Serenity Thomson

• Managing the maintenance helpdesk inbox, answering the phones, responding to inquiries and escalating high-risk issues appropriately
• Raising tasks for specific trades in the CIA system for reactive and preventive maintenance, ensuring the correct assets are chosen to help maintain asset records
• Providing communication to outlets on work progress, issues, delays and parts on order
• Attending meetings and recording minutes, organising compliance documentation (SWMS, gas certificates, form 4's, staff licences ect), drafting and reviewing standard operating procedures and booking free of charge travel arrangements for contractors
• Assisted in training over 80 staff during the transition to a new digital system, supporting the rollout and helping streamline processes as part of the company's move to paperless operations
• Assisted the Operational Support Administrator in verifying and updating asset records ahead of a new program rollout. Responsibilities included visiting all outlets island-wide to collect asset data, entering and updating information in the system, creating records for missing assets, scheduling and attending site visits with maintenance supervisors and generating and applying asset tags to ensure accurate tracking
• Helping manage timecards, rosters and staff training. Ordering office supplies and keeping the office clean and tidy
• Providing support to management / supervisors by assisting with workload and completing delegated tasks
• Managing the pest control inbox, including monitoring and responding to pest reports and enquiries, scheduling outlet inspections with contractors, logging inspection outcomes and site visit notes into a shared spreadsheet for tracking and compliance purposes
• Managing the staff accommodation QR inbox, communicating with staff accommodation team, raising jobs / proving updates

• Directly manage a team of 6 in the grocery department while overseeing a broader team of 26. Helping drive performance, resolve issues and improve operational efficiency
• Review inventory levels daily, place stock orders and implement effective replenishment strategies to ensure shelves remain well-stocked and organised.
• Complete opening and closing procedures for the store
• Keep grocery team operations in strict compliance with workplace standards and ensuring the warehouse is clean and ready to receive stock at any given time
• Offer hands-on assistance to customers ensuring all needs are met to a satisfactory level, dealing with complaints and defusing stressful situations
• Delegate tasks and duties within the team ensuring it runs smoothly and non-negotiable tasks are met to a high standard within the required timeframes
• Support the store manager with interviews, onboarding new employees and delivering thorough training
• engaging with brand representatives to build promotional displays and end caps, actively driving sales through strategic product placement and engagement

• On my RDO’s I also did fleet presentation at the Hamilton Island Airport providing cleaning services for Qantas. This included
• Marshalling passengers to and from airport/ aircraft
• Enforcing strict safety policies surrounding aircrafts and passengers
• Communicating closely with ground and flight crew via headset radio to maintain loading and unloading safety and efficiency
• Cleaning aircraft between flights in strict timeframes, sanitizing bathrooms and seat trays as per company specifications

• Serving customers, dealing with complaints and providing solutions
• Assisted in all departments such as fresh produce, deli and grocery
• Ran the Lottery department, ensured all rules and regulations were followed and signage was up to date so that random store audits would pass
• In charge of ordering for a wide range of things across the store
• Assisted with catering orders
• Assisted in training of new staff
• Stocking shelves, rotating stock and completing date checks
• General cleaning, maintaining store appearance and ensuring the store is compliant

• I worked as a waitress at La Porchetta during high school to help me complete my certificate 2 in hospitality. My roll included section waiting, food running, cash handling and general cleaning.

During my time at maintenance I also took on a second job contract as maintenance coordinator. I was responsible for managing the on-call phone from 4:00 PM to 7:30 AM and responding to after hours maintenance calls. Assessing the urgency of each issue and determining whether immediate attendance by an on-call tradesperson is required. This includes dispatching the appropriate trades based on the nature of the job or advising callers to wait until business hours when appropriate to help manage costs effectively.