Rea Canlas
Coburg,VIC
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
3
3
years of professional experience
Work History
Front Office Manager
Quest Burwood East
01.2024 - Current
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Coached employees through day-to-day work and complex problems.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Defined clear targets and objectives and communicated to other team members.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Managed approximately 50 incoming calls, emails and remittance per day from customers.
Front Office Receptionist
Quest Burwood East
04.2023 - 01.2024
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
- Maintained clean reception area to promote positive, professional environment for clients.
- Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
- Provided friendly and knowledgeable assistance while professionally greeting incoming visitors and customers.
- Collaborated with team members for smooth workflow, supporting colleagues during peak hours or absences.
- Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
- Contributed to the company''s positive image by consistently delivering exceptional service to clients and visitors.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Answered multi-line phone system and enthusiastically greeted callers.
- Identified visitors' needs to offer solutions and information.
- Assisted management with administrative tasks such as data entry, filing, and report generation as required.
- Managed approximately 50 incoming calls, emails and faxes per day from customers
Customer Service Consultant
Acquire BPO Australia/BUPA Health Insurance
07.2022 - 03.2023
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Increased client retention through exceptional service and timely solutions to issues.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Provided feedback on potential areas for improvement within the department based on personal experiences and observations.
- Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
- Conducted thorough research on complex issues when required, ensuring accurate information was provided to customers at all times.
- Managed difficult situations with tact, diffusing tensions and achieving positive outcomes for all parties involved.
- Managed an average of 50-80 phone calls daily, providing assistance and resolving customer inquiries efficiently.
Front End Assistant
Costco Wholesale Australia
09.2021 - 06.2022
- Built rapport with clientele by engaging in friendly conversation while processing transactions.
- Assisted customers with finding products, providing them with a positive shopping experience.
- Ensured accurate financial records by carefully counting cash drawer at the beginning and end of each shift.
- Promoted a safe shopping experience for all patrons by adhering to company safety protocols and reporting potential hazards promptly.
- Resolved customer complaints professionally, ensuring their continued patronage and overall satisfaction.
- Maintained a well-stocked and organized cashier area for optimal productivity.
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Handled high-pressure situations with ease, effectively managing long lines during peak hours.
- Upheld a professional appearance at all times in accordance with company dress code policies.
- Collaborated with team members to keep store clean, stocked, and visually appealing for customers.
- Contributed to team success by willingly covering shifts for colleagues when needed or requested.
- Reduced wait times by quickly scanning items and applying appropriate discounts or promotions.
- Consistently ranked as the top performer in membership renewals, achieving a record renewal rate of 100% (approximately 22 out of 22 memberships). Maintained a renewal rate consistently above 90%.
Education
Certificate III - Sterillisation
Chisholm Institute
Frankston, VIC12.2018
Skills
- Effective Multitasking
- Workflow Optimization
- Customer Service
- Customer Relations
- Scheduling and calendar management
- Microsoft Office Suite
- Operations Management
- Team Management
- Administrative Skills
- Issue handling
- Oral and writing communication
- Data Entry
- Hospitality services
Languages
English
Native or Bilingual
Timeline
Front Office Manager
Quest Burwood East
01.2024 - Current
Front Office Receptionist
Quest Burwood East
04.2023 - 01.2024
Customer Service Consultant
Acquire BPO Australia/BUPA Health Insurance
07.2022 - 03.2023
Front End Assistant
Costco Wholesale Australia
09.2021 - 06.2022
Certificate III - Sterillisation
Chisholm Institute
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