Paula Cochrane
Arana Hills
Summary
Outgoing and friendly individual with strong communication and interpersonal skills. Diverse background in hospitality, administration, and the aviation industry, enabling quick adaptation to new environments. Approach work with flexibility and value myself as a valuable asset.
With 25 years + of Customer service experience
Overview
23
23
years of professional experience
1
1
Certification
Work History
A04 Grants Processing Officer - QA Team
Department of Local Government, Water and Volunteers
03.2025 - Current
- Prioritized and organized workload based on risk and severity to meet deadlines.
- Supported fellow Processing Officers during periods of high workload or absences by stepping in to assist with their responsibilities.
- Maintained strict confidentiality regarding applicant information in accordance with company policies and legal requirements.
Marketing Manager
Gaythorne RSL
09.2022 - 03.2025
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Managed social media accounts for optimal audience engagement and increased online presence.
Home Loan Sales Specialist
Suncorp
09.2021 - 09.2022
- Loan Maintenance, Sales, Applications, Retention- outbound and inbound Call Centre work from home role
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Built strong client relationships through consistent communication and effective problem-solving.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
Duty Manager
Gaythorne RSL Returned services club
11.2020 - 09.2021
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
VIP Club Brand Ambassador
Virgin Australia
08.2012 - 07.2020
- Broad range of duties including, Administration, stock take, data entry, Silver service, food and beverage Ala a carte, barista, concierge services, boardroom meetings and functions
- Highly confidential duties as the nature of the clients, members we had in our club
- Increased positive word-of-mouth referrals through genuine, personalized customer interactions and excellent product knowledge.
- Ensured accurate representation of the brand by maintaining consistent messaging and visuals across all promotional materials and presentations.
Venue Manager
Australian Leisure Hotel group (ALH Group)
02.2008 - 07.2012
- Hotel Venue Manager
- This position is responsible for the day-to-day operation of the hotel
- Rosters, managing staff from all departments, payroll, stock take and client liaison, budget analysis
- Enhanced customer satisfaction with excellent communication, problem-solving skills, and timely resolution of issues.
- Managed staff scheduling, hiring, and training to ensure a high level of service quality at all times.
- Implemented and enforced safety policies and procedures to manage risks and prevent accidents and mishaps.
- Evaluated customer feedback on a regular basis to identify areas for improvement within venue operations and implemented necessary changes accordingly.
Cabin Crew
Etihad Airways
02.2007 - 02.2008
- Cabin crew trained and worked international as crew based in Abu Dhabi
- Working in all First, Business and economy class services while demonstrating a professional appearance and demeanor
- Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
Junior Administration Role
Crime and Misconduct Commission
01.2003 - 02.2004
- Data Entry, switch board reception, office procedures working in a highly confidential environment
- Entrusted to deliver documents and CMC police cars for services and to other branches
F&B Plus Gaming
Broncos leagues Club
01.2002 - 10.2007
- Gaming attendant 280 machines Reception Restaurant Bar attendant TAB, barista, Promotions Cash clearance - banking 280 gaming machines Functions and marketing
Education
Diploma of Hospitality Management - Hospitality Management
Hospitality Training Association
Brisbane, QLD12.2007
Completed High School (Year 12) -
Mt St Michael's College
Ashgrove, QLD12.2002
Skills
- Customer Assistance
- Xero Software Management
- Team Player
- Flexible
- Regulatory compliance
- Adaptable
- Quality assurance
- Driven
- Inventory management
- Training Responsibilities
- Team leadership
- Application processing
- Document verification
- Data analysis
Certification
- CPR First Aid Certificate, Current
- First Aid Certificate, Current
- Qld Drivers Licence, QLD Government, 10/29/25
- Approved Manager Liquor Licence, OLGR, 06/01/21, 06/01/26
- Qld Responsible Conduct of Gambling Licence, Current
- Qld Responsible Service of Alcohol Certificate, Current
- RMLV Certificate, Clubs Queensland, 05/01/24
- TAB Basics Trained, Current
Timeline
A04 Grants Processing Officer - QA Team
Department of Local Government, Water and Volunteers
03.2025 - Current
Marketing Manager
Gaythorne RSL
09.2022 - 03.2025
Home Loan Sales Specialist
Suncorp
09.2021 - 09.2022
Duty Manager
Gaythorne RSL Returned services club
11.2020 - 09.2021
VIP Club Brand Ambassador
Virgin Australia
08.2012 - 07.2020
Venue Manager
Australian Leisure Hotel group (ALH Group)
02.2008 - 07.2012
Cabin Crew
Etihad Airways
02.2007 - 02.2008
Junior Administration Role
Crime and Misconduct Commission
01.2003 - 02.2004
F&B Plus Gaming
Broncos leagues Club
01.2002 - 10.2007
Diploma of Hospitality Management - Hospitality Management
Hospitality Training Association
Completed High School (Year 12) -
Mt St Michael's College
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