Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

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, VIC
12.2018

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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Rea Canlas