of management
- Familiar with shift work rotation
- Polishing of cutlery and glassware
- Acting quickly to resolve any issues
- Coffee making with espresso machine
- Working long productive shifts
- Organizing food on plates in a presentable manner
- Providing quality and friendly customer service.
Supervisor/Barista Front of House
By the Beach Bakery
01.2006 - 01.2011
- Prepare and maintain a quality level of beverages
- Working as a team to provide quality customer service
- Ensure consistent grind for coffee daily
- Set up and prepare espresso machine for sufficient working order daily
- Keeping area to a clean and hygienic working environment
- Provided training to staff
- Balancing cash register
- Building a rapport with customers to provide excellent customer service
- Ensure group handles are cleaned every day
- Cleaning espresso machine with chemicals and maintaining a proficient working order
- Report any faults to supervisor
- Work under pressure while maintaining a professional attitude (Prepare up to 400 coffees daily)
- Present coffee with patterns
- Supervise staff while presenting an approachable manner
- Open/Close Coffee shop
- Ordering stock, rotation of stock.
Store Manager
Surfside General Store
01.2004 - 01.2006
- Open and close store daily
- Work within the OH&S guidelines
- Handle Cash Register, also EFTPOS and cheques
- Balance end of day business
- Maintain a sufficient level of communication with owner
- Ordering stock and ensuring customers with a large variety of stock
- Deliver excellent communication to customers
- Supervise staff with diligence and patients
- Understanding security alarm
- Maintaining flexibility with working roster
- Managing weekly roster
- Assisted with banking daily
- Brought a bubbly and enthusiastic approach daily
- Cleaning store – Vacuuming, dusting, and mopping.
Store Supervisor
Donut King
01.2003 - 01.2004
- Preparing coffee efficiently
- Supervising staff, ensuring quality service
- Maintaining a clean and hygienic environment
- Replenish and rotation of stock
- Ordering of stock
- Wiping down table and chairs
- Ensuring correct sterilization of food machinery and tools
- Delivering hot beverages to customers
- Keeping crockery to sufficient clean level
- Taking orders using memory or order books
- Responsibilities of opening and closing store
- Assisting manager with daily tasks
- Prioritising daily tasks
- Encouraging up sales to achieve monthly profits.
Education
Diploma - Psychology
OTEN Tafe
10.2019 - 02.2012
Certificate II – Business -
Moruya TAFE, NSW
Certification
2012 - OH&S
References
Rebecca Quinn, Team Leader
Batemans Bay Smart Centres
Central and West
Ph: 0244784144
Timeline
Diploma - Psychology
OTEN Tafe
10.2019 - 02.2012
Customer Service Officer
Services Australia
01.2019 - Current
Manager/Barista
Red Rose Cafe
01.2013 - 01.2015
Events & Function Front of House - Coach
House Marina Resort
01.2012 - 01.2014
Supervisor/Barista Front of House
By the Beach Bakery
01.2006 - 01.2011
Store Manager
Surfside General Store
01.2004 - 01.2006
Store Supervisor
Donut King
01.2003 - 01.2004
Certificate II – Business -
Moruya TAFE, NSW