Summary
Overview
Work History
Education
Skills
Websites
Certification
References
Timeline
BusinessAnalyst

Sarah Ann Cocking

Sydney,NSW

Summary

Detail-oriented, friendly and hardworking. Adaptable and versatile with willingness to learn new techniques and processes. Looking to bring further success as an energetic, friendly member of your team. I am a well travelled, ex- solo Flight Attendant who has worked for two well established regional and Australian Airlines, I also have gained solid experience as a Call Centre Officer and a Pilates Teacher & Studio Manager. Personable and professional under high pressure. Customer service professional seeking a challenging and hard working role. Skilled in training staff and establishing rapport with clients.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Pilates Studio Manager / Pilates Instructor

STRONG Pilates
02.2023 - Current
  • Coordinated daily studio operations, including scheduling, staff management and customer service.
  • Organized and maintained client databases for accurate communication information.
  • Implemented marketing strategies to promote studio to potential clients.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Encouraged participants to stay motivated and reach fitness goals.
  • Delivered fun and motivating group fitness classes designed to improve overall health and fitness levels.
  • Promoted fitness classes to boost gym attendance.
  • Attended continuing education classes to maintain current knowledge.
  • Adapted classes to meet needs of participants with varying fitness levels.

Bar Gaming Attendant

Redcapes PTY LTD
01.2020 - 08.2022
  • Welcomed and greeted customers, answered questions and provided excellent customer service to contribute to memory-making experience.
  • Monitored gaming activities in assigned area for gaming illegal actions or suspicious activities.
  • Understood and demonstrated proper play of games to promote safety practices while opening, operating and closing venue.
  • Filled, maintained and rotated products and displays to create attractive arrangements, promote customer interest and drive sustained sales.
  • Responded to inquiries by addressing player questions about game operations, machine functions and payouts.
  • Patrolled assigned areas to verify players adherence to regulations and proper machine function.
  • Preserved safe and clean gaming floor to protect customers and business interests.
  • Food & Beverage Services

Club Attendant - Bar / Gaming / Front of House

Easts Group - Sydney Roosters - Kingswood Sports Club
02.2018 - 01.2020
  • Provided attentive, friendly and prompt Bar and Gaming services and proactively assessed guest needs whilst maintaining a professional and Covid friendly environment for all patrons and fellow employees
  • Operated and closed down all bar and gaming stations according to sanitation regulations and safety standards including all open and close procedures and cash handling of all bars and gaming areas including payouts. Poker machines clearance and club banking.
  • Maintained knowledge of menu items, liquor brands, beers and non-alcoholic selections to enhance customer experience and expedite service.
  • Cleaned and stocked bar and bar inventory and placed orders for additional products and supplies and dealt with alcohol deliveries and all cool room inventory and restocking procedures.
  • Efficiently managed accurate poker machine payouts, all Keno and TAB procedures and protected transactions with standardized procedures.
  • Enhanced control systems and monitoring procedures to maintain bar and gaming compliance with NSW RSG and RSA standards.
  • Assigned work tasks and coordinated activities of club rooms personnel to provide prompt and effective service to patrons.
  • Greeted daily visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • As Front House- Answered multi-line phone system to respond to inquiries and transfer calls to correct Club departments and personnel.
  • Entered customer data using Easts Group software and updated information whenever patrons changed details or club incidents Such as self exclusions occurred.
  • Greeted and welcomed new members, establishing and updating memberships to Easts Group programs.
  • Provided guests with above-and-beyond service upon club entry, checking identification, signing in and signing up new patrons, dealing with all membership enquires and patron complaints.

Night Reception Manager

Michelle's Massage
12.2017 - 02.2018
  • Answered telephone inquiries from clients, girls and the public.
  • Monitored premises security including screening clients for outcalls/hotel bookings.
  • Greeted incoming clients in a professional manner and provided friendly, knowledgeable assistance.
  • Organized and scheduled bookings for all clients.
  • Interviewed, hired and oversaw training of all new girls to establishment
  • Coordinated office inventory by restocking supplies and placing purchase orders.
  • Answered inquiries and addressed, resolved or escalated issues to management personnel to ensure client satisfaction.
  • Insured safety of all working girls on premises at all times.
  • End of Day and all Cash handling procedures.
  • Promotion of girls and business via social media, internet and personal classifieds.

Head Hostess/Bartender/Cashier/Front Of House

The Windmill
01.2013 - 05.2016
  • Demonstrated genuine hospitality while greeting and establishing rapport with guests.
  • Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients.
  • Proactively prepared for large parties and reservations, anticipating planning and staffing needs.
  • Prepared hot and cold beverages to the highest standard while providing guests with legendary customer service.
  • Provided friendly and attentive service and exceptional hospitality.
  • Resolved guest complaints quickly and efficiently.
  • Followed all safety requirements for alcohol service and kept a list of available ride services for inebriated customers.

Solo Flight Attendant

Skytrans Airlines
04.2011 - 06.2012
  • Announced and demonstrated safety and emergency procedures.
  • Briefed passengers according to company and FAA requirements.
  • Administered first aid to passengers in distress.
  • Checked to ensure that food, beverages, blankets, reading material, emergency equipment and other supplies were aboard.
  • Ensured the passengers needs and expectations were met throughout the flight.
  • Managed all systems and situations affecting the flight while preserving passenger comfort, safety and well being.
  • Supervised unaccompanied minors during flights.
  • Addressed passengers' concerns about delayed and canceled flights and resolved the issue through communications.
  • Greeted passengers, verified tickets and directed passengers to assigned seats.
  • Explained the use of safety equipment and answered passengers' questions.

Call Centre Agent

Weight Watchers Australia & New Zealand
03.2009 - 04.2011
  • Politely assisted customers in person and via telephone.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Determined customer needs by asking relevant questions and listening actively to the responses.
  • Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.
  • Greeted customers in a timely fashion, while quickly determining their needs.
  • Developed reputation as an efficient service provider with high levels of accuracy.
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
  • Documented all customer inquiries and comments thoroughly and quickly.
  • Learned, referenced and applied product knowledge information.
  • Directed calls to appropriate individuals and departments.

Solo Flight Attendant

Regional Express Airlines
11.2007 - 03.2009
  • I performed the same tasks as a Flight Attendant at Regional Express as listed above in my duties performed whilst I was a flight attendant with Skytrans Airlines.
  • Regional Express Airlines - Flight Attendant Ground School in which I was both trained and certified in all Emergency Procedures including land and water evacuation, Air & Ground Fire emergency procedures, Bomb threats/ Hijacking procedures/Dangerous Goods and First Aid / CPR procedures.

Weight Loss Consultant

Jenny Craig
10.2005 - 10.2007
  • Assessed individual progress and suggested appropriate changes.
  • Led weekly nutrition classes for weight loss, cholesterol control and diabetes education.
  • Maintained automated systems for menu management and nutritional data.
  • Provided in-depth information on concurrent and alternative modes of nutritional care.
  • Established and maintained thorough nutritional records and information.
  • Led weekly one-on-one nutrition sessions for weight loss, cholesterol control and diabetes education.
  • Maintained accurate records of clients weight, conditions, progress and concerns.
  • Responded appropriately to the physical, emotional and developmental needs of patients.

Head Teller / Foreign Teller

Commonwealth Bank
10.2003 - 10.2005
  • Pulled daily branch reports.
  • Created member account profiles on Commonwealth Bankonline banking program.
  • Executed wire transfers, stop payments and account transfers.
  • Executed customer transactions, including deposits, withdrawals, money orders and checks.
  • Organized, stocked and maintained the teller window area.
  • Sold cashier's checks, traveler's checks and money orders.
  • Reconciled debit reports, margin reports and trade settlement reports to reach in-house goals and objectives.
  • Rapidly and efficiently prepared customer and ATM cash and change orders.
  • Maintained friendly and professional customer interactions.
  • Maintained balancing record with 100% rate of accuracy.
  • Processed quarterly Vault and ATM audits with a zero error rate.

Visual Merchandiser, Store Manager, Sales Assistant

Overboard/ Sandy Bay Pty Ltd
01.2001 - 10.2003
  • Organized store merchandise racks by size, style and color.
  • Created visual marketing and styled window displays.
  • Completed stock orders and managed inventory levels.
  • Hired, trained and evaluated personnel in sales and marketing.
  • Trained and developed new associates on POS system and key sales tactics.
  • Interviewed job candidates and made staffing decisions.
  • Scheduled and led weekly store meetings for all employees.
  • Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Shared best practices for sales & customer service with other team members to help improve the store's efficiency.

Education

Diploma - Beauty therapy

Sydney College Of Skin Care
Surry Hills, NSW

Higher School Certificate -

McCarthy Catholic College
Penrith, NSW
2002

School Certificate -

Caroline Chisholm
Penrith, NSW
2000

Skills

  • Exceptional communication skills
  • Excellent telephone manner and clear speaking voice
  • Natural problem solver in the NOW
  • Strong client relations
  • Quick learner
  • Service-oriented team player with a competitive spirit
  • Good keyboard skills and proficient in PC Navigation
  • Time management and well organised
  • Ability to stay calm under pressure
  • Multitasking skills
  • Great memory
  • Empathetic and emotionally intelligent

Certification

  • APPI Mat & Reformer Pilates Certification
  • Responsible Service of Alcohol & Conduct of Gaming
  • Certificate II in Emergency Medical Service Response (CPR)
  • Aviation Medicine & First Aid
  • Certificate II & III in Retail Services
  • Professional Makeup Artistry (Makeup London Academy)
  • Professional Spray Tanning Technician (Aviva Academy Sydney)
  • Hair Extensions Specialist (Belle Hair Academy London)
  • Foundation Training in Vinyasa Flow Yoga (Yoga Academy London)

References

  • Adriana Ngo - Owner of Strong Pilates, Wetherill Park - 0449 996 443 - adriana@strongpilates.com.au
  • Than Dinh - Master Trainer - Strong Pilates - 0422 831 499
  • David Love - Licensee - Redcape Group - 0431 530 323
  • Tom Butler - Club Duty Manager - Easts Group - 0437 316 763 - tbutler@eastsgroup.com.au
  • Warwick Edwards - Emergency Trainer and Checker — Regional Express Airlines - 0407283253 - Warrick.edwards@hotmail.com
  • Aaron Bloom - Skytrans Captain / Emergency Trainer and Checker - Skytrans Airlines - (UK) +447397315715 - Aaronbloom86@gmail.com

Timeline

Pilates Studio Manager / Pilates Instructor

STRONG Pilates
02.2023 - Current

Bar Gaming Attendant

Redcapes PTY LTD
01.2020 - 08.2022

Club Attendant - Bar / Gaming / Front of House

Easts Group - Sydney Roosters - Kingswood Sports Club
02.2018 - 01.2020

Night Reception Manager

Michelle's Massage
12.2017 - 02.2018

Head Hostess/Bartender/Cashier/Front Of House

The Windmill
01.2013 - 05.2016

Solo Flight Attendant

Skytrans Airlines
04.2011 - 06.2012

Call Centre Agent

Weight Watchers Australia & New Zealand
03.2009 - 04.2011

Solo Flight Attendant

Regional Express Airlines
11.2007 - 03.2009

Weight Loss Consultant

Jenny Craig
10.2005 - 10.2007

Head Teller / Foreign Teller

Commonwealth Bank
10.2003 - 10.2005

Visual Merchandiser, Store Manager, Sales Assistant

Overboard/ Sandy Bay Pty Ltd
01.2001 - 10.2003

Diploma - Beauty therapy

Sydney College Of Skin Care

Higher School Certificate -

McCarthy Catholic College

School Certificate -

Caroline Chisholm

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Sarah Ann Cocking