Overview
Work History
Skills
Personal Information
References
Timeline
Generic
Paula Young

Paula Young

Laverton,VIC

Overview

10
10
years of professional experience

Work History

Customer Service Specialist

Melbourne Batteries and Roadside Assist
05.2024 - Current
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Collaborated with team members to create effective strategies for improving overall customer experience.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Managed approximately 30 incoming calls, emails and faxes per day from customers.

Forklift Driver

Wettenhalls
04.2024 - 05.2024
  • Loaded and unloaded trucks with precision, minimizing damage to products during transport.
  • Operated equipment safely and efficiently to prevent damage to items and avoid injuries.
  • Safely transported valuable goods while adhering to safety protocols and procedures.
  • Examined shipments for quality and accuracy.

Forklift Driver / Storeman

The Happy Apple Grocer
03.2022 - 07.2023
  • Loaded and unloaded trucks with precision, minimizing damage to products during transport.
  • Operated equipment safely and efficiently to prevent damage to items and avoid injuries.
  • Improved warehouse efficiency by expertly operating forklifts to move, stack, and organize materials.
  • Handled multiple tasks simultaneously to maximize work efficiency.
  • Examined shipments for quality and accuracy.
  • Unloaded materials and goods at designated locations for best project availability.

Bartender

Bar Joliet
03.2021 - 12.2021
  • Served high customer volumes during special events, nights, and weekends.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
  • Kept bar presentable and well-stocked to meet customer needs.

Bartender/Waitress

Zymurgy west
10.2020 - 12.2021
  • Served high customer volumes during special events, nights, and weekends.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
  • Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.
  • Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
  • Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.

Supervisor

Dog Diversity Dog Grooming School
07.2017 - 03.2020
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.

Supervisor

Doggy Dooz Dog Grooming
07.2017 - 03.2020
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Achieved results by working with staff to meet established targets.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Developed and implemented customer service policies to enhance satisfaction.
  • Collected, arranged, and input information into database system.

Gaming Attendant

Altona RSL
02.2017 - 07.2017
  • Performed cash handling duties, provided change and balanced money at end of shift.
  • Reported concerns, broken machines, and out-of-order games to supervisor.
  • Maintained accurate records of cash transactions, supporting smooth financial operations within the gaming facility.
  • Enhanced customer satisfaction by providing exceptional service and maintaining a clean gaming area.
  • Welcomed and greeted customers, answered questions, and provided excellent customer service to contribute to memory-making experience.
  • Upheld strict compliance with all gaming laws, regulations, and company policies to maintain a professional and ethical gaming environment.

Full Time, Bartender

Back Alley Sally's, Footscray
02.2016 - 11.2016
  • Served high customer volumes during special events, nights, and weekends.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Obtained cash bank and stocked service bar to prepare for operation.
  • Followed strict recipes and drink measurements to minimize product used.
  • Crafted special drink and cocktail menu items for seasonal offerings.

Manager

Waffee - (Waffles & Coee) Altona
01.2014 - 01.2016
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.

Skills

  • Customer Service
  • Good communication skills
  • Customer Relations
  • Call center experience
  • Excellent written and oral communication
  • Customer Relationship Management (CRM)
  • Telephone Etiquette
  • Complaint Handling
  • Problem Resolution
  • Customer Relationship Management
  • Complaint resolution
  • Price quotes
  • Customer Retention
  • De-Escalation Techniques
  • Conflict Mediation
  • Data Entry
  • Computer Proficiency
  • Problem-solving abilities
  • Active Listening
  • Professional telephone demeanor
  • Follow-up skills
  • Building rapport
  • Administrative Support
  • Critical Thinking
  • Call Center Operations
  • Money handling abilities
  • Staff Training
  • Multi-line phone talent
  • Delivery Scheduling
  • Payment Processing
  • Reading Comprehension
  • Order Processing
  • Staff education and training
  • Spreadsheets
  • Warranty Service
  • Warehousing functions
  • Sales expertise
  • Proofreading
  • Scheduling
  • Recordkeeping strengths
  • Store maintenance
  • Order Fulfillment
  • Quality Control
  • Shipping procedures understanding
  • Research
  • Team Development
  • Appointment Scheduling
  • Sales closing
  • Project Management
  • Customer Order Management

Personal Information

Date of Birth: 02/12/1991

References

Professional and personal references available upon request.

Timeline

Customer Service Specialist

Melbourne Batteries and Roadside Assist
05.2024 - Current

Forklift Driver

Wettenhalls
04.2024 - 05.2024

Forklift Driver / Storeman

The Happy Apple Grocer
03.2022 - 07.2023

Bartender

Bar Joliet
03.2021 - 12.2021

Bartender/Waitress

Zymurgy west
10.2020 - 12.2021

Supervisor

Dog Diversity Dog Grooming School
07.2017 - 03.2020

Supervisor

Doggy Dooz Dog Grooming
07.2017 - 03.2020

Gaming Attendant

Altona RSL
02.2017 - 07.2017

Full Time, Bartender

Back Alley Sally's, Footscray
02.2016 - 11.2016

Manager

Waffee - (Waffles & Coee) Altona
01.2014 - 01.2016

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Paula Young