Scott McAlpine
Strathpine,QLD
Summary
Proactive Wholesale Partnerships Manager and Cafe Manager with substantial experience in customer relationship management, team leadership, and operations management. Expert in training staff, improving customer satisfaction, and streamlining processes. Strong skills in sales techniques, CRM, and cross-functional teamwork, offering a proven track record of enhancing customer experiences and driving business growth.
Overview
22
22
years of professional experience
Work History
Wholesale Partnerships Manager
Wolff Coffee Roasters
2024.05 - Current
- Developed and maintained relationships with customers and suppliers through account development.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Cafe Manager
Retail Food Group
2023.06 - 2024.05
- Oversaw daily cafe operations to maintain smooth workflow in both front-of-house and back-of-house areas.
- Delivered excellent customer service experiences by addressing concerns promptly and professionally.
- Trained cafe employees to consistently exceed customers' expectations and provide superior service.
- Established a welcoming atmosphere, maintaining high standards of cleanliness and presentation throughout the cafe.
- Improved customer satisfaction by implementing efficient service procedures and staff training programs.
- Grew cafe sales by effectively marketing business and improving customer relations strategies.
- Filled in for absent employees in any position in cafe, keeping operations efficient even when short-handed.
Check-in Agent
Menzies Aviation
2021.10 - 2023.05
- Trained new Check-in Agents on best practices in customer service delivery, fostering a positive work environment.
- Assisted passengers with special needs, ensuring comfortable and hassle-free travel experiences.
- Verified passport and visa validity for international flights, adhering to strict immigration requirements and regulations.
- Maintained detailed knowledge of airport policies and procedures to ensure seamless operations.
- Ensured accurate flight information was communicated to passengers, minimizing confusion and delays.
- Provided exceptional customer service, addressing passenger inquiries and resolving issues promptly.
- Monitored flight schedules closely, providing timely updates to passengers regarding potential delays or cancellations.
- Expedited ticket changes or cancellations as needed, accommodating last-minute requests from passengers.
Cafe Manager
The Coffee Club
2020.05 - 2022.05
- Oversaw daily cafe operations to maintain smooth workflow in both front-of-house and back-of-house areas.
- Delivered excellent customer service experiences by addressing concerns promptly and professionally.
- Trained cafe employees to consistently exceed customers' expectations and provide superior service.
- Established a welcoming atmosphere, maintaining high standards of cleanliness and presentation throughout the cafe.
- Improved customer satisfaction by implementing efficient service procedures and staff training programs.
- Grew cafe sales by effectively marketing business and improving customer relations strategies.
- Filled in for absent employees in any position in cafe, keeping operations efficient even when short-handed.
Check-in Agent
Dnata
2017.01 - 2020.04
- Trained new Check-in Agents on best practices in customer service delivery, fostering a positive work environment.
- Assisted passengers with special needs, ensuring comfortable and hassle-free travel experiences.
- Verified passport and visa validity for international flights, adhering to strict immigration requirements and regulations.
- Maintained detailed knowledge of airport policies and procedures to ensure seamless operations.
- Ensured accurate flight information was communicated to passengers, minimizing confusion and delays.
- Streamlined the check-in process for a smoother experience, managing passenger reservations with accuracy.
- Provided exceptional customer service, addressing passenger inquiries and resolving issues promptly.
- Monitored flight schedules closely, providing timely updates to passengers regarding potential delays or cancellations.
Travel Consultant
Flight Centre Travel Group
2013.09 - 2016.12
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
- Collected, handled and documented payments for travel services and associated feels.
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
Shift Supervisor
Starbuck's Coffee
2008.03 - 2013.08
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Responded to and resolved customer questions and concerns.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Helped store management meet standards of service and quality in daily operations.
Food and Beverage Attendant
Restaurant Associates A Division of Compass Group
2003.01 - 2008.02
- Maintained clean and organized restaurant to comply with hygiene and health regulations.
- Cleared area, cleaned and wiped tables and chairs to remove residue and comply with hygiene standards.
- Greeted and seated guests to provide friendly and welcoming experience.
- Maintained clean and organized dining areas for an enjoyable guest experience.
Education
Graduate Certificate - International Tourism
Griffith University
Brisbane, QLD11.2009
Certificate IV - Commercial Cookery
TAFE Queensland
Bracken Ridge, QLD12.2006
Bachelor of Business Admin. - Business Marketing
Queensland University of Technology
Brisbane, QLD12.2004
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Staff Management
- Operations Management
- Cross-Functional Teamwork
- Customer Relationship Management (CRM)
- Staff Development
- Sales Techniques
- Schedule Preparation
Professional References
Aaron Leck
Operations Manager
Wolff Coffee Roasters
04198 114 481
Sarah Urwin
Site Manager
Retail Food Group
0438 752 709
Julie Carter
Service Desk Lead
Menzies Aviation
0412 342 585
Jennifer Barker
Store Manager
The Coffee Club
0431 536 706
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCareer advancementCompany CulturePersonal development programsTimeline
Wholesale Partnerships Manager
Wolff Coffee Roasters
2024.05 - Current
Cafe Manager
Retail Food Group
2023.06 - 2024.05
Check-in Agent
Menzies Aviation
2021.10 - 2023.05
Cafe Manager
The Coffee Club
2020.05 - 2022.05
Check-in Agent
Dnata
2017.01 - 2020.04
Travel Consultant
Flight Centre Travel Group
2013.09 - 2016.12
Shift Supervisor
Starbuck's Coffee
2008.03 - 2013.08
Food and Beverage Attendant
Restaurant Associates A Division of Compass Group
2003.01 - 2008.02
Graduate Certificate - International Tourism
Griffith University
Certificate IV - Commercial Cookery
TAFE Queensland
Bachelor of Business Admin. - Business Marketing
Queensland University of Technology
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