Roy Gomez
North Melbourne,VIC
Summary
Organized and dedicated Administrative Assistant with experience in customer service within a large sports and recreational facility. Proven track record of delivering exceptional service to diverse clientele, managing complex scheduling and administrative tasks, and contributing to the seamless operation of high-traffic environments. Adept at utilizing strong communication skills and problem-solving abilities to enhance customer satisfaction and support facility management. Skilled in handling inquiries, resolving conflicts, and maintaining accurate records, with a strong focus on teamwork and efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Administration Assistant
State Sport Centres
07.2024 - Current
- Oversee performance, development of the customer experience team, providing guidance and support to over 35 team members
- Monitor and achieve budget, in particular approval of timesheets in line with budgeted roster model
- Updating spreadsheets and to track, analyze, and report on performance reviews and Dayforce reports.
- Working collaboratively with SSCT teams including Events & Bookings, Finance, Marketing & HR
- Restocked retail supplies and placed purchase orders to maintain adequate stock levels.
- Assisting Customer Experience Manager with administration duties, ad hoc tasks, and performance reviews
Customer Experience Supervisor
State Sport Centres
09.2023 - 06.2024
- Ensuring Customer Experience Team is briefed on policy changes, reviewing customer relations procedures, and writing reports on daily observations
- Rostering a team of up to 35 team members via Dayforce for a rotating roster on a fortnightly basis
- Providing necessary feedback to team members and assisting with recruitment to ensure staffing numbers are adequate
- Liaising with other departments of the organization, by assigning customer feedback or areas of concern to identify and respond to customer queries and satisfy expectations
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Customer Experience Officer
State Sport Centres
07.2022 - 08.2023
- Helped customers navigate choices between services with support for questions such as terms, pricing, and availability
- Ensuring efficient online membership communication to over 270 members regarding cancellations, suspensions, and insurance claims of their membership
- Using gym management software Perfect Gym to navigate through customer profiles to facilitate smooth coordination of multiple facility services
- Coordinating with event booking and venue operations teams to provide a safe pathway for participants and spectators during events
- Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities
Customer Experience Ambassador
Tennis Australia
01.2022 - 02.2022
- Proactively engaging with over 300 patrons a day in a friendly and welcoming manner
- Daily zone briefing about the tasks of the day to agency and non-TA personnel and contracted personnel
- Communicating any issues that may arise clearly with supervisors and coordinators and ensuring a resolution
- Ensuring any additional necessary information that is passed on from Tennis HQ is delivered to patrons of the Australian Open.
Sports Assistant
St. Antony’s Higher Secondary School
01.2019 - 02.2020
- Organizing and scheduling try outs for 500 students across the school
- Explaining rules and regulations of various sport and ensuring that the students understand them thoroughly
- Booking travel and accommodation for travelling teams for inter state tournaments
- Sorting budgets in relation to available finance for essential sport equipment for the school
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
Customer Solutions Specialist
PayPal
07.2018 - 03.2019
- Helped in building trust and driving the customer experience
- Using the latest technological tools such as social media and chats, helping customers with over 75 queries a day and ensured quick and efficient responses
- Conducting detailed consumer study to analyze the latest customer wants and tracking competitor’s activities
- Handling requirements and queries and coordination with the support team for its resolution
- Responsible for customer relationship building and expansion.
Education
Master of Business (Sport Management) -
Deakin University
Burwood, VIC01.2022
Sport Theory, Ethics and Philosophy Symposium -
Deakin University
Burwood, VIC01.2022
Bachelor of Business Administration (Marketing) -
Christ University
01.2018
Skills
- Staffing coordination
- CRM Software
- Schedule Management
- Service Delivery Optimization
- Team Development
- Critical Thinking
Volunteer Experience
- ICC Men’s T20 World Cup, 11/2022
- Formula 1 Rolex Australian Grand Prix, 03/2023
- FIFA Women’s World Cup, Melbourne, 07/2023
- Formula 1 Rolex Australian Grand Prix, 03/2024
References
Available upon request
Hobbies and Interests
- Sport – Fan of Manchester City FC, McLaren Racing
- Love to read and understand about events that changed the course of history
- In my spare time I enjoy trekking and exploring the great outdoors
Certification
- CPR/AED/First Aid
- Working with Children Check
- General Official
Timeline
Administration Assistant
State Sport Centres
07.2024 - Current
Customer Experience Supervisor
State Sport Centres
09.2023 - 06.2024
Customer Experience Officer
State Sport Centres
07.2022 - 08.2023
Customer Experience Ambassador
Tennis Australia
01.2022 - 02.2022
Sports Assistant
St. Antony’s Higher Secondary School
01.2019 - 02.2020
Customer Solutions Specialist
PayPal
07.2018 - 03.2019
Master of Business (Sport Management) -
Deakin University
Sport Theory, Ethics and Philosophy Symposium -
Deakin University
Bachelor of Business Administration (Marketing) -
Christ University
- CPR/AED/First Aid
- Working with Children Check
- General Official
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