SHAHANEE MAPULAGE DON
Wollert,Australia
Summary
As a self-motivated and highly energetic professional with over ten years of solid experience in customer service and event/hospitality Industry, I would like to leverage my skills and capabilities, to gain employment within a first class employer where I can contribute to the organisation’s goals and build a long term career for myself.
Overview
19
19
years of professional experience
Work History
Food and Beverage Supervisor
Compass Group - Emirates Lounge MEL
Tullamarine, Victoria
08.2022 - Current
- Lead and delegated work to staff, setting priorities to achieve smooth operation
- Maintain focus on providing excellent guest experience at all times
- Lead, mentor and train the food & beverage team
- Promote and implement safe working conditions and procedure
- Monitor and report low or expired inventory
- Coordinate with kitchen chefs on food allergies and dietary restrictions
- Assist with clients promotional events in the Lounge
- Manage and maintain Lounge areas to verify working order, cleanliness and food safety
- Manage record keeping for audits
Store Team Supervisor/Team Support
Woolworths Limited
Melbourne, Australia, Australia
06.2006 - Current
- Supervise and coordinate the activities of 5-10 customer service employees
- Managing staff working hours, shifts and rosters
- Cash handling and balancing registers at opening and closing of shifts
- Undertake investigation in cash discrepancies
- Delegating tasks to junior staff members and managing staff performance within a busy service environment
- Critical judgement and decision making to provide the best customer service
- Handling face-to-face customer enquiries and complaints effectively
- Authorising refunds and other compensation to customers
- Advising customers on current promotions and offers
- Assisting and training junior staff on service operating procedures and company policies
- Assure a safe and respectable work environment and maintaining productive relationships with all team members
- Liaise with department managers and provide feedback concerning possible problems and areas of improvement, and staff and customer requests
- Assist and support other departments (Liquor Department and Non-trade Department) and performing any other duties assigned by the management (promotional campaigns and product sales)
Acting Assistant Lounge Manager
Compass Group - Emirates lounge MEL
Tullamarine, Victoria
03.2024 - 08.2024
- Managed all day-to-day lounge operations, ensuring an excellent customer experience and adherence to client expectations
- Managed staff performance, identified development opportunities, and provided training and coaching
- Conducted regular facility inspections and resolved customer complaints efficiently
- Assisted with rostering, staffing, and recruitment
- Conducted new staff inductions and managed employee files
- Assisted Site Manager with financial tasks, timesheets, payroll, and administrative duties
- Managed equipment safety, tagging, and maintenance
- Oversaw monthly lounge cleaning and maintenance
- Assisted in ordering and stocktaking of lounge items
- Ensured compliance with all safety, security, and quality procedures, including health and safety regulations
- Analysed customer feedback to identify areas for improvement
- Conducted and participated in required meetings and reports on a daily, weekly, and monthly basis.
Food and Beverage Assistant
Hyatt Place Caribbean Park
Scoresby, Vic
01.2022 - 03.2023
- Manage client bookings and reservations
- Coordinate and Manage staff during trading for smooth operations.
- Delegate tasks to confirm all tasks are completed for the next service
- Manage and maintain restaurant areas to verify working order, cleanliness and food safety
- Manage record keeping for audits
- Manage cash float in and out and sales reports
- Barista coffee making
- Managed staff training
- Coordinate events such as Conference, Banquets and Cocktail functions as per the run sheet
Motor Claims Consultant
RACV
Mulgrave, Vic
06.2017 - 01.2022
- Respond to high volumes of customer queries in relation to claim process repair management, repair concerns and complaints.
- Manage a variety of simple to complex claims in a timely manner to a faster completion.
- Making critical claim decisions in determining liability and solve claim related issues.
- Liaise with internal and external parties to coordinate claim resolution. Communication with all levels of claim services - Repairers, Solicitors, Insurance companies, Insurance brokers, Police and Recovery agents.
- Dealing with all levels of customers and provide great customer service.
- Case manage different stages of the claims process in order to finalise claims.
- Maintain concise records throughout the resolution process.
- Complete daily targets to maintain team work list and daily Key Performance Indicators (KPIs).
Owner - Event Manager/Stylist
From this Moment Events
Melbourne, Vic
01.2017 - 01.2022
- Event management and styling for various events and functions, catering all occasions from kids birthday parties, engagements to weddings
- Organising all aspects of events - client meetings, venue selection, concept designing, set up and styling the event
- Liaising with clients to provide personalised and customised service for their event
- Coordination and liaising with service providers
- Costing and budgeting the event, Preparing quotes and invoices
- Staff management
Assistant Event Coordinator
Brandy Creek Estate Winery
Buln Buln, Drouin East, Vic
01.2014 - 01.2017
- Event Coordination from the set up to the night close up
- Manage all communications with clients to discuss and sell packages and services provided by the venue
- Assist clients with their requirements for their events
- Assisting clients with reservations and bookings with service providers
- Coordination on the event day
- Assisting with marketing and promotions of the venue
- Managing client data base.
Education
Master of Science - Biotechnology
Swinburne University of Technology
01.2008
Bachelor of Science - Biotechnology
Brindavan College, Affiliated To Bangalore University
01.2005
Skills
- Customer service management
- Hospitality experience
- Leadership
- Organisation
- Staff management
- Time management
- Team management
- People skills
- Decision-making
- Barista coffee making
- Holds a current RSA certificate
References
Referees Upon Request.
Timeline
Acting Assistant Lounge Manager
Compass Group - Emirates lounge MEL
03.2024 - 08.2024
Food and Beverage Supervisor
Compass Group - Emirates Lounge MEL
08.2022 - Current
Food and Beverage Assistant
Hyatt Place Caribbean Park
01.2022 - 03.2023
Motor Claims Consultant
RACV
06.2017 - 01.2022
Owner - Event Manager/Stylist
From this Moment Events
01.2017 - 01.2022
Assistant Event Coordinator
Brandy Creek Estate Winery
01.2014 - 01.2017
Store Team Supervisor/Team Support
Woolworths Limited
06.2006 - Current
Master of Science - Biotechnology
Swinburne University of Technology
Bachelor of Science - Biotechnology
Brindavan College, Affiliated To Bangalore University
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