Rebecca Garland
Molendinar,QLD
Summary
Accomplished customer service professional with 20+ years of experience in responding to client inquiries and maintaining client loyalty. Expertise in product knowledge and building rapport with diverse individuals and cultures. Proven track record in implementing systems to achieve KPIs, boost staff productivity, and increase company profits. A detail-oriented professional proficient at building and maintaining professional relationships with internal and external stakeholders.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Appointment Setter
ENIGMA HOME GROUP
05.2021 - 06.2024
- Contact warm lead enquiries via phone, text and email generated daily
- Keep a detailed log of all communication in the CRM
- Field basic questions and concerns about the product and services
- Schedule consultations and update senior consultant's calendars
- Excellent verbal, written and interpersonal skills
- Outstanding listening skills and attention to detail
- Excellent phone etiquette
- Results orientated.
Business Owner
2 CHICKS CUT GRASS
02.2023 - 02.2024
- All aspects of gardening-acreage and domestic
- Lawnmowing-hand mower and zero turn, hedging, line trimming, chain sawing, weeding-spray weeder and by hand
- Invoicing clients-private, NDIS, Aged Care
- Reconciling accounts
- BAS reconciliation.
Appointment Setter
CORE STRATEGIES
09.2020 - 05.2021
- Demonstrated exceptional sales ability and strong interpersonal skills with a persuasive, positive, and confident approach
- Educated potential customers about investment property information through product knowledge
- Exceeded sales quota for the month and was compensated with commission
- Responsible for the qualifying and confirming of all leads, as well as making sure that all leads fit certain criteria as warranted by company policy
- Scheduled and confirmed appointments for consultants to meet with prospective clients
- Fast paced work environment with an average of 80-120 calls per telemarketer a day
- Following up on new warm leads and self-sourced opportunities (Cold Calling from Database)
- Establishing potential client relationships.
Reservation Agent
PARADISE RESORT SURFERS PARADISE
05.2019 - 09.2020
- Customer service with a high volume of inbound and outbound calls and email correspondence
- Collecting, processing and posting payments and end of day reconciliation
- Promoting resorts facilities, website and Siteminder updating of availability
- Manual inputting of all reservations, room assignments
- Upselling, cross-selling and ad-on selling to increase KPI's with the team
- Attention to detail and accuracy with a high level of data entry.
Guest services, reservations and marina manager
COURAN COVE ISLAND RESORT
02.2016 - 02.2019
- Achieved KPI's by restructuring and retraining to improve efficiency, increase department profit and decrease labor costs
- Manage day to day operations and general running of a team including rostering, and adhering to budgets
- Review, authorize and submitting timesheets
- Streamlining ordering and inventory to minimize wastage
- Scheduling and following up of maintenance requests
- Recruiting, training, support, and mentoring of employees
- Fielding communication from clients via phone, email and face to face
- Check in/out and settling of accounts
- Reservation bookings and room assignments
- Directing, berthing and securing boats
- High level of data entry
- Daily, weekly and monthly reporting
- End of day reconciliation
- Communicate with internal and external stakeholders.
New and Used Detailing Delivery Co-Ordinator
AUDI CENTRE GOLD COAST
10.2011 - 02.2016
- Co-ordinating deliveries with sales team
- Client liaison
- Arrangement of stock vehicles including presentation of the yard and showroom
- Detailing and preparing vehicles
- Organising contractors
- Event set-ups/pack downs
- Training new employees.
Hospitality Manager
01.2000 - 01.2011
- Opening and closing of premises
- End of day banking reconciliation
- Cash, credit card and EFTPOS handling
- Reservations, seating plans, function and event catering
- Ordering and maintaining stock levels
- Barista and waitress duties including preparing food and beverages.
Skills
- Exceptional time management
- Proficient Task Coordination
- Detail-Oriented Approach
- Precise Data Entry
- Clear Communication Skills
- Effective Conflict Management
- Problem-Solving Skills
- Fostering Customer Loyalty
- Initiative-Driven Approach
- Effective Team Collaborator
- Autonomous Task Management
- MS Outlook, Gmail, Word, Excel
- General office and reception skills
- Experience working within a Strata Title property
- RMS9, CMS, Bluecloud
- Professional Mentoring
Certification
- Current open car license
- RG146 Generic Knowledge-Financial Education
- Cert III in Health Services Assistance
- RSA and RSG Certificate
References
- Amit Kumar, 0459 327 064
- Matt Parsons, 0407 509 809
Accomplishments
- Supervised team of 12 staff members.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Updated and maintained company database to reflect current and accurate client records for more than 10000 accounts.
- Assisted management with the training of new staff members.
- Recognized by customers and management for expedient and effective service.
- Achieved sales by completing qualifying criteria with accuracy and efficiency.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Business Owner
2 CHICKS CUT GRASS
02.2023 - 02.2024
Appointment Setter
ENIGMA HOME GROUP
05.2021 - 06.2024
Appointment Setter
CORE STRATEGIES
09.2020 - 05.2021
Reservation Agent
PARADISE RESORT SURFERS PARADISE
05.2019 - 09.2020
Guest services, reservations and marina manager
COURAN COVE ISLAND RESORT
02.2016 - 02.2019
New and Used Detailing Delivery Co-Ordinator
AUDI CENTRE GOLD COAST
10.2011 - 02.2016
Hospitality Manager
01.2000 - 01.2011
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