SARAH MARTIN
Wilson,Australia
Summary
Senior Member Service Advisor bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Senior Member Service Advisor
HIF
01.2025 - Current
- Facilitated member inquiries, providing timely and accurate information to enhance member satisfaction.
- Resolved complex member issues by utilizing problem-solving skills and collaborating with internal teams.
- Developed training materials for staff, improving onboarding efficiency and knowledge retention.
- Implemented process improvements that streamlined operations and reduced response times for member requests.
- Monitored service quality metrics, identifying trends to enhance member experience.
Member Service Advisor
HIF Australia
08.2022 - 01.2025
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Verified customer identification and documentation for compliant transactions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Defence Industry Trainee
Programmed
11.2021 - 08.2022
- Undertaking ongoing communication with contractors which involves explanation or clarification of written and oral information.
- Reading contractual agreements which including complexity of language and style.
- Reading and interpreting instructions relevant to manual lifting and handling of goods and materials.
- Using numeracy skills for scheduling and planning activities and time frames.
Assistant Manager
Hungry Jack's
08.2017 - 10.2021
- Run smooth operations by independently handling day-to-day requirements.
- Coordinated employee schedules to provide adequate coverage according to business demands.
- Improved customer relations, maintained brand loyalty and recaptured lost revenue opportunities by smoothly handling escalated problems.
- Controlled labour costs by streamlining workflows based on expected demands.
- Directed daily store operations, including staff management, task delegation, merchandising and customer service.
- Health and Safety officer of multiple stores across the state, in charge of making sure stores were following company and state regulations.
Baker
Baker's Delight
05.2016 - 06.2017
- Promoted freshness and reduced waste by monitoring supply closet and rotating ingredient stock.
- Organized baked goods in display cases and maintained clean and tidy appearance.
- Protected kitchen equipment and staff by adhering to all maintenance recommendations and safety protocols.
- Safeguarded staff and products against germ spread by enforced compliance with safety and sanitation standards for food handling.
Education
Year 10 - undefined
Perth Modern School
PerthCertificate III - Retail Baking (Cake and Pastry)
South Metropolitan TAFE
BentleySkills
- Communication Skills
- Effective Time Management
- Fast Learner
- VBA Language
- Management Skills
- Computer Skills
- Microsoft Office
- Customer Service
- OH&S Implementation
- Call Center Operations
- Conflict Resolution Techniques
- Calm and Professional Under Pressure
Timeline
Senior Member Service Advisor
HIF
01.2025 - Current
Member Service Advisor
HIF Australia
08.2022 - 01.2025
Defence Industry Trainee
Programmed
11.2021 - 08.2022
Assistant Manager
Hungry Jack's
08.2017 - 10.2021
Baker
Baker's Delight
05.2016 - 06.2017
Year 10 - undefined
Perth Modern School
Certificate III - Retail Baking (Cake and Pastry)
South Metropolitan TAFE
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