Serafina Boras
Gold Coast,QLD
Summary
Dynamic professional with extensive experience at Belgravia Leisure, excelling in customer service and team leadership. Proven ability to enhance client satisfaction through strong communication skills and attention. to detail. Strong analytical thinking and communication skills have driven operational efficiency and fostered loyalty, contributing to a positive workplace culture.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Duty Manager
Belgravia Leisure
01.2025 - Current
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Ensured compliance with all company policies, local regulations, and industry standards related to centre operations.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Receptionist
Belgravia Leisure
11.2018 - Current
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Resolved customer problems and complaints.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of information regarding clients and company.
- Assisted with onboarding new clients and securing paperwork completion.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
Customer Service Representative
SwimFit
07.2018 - 11.2018
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Education
High School Diploma -
Benowa State High School
Gold Coast, QLD11-2021
Diploma - Business
Prestige Service Training
Gold Coast, QLD11-2021
Skills
- Customer service
- Customer service focus
- New employee training
- Verbal and written communication
- Business administration
- Service coordination
- Strong leadership
- Adaptability
- Communication
- Conflict resolution
- Analytical thinking
- Decision-making
Accomplishments
Leadership award, Be clear Award 2023 Belgravia lesisure
Certification
- CPR REEF TRAINING 2024 JUNE
- POOL LIFEGUARD REEF TRAINING 2024 JUNE
- BLUE CARD 2018
Timeline
Duty Manager
Belgravia Leisure
01.2025 - Current
Receptionist
Belgravia Leisure
11.2018 - Current
Customer Service Representative
SwimFit
07.2018 - 11.2018
High School Diploma -
Benowa State High School
Diploma - Business
Prestige Service Training
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