Olivia Frye
Gold Coast,Australia
Summary
Service-oriented professional with expertise in fast-paced environments requiring effective communication and quality service. Demonstrates composure and empathy under pressure while supporting customers in real time. Quickly adapts to new challenges, efficiently manages competing priorities, and consistently upholds high service standards.
Overview
5
5
years of professional experience
Work History
Customer Service Team Specialist
Dan Murphy’s
11.2025 - Current
- Provided high-quality customer service by assisting with product enquiries and guiding customers to store locations, enhancing overall shopping experience.
- Coordinated with team members to efficiently fulfill online orders for in-store collection, direct-to-boot pick-up, and third-party delivery, ensuring customer satisfaction.
- Assisted in store operations by receiving stock loads, preparing trolleys, and replenishing shelves, while maintaining presentation standards for floor, fridge, and cool room.
Recruitment Partner & Mentor
BUSY Ability
09.2024 - 10.2025
- Delivered case management for clients with disability, addressing barriers of mental health, domestic violence, and housing instability to improve client outcomes.
- Introduced “see-the-employer” model to enhance client confidence and increase successful placement outcomes.
- Monitored and analyzed KPIs monthly to evaluate placement performance.
Employment Advisor
EPIC Assist
06.2023 - 08.2024
- Developed tailored employment plans, provided interview coaching, and facilitated workplace integration.
- Maintained compliance using both Job Ready Live and Employment Support Service systems.
- Pursued training opportunities in Employment Consultant role and managed Tweed office operations for 6 months during staff shortages.
Customer Service Officer
TAFE QLD
11.2021 - 06.2023
- Guided 200+ students through enrolments, generating $340K in revenue.
- Coordinated enquiries and enrolments across call centre and face-to-face channels, enhancing student access to services.
- Assisted diverse students with language barriers by implementing interpreter apps and communication tools, facilitating effective interactions.
Travel Expert
Wyndham Destinations
11.2021 - 11.2022
- Delivered end-to-end travel planning for Wyndham owners, including flights, car hire, cruises, tours, insurance, and visas.
- Managed enquiries, itinerary changes, disruptions, and special requests to ensure client satisfaction and seamless travel experiences.
- Developed loyal repeat customer base through personalised service and trusted travel expertise, enhancing client retention.
Quality Assurance Analyst
Concentrix
08.2020 - 11.2021
- Identified process improvements that led to recognition as QA Officer of the Month.
- Provided coaching and remediation to improve agent performance and adherence to standards.
- Audited customer interactions to enhance quality and ensure compliance with KPIs.
Education
Certificate IV Travel & Tourism -
Franklyn Scholar (Australia) Pty Ltd
Brisbane, QLD12-2015
Skills
- Customer and Client Experience Delivery
- Conflict Resolution
- High-Pressure Decision Making
- Situational Awareness
- Multitasking & Prioritisation
- Following Procedures & Protocols
- Team Collaboration
- Verbal Communication
- Call Handling & Customer Support
- Incident Logging & Reporting
- POS & Register Operations
- Booking / Scheduling Systems
- Online Order & Service Fulfillment Systems
- Interpreter Apps & Communication Tools
References
Available on request
Timeline
Customer Service Team Specialist
Dan Murphy’s
11.2025 - Current
Recruitment Partner & Mentor
BUSY Ability
09.2024 - 10.2025
Employment Advisor
EPIC Assist
06.2023 - 08.2024
Customer Service Officer
TAFE QLD
11.2021 - 06.2023
Travel Expert
Wyndham Destinations
11.2021 - 11.2022
Quality Assurance Analyst
Concentrix
08.2020 - 11.2021
Certificate IV Travel & Tourism -
Franklyn Scholar (Australia) Pty Ltd