Shanaya Monique Roach
Sydney,NSW
Summary
Sales and member services consultant with 7 years of experience in hospitality, insurance, and bar management, adept at driving customer satisfaction and loyalty through innovative sales strategies and personalized service. Demonstrates exceptional skills in team leadership, conflict resolution, and customer engagement, ensuring seamless operations and compliance with safety standards. Passionate about enhancing service delivery and eager to leverage expertise in a dynamic role that fosters growth and excellence.
Overview
7
7
years of professional experience
Work History
Services Specialist
Avant Mutual
03.2025 - Current
Sales and member services consultant
RAC
01.2024 - 01.2025
- Engage with clients to address insurance inquiries, enhancing understanding and satisfaction.
- Promote insurance products, driving informed customer decisions and increasing sales.
- Assist with policy renewals and claims, ensuring timely and efficient service delivery.
- Resolve customer issues, achieving high satisfaction and fostering loyalty.
- Maintain accurate records of interactions, supporting seamless customer service.
- Drove membership growth through personalised consultations, optimising sales strategies and delivering exceptional customer service to enhance member satisfaction
- Partnered with cross-functional teams to resolve complex member inquiries, while maintaining high service standards and building lasting client relationships
- Analysed member feedback and service patterns to implement targeted improvements, resulting in enhanced service delivery and customer retention
- Provided comprehensive support to diverse member base, addressing concerns promptly and ensuring seamless service experience across multiple channels
- Maintained meticulous member records and transaction documentation while adhering to compliance standards and service level agreements
Bartender
Perth Bar staff
12.2020 - 11.2024
- Serve drinks swiftly in high-energy festivals, ensuring customer satisfaction.
- Manage cash transactions accurately, maintaining balanced registers.
- Collaborate with team for seamless event operations and setup.
- Maintain bar cleanliness, adhering to safety regulations.
- Monitor inventory, reporting low stock to supervisors.
- Managed high-volume bar operations, crafted signature cocktails, and maintained strict inventory control while ensuring compliance with liquor regulations.
- Streamlined drink preparation processes, reduced wait times, and consistently delivered exceptional customer service during peak hours.
- Coordinated with kitchen staff and servers to optimise order flow, mentored new staff members, and maintained positive team dynamics.
- Implemented precise cash handling procedures, maintained spotless bar area, and documented daily inventory levels with meticulous attention.
FIFO utility attendant
Sedexo
01.2023 - 12.2023
- Ensure facility safety, cleanliness, and efficiency on 12-hour FIFO shifts.
- Improved waste management and facility maintenance, adhering to environmental standards.
- Supported laundry and kitchen operations, boosting team productivity.
- Operated equipment safely, following strict safety protocols.
- Collaborated with team for seamless operations and effective communication.
- Implemented comprehensive waste management system while coordinating facility maintenance tasks, ensuring full compliance with environmental standards
- Optimised laundry and kitchen workflow efficiency through cross-functional coordination, reducing operational bottlenecks and enhancing service delivery
Waitstaff
The Weld Club
01.2023 - 11.2023
- Delivered exceptional dining service while maintaining high standards of guest satisfaction, managed multiple tables efficiently, and coordinated with kitchen staff
- Mastered complex menu items and wine pairings, processed payments accurately, and maintained immaculate service standards in an upscale dining environment
- Enhanced customer experience through attentive service, swift response times, and precise order management, leading to consistent positive feedback
- Built strong relationships with kitchen team and front-of-house staff, ensuring seamless service flow and resolving guest requests promptly
- Adapted service style to diverse guest preferences, implemented effective table management strategies, and maintained composure during peak hours
- Streamlined service operations through strategic table section management, optimizing guest flow and minimizing wait times during peak periods
Shift manger
Red roster
11.2020 - 01.2023
- Supervised and trained team, ensuring role clarity and performance excellence.
- Enhanced customer satisfaction by resolving inquiries and fostering a welcoming environment.
- Monitored operations for efficiency, ensuring compliance with policies and procedures.
- Maintained food safety standards, conducting regular quality and cleanliness checks.
- Achieved sales targets through strategic promotions and effective cash management.
- Led shift operations, optimised staff scheduling and implemented quality control measures to enhance customer satisfaction and operational efficiency
- Managed diverse teams of service staff, fostered positive work culture and mentored new employees while maintaining high service standards
- Streamlined inventory management processes, reduced waste and improved cost control through data-driven decision making and strategic planning
- Ensured compliance with health and safety regulations, maintained accurate documentation and supervised daily operations to meet quality benchmarks
- Resolved customer concerns promptly, coordinated with kitchen staff and front-of-house teams to deliver seamless dining experiences
- Created new shift handover protocols, improving communication flow and operational continuity across multiple service periods.
Party Host
Crocs Playcentre
02.2018 - 12.2020
- Planned and organized themed children's parties, enhancing guest satisfaction and engagement.
- Led dynamic children's entertainment sessions, orchestrating themed activities and fostering a safe, engaging environment for young guests
- Streamlined party planning processes and implemented creative entertainment solutions, resulting in consistent positive parent feedback
- Mentored junior staff members while managing multiple concurrent events, ensuring seamless party experiences and guest satisfaction
- Coordinated complex party logistics, including scheduling, resource allocation, and special dietary requirements for diverse guest groups
- Partnered with catering teams and entertainment providers to deliver memorable celebrations while maintaining safety protocols
- Developed innovative themed party concepts and managed simultaneous events, driving exceptional guest satisfaction through creative activities and games
Education
CTA - RSA
CTA - Customer service
CTA - Barista
First Aid
St John’s
CTA - Food handlers
10.2025
White Card
10.2025
Skills
- Team Leadership
- Conflict Resolution
- Customer Engagement
- Safety Compliance
- Sales Strategies
- Staff Training
- Time Management
- Multitasking
- Communication Skills
- Customer Service
Timeline
Services Specialist
Avant Mutual
03.2025 - Current
Sales and member services consultant
RAC
01.2024 - 01.2025
FIFO utility attendant
Sedexo
01.2023 - 12.2023
Waitstaff
The Weld Club
01.2023 - 11.2023
Bartender
Perth Bar staff
12.2020 - 11.2024
Shift manger
Red roster
11.2020 - 01.2023
Party Host
Crocs Playcentre
02.2018 - 12.2020
CTA - RSA
CTA - Customer service
CTA - Barista
First Aid
St John’s
CTA - Food handlers
White Card
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