Nikita Fazey
Aveley,WA
Summary
With over 12 years of experience in customer service across diverse industries, including hospitality, I bring a comprehensive skill set and in-depth knowledge to every role I take on. I possess advanced computer proficiency, a strong understanding of financial principles and compliance standards, and a proven ability to manage operations in fast-paced environments. My exceptional leadership abilities, high emotional intelligence, and hospitality experience enable me to provide outstanding service while fostering team collaboration. Additionally, my analytical and critical thinking skills allow me to autonomously solve complex challenges, ensuring smooth operations and consistent results
Overview
12
12
years of professional experience
Work History
Customer Engagement Officer
City of Swan
04.2024 - Current
- Facilitated customer sales, including new memberships, retail products, and providing assistance with online and app-related inquiries.
- Managed account administration, ensuring compliance with document requirements and effectively using POS and CRM systems.
- Performed office administration tasks using the ENVIBE system, including intercom and Outlook management, cash handling, answering inbound calls, processing internal referrals, and executing general office duties.
- Worked closely with other departments, leveraging a strong understanding of all center areas to enhance overall operations and coordination.
- Assisted with staff training, helping new team members become familiar with procedures and company standards.
- Implemented office processes and assisted with organizational tasks to streamline operations and improve efficiency.
Cafe Team Leader
Jurien Bay Beach Cafe
09.2022 - 02.2024
- Oversaw daily café operations, ensuring smooth workflow in both front-of-house and back-of-house areas.
- Delivered excellent customer service by addressing concerns promptly and professionally.
- Trained staff to consistently exceed customer expectations and provide high-quality service.
- Opened and closed the café, ensuring all procedures were followed for a smooth start and end to each day.
- Unpacked deliveries, organized stock, and maintained storage areas to ensure easy access and efficient use of space.
- Created a welcoming atmosphere and maintained high standards of cleanliness and presentation throughout the café.
- Responded to customer inquiries and resolved complaints, building trust and increasing satisfaction.
- Worked behind the bar, expertly preparing cocktails and other beverages, ensuring consistency and quality.
- Cooked breakfast, lunch, and dinner items, ensuring quality and timely preparation across all meal services.
- Collaborated with kitchen staff to ensure menu items were prepared efficiently without compromising quality.
- Expanded menu offerings to cater to diverse dietary preferences, improving overall customer satisfaction.
- Fostered a positive work environment through open communication and collaborative problem-solving.
- Developed and executed strategies to promote café products and increase sales.
- Ensured accurate daily cash handling by verifying totals and completing nightly deposits.
Cafe Supervisor
Bay Bakery Cafe
07.2019 - 01.2024
- Addressed and resolved customer complaints about service and food quality, ensuring satisfaction and minimizing business impact.
- Remained calm and efficient during high-pressure, busy periods to maintain smooth operations.
- Monitored stock levels and coordinated timely reordering to prevent shortages.
- Trained new staff on café procedures and customer service standards, ensuring consistency across the team.
- Ensured all staff complied with company policies and Occupational Health and Safety (OHS) requirements, maintaining a safe and compliant work environment.
- Prepared high-quality food and beverages, consistently meeting company standards for presentation and taste.
- Expertly operated espresso machines and other equipment to deliver consistently great beverages.
- Maintained a clean and safe workspace by adhering to health regulations and conducting routine checks.
- Boosted team productivity through effective scheduling, task delegation, and performance monitoring.
- Fostered a positive team environment by quickly resolving conflicts, promoting open communication, and recognizing strong performance.
- Ensured compliance with food safety, sanitation, and quality standards at all times.
Front of House Manager
The Oneh
04.2022 - 09.2022
- Effectively managed high-pressure situations while maintaining excellent customer service during peak hours.
- Built strong relationships with regular customers, fostering a welcoming and friendly atmosphere.
- Established the initial POS system, loading all items, setting up pricing, and aligning system functions for seamless ordering.
- Managed bar stock and handled all administrative duties, including system layout design, integrated product updates, and compliance with license requirements.
- Led the design and ordering of signage and managed all tasks related to business logos, ensuring consistent branding.
- Oversaw account establishment for delivery services and managed document creation, menu design, and social media.
- Liaised with suppliers, handling communications through emails and phone calls to ensure smooth operations.
- Handled the POS system for placing orders, managing bills, and processing complimentary items efficiently.
- Bussed and reset tables, keeping the dining area clean and organized.
- Served food and beverages promptly, paying close attention to customer needs and preferences.
- Ensured compliance with alcohol policies and local laws, maintaining a safe and responsible service environment.
- Expertly prepared cocktails, using detailed knowledge of recipes and techniques to deliver consistently high-quality drinks.
Customer Service Office
Dancoor Community Finances
04.2017 - 04.2022
- Managed customer sales by handling retail transactions, cross-selling additional products, facilitating insurance sales, and providing referrals for various products and services.
- Oversaw account administration, including processing debtors, ensuring regulatory compliance, managing account profiles, and handling both account openings and closures.
- Administered office operations by managing the branch debt portfolio, handling email and phone correspondence, ensuring security compliance, and maintaining both in-branch and online filing systems. Oversaw secure archiving, resource management, and internal mailing systems.
- Conducted finance management tasks, such as forecasting branch cash limits and requirements, processing cash transactions through Prosegur, and managing high-value cash and electronic funds transactions. Administered consumer lending for personal loans and credit cards.
- Processed and evaluated loan applications, including assessing financial information, conducting credit evaluations, and ensuring compliance with lending policies and procedures.
- Conducted thorough transaction verifications and reconciliations to ensure accuracy and prevent discrepancies.
- Provided exceptional customer service by addressing inquiries, resolving issues, and offering financial advice tailored to individual needs.
- Assisted with fraud detection and prevention measures, including monitoring accounts for suspicious activities and reporting any discrepancies.
- Managed community grants paperwork and submissions, ensuring timely and accurate processing of grant applications.
- Coordinated community events and liaised with community groups to enhance local engagement and support.
- Oversaw functions and activities related to community involvement, including organizing events and managing partnerships with local organizations.
- Worked closely with the board of directors, providing updates, gathering feedback, and supporting strategic decision-making processes.
- Performed administrative duties related to customer account maintenance, such as updating personal information, managing service and asset transfers, and ensuring compliance with data protection regulations.
- Handled document management by organizing, processing, and maintaining confidentiality in document handling, and managing state internal asset transfers.
- Engaged in sales and promotional activities to attract new customers and retain existing ones, including informing clients about new products and services.
Office Administrator
Pest Management
10.2015 - 03.2016
- Customer Administration - service bookings, meet industry regulated deadlines, processing debtors
- Office Administration - organisation, systematic filing monthly, cold calling previous clients, incoming calls, mail & email correspondence, letter drafting, bookkeeping, co-ordinating with staff, updating calendar.
Storage Consultant
Storage King
02.2014 - 03.2015
Sales Consultant
Telstra Licensed Store
12.2012 - 08.2012
Education
Sports Trainer Level 1 -
Sports Medicine Australia
High School Diploma -
Central Midlands Senior High School
Moora WA10.2008
Skills
- Written & Verbal Communication
- Confidentiality, Risk & Compliance
- Attention to Detail & Time Management
- Customer Service & Conflict Management
- Manual & Digital Document Creation
- Computer & System Management
- Critical/Analytical Thinking
- Finance Processing & Management
- Team Management & Coordination
Otherindustryexperience
- 07/2019, 01/2024, Cafe Supervisor, Bay Bakery Cafe, Jurien Bay, WA
- 10/2023, 01/2024, Bar Tender, The Club Cervantes, Cervantes, WA
Employeereferences
- Michaela Curran | Membership & Engagement Supervisor | Swan Active, Midland | 08 9207 8888, michaela.curran@swan.wa.gov.au
- Leah Stupar | Venue Manager | The Club Cervantes, Cervantes | 0417 186 396 | admin@theclubcervantes.com
- Tram Nguyen | Manager | Bay Bakery Cafe, Jurien Bay | 0413 838 754 | baybakery1@gmail.com
- Kaihla Bretton | Sales & Activation Manager | Bendigo Bank, Perth | 0422 102 102 | Kaihla.Bretton@bendigoadelaide.com.au
References
- Natasha Birch | Teaching Assistant | Cervantes | 0499 428 640
- Denaye Kerr | Executive Officer | Bindoon | 0427 538 314
Timeline
Customer Engagement Officer
City of Swan
04.2024 - Current
Cafe Team Leader
Jurien Bay Beach Cafe
09.2022 - 02.2024
Front of House Manager
The Oneh
04.2022 - 09.2022
Cafe Supervisor
Bay Bakery Cafe
07.2019 - 01.2024
Customer Service Office
Dancoor Community Finances
04.2017 - 04.2022
Office Administrator
Pest Management
10.2015 - 03.2016
Storage Consultant
Storage King
02.2014 - 03.2015
Sales Consultant
Telstra Licensed Store
12.2012 - 08.2012
Sports Trainer Level 1 -
Sports Medicine Australia
High School Diploma -
Central Midlands Senior High School
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