Shema Edward Mow
Surry Hills,NSW
Summary
Service-oriented Waitress with 7 years of experience in restaurant operations, customer service, insurance and sales.
Dependable, quality-focused professional well-versed in serving delicious food and beverages while maintaining dining, kitchen and cleanliness standards. Collaborative team leader with comprehensive background of equitable supervision.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
3
3
Certificates
Work History
Insurance Specialist
Woolworths Insurance
07.2017 - 07.2019
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
Followed up on denials, late payments, extensions and other special circumstances.
Determined client needs and financial situations by listening and scheduling fact-finding appointments.
Cultivated new business by offering presentations on financial well-being to individuals and groups on term and whole life insurance.
Maintained confidentiality of patient finances, records and health statuses.
Explained advantages, features and disadvantages of various policies to promote sale of plans, boosting overall sales 7% for each financial quarter.
Customer Care Specialist/ Marketing Assistant
UbiCar Pty Ltd
07.2019 - 07.2020
- Role Attributes:
- Manage day to day replying to comments and community management of all social media channels
- Interacting with the community, answering questions and customer enquiries in a timely and friendly manner to bring our exceptional level of service into the online space
- Writing and editing copy for social media posts and EDMs
- Assist in the development of EDM and social campaigns
- Scheduling content
- Execute Influencer strategies, building and nurturing relationships with influencers
- Working within brand guidelines
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Sales and Service Representative/Acting Team Leader
Carpeesh Pty Ltd
07.2021 - 05.2022
- Resolved complex complaints and queries through problem solving and time management regarding customer dissatisfaction
Trained and mentored new sales representatives.
Automated contact management system, resulting in better client organization and goal alignment.
Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
Expanded customer base and boosted profit within product line.
Documented customer interactions using SalesForce to capture data in processing system.
Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
Exceeded goals for new accounts in single sales cycle.
Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
Customer Service Officer
AHPRA
Sydney, NSW
01.2021 - 05.2022
- Communicated effectively with customers, managers and co-workers through email, phone and traditional postal mail.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Cross-trained and provided backup support for organizational leadership.
- Screened and transferred incoming calls, took down messages and transmitted information and documents to internal
- personnel.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Escalated files with significant indemnity exposure to supervisor for further investigation.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
Waitress
Ed's Cafe
Castle Hill, NSW
05.2022 - 08.2022
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Inspected dishes and utensils for cleanliness.
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times.
Waitress
Lunch Box Cafe
Lillyfield, NSW
08.2022 - 11.2022
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Inspected dishes and utensils for cleanliness.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
Education
Bachelor of Business - Marketing
Western Sydney University
Bachelor of Nursing -
The University of Notre Dame
01.2017 - 03.2018
Diploma - Marketing And Communications
TAFE NSW
Ultimo 11.2022 - 06.2023
Skills
Active listening
Customer service (face to face and online)
PersonableMotivated
Attentive
Resilient
AdaptableApproachableHighly organisedMeeting deadlines with efficiencyEtiquette in emails and phone services Tech Savvy and knowledgeable in ITFood preparation and safety
Hospitality service expertise
Front-of-house display creation
Certification
Responsible Supply of Alcohol Training (RSAT)
Certificate III in Hospitality
- Real-world experience through completing a mandatory 36 service periods (work placement or shifts) in industry, organised by TAFE NSW
- Skills to interact positively with multiple customers and provide quality customer experiences
- Experience to work with increasing speed and efficiency to meet the operational needs of contemporary hospitality businesses
- Confidence to identify issues and problems and notify your supervisor
- Work cooperatively as part of a team, and taking responsibility for service outcomes
- Responsible Service of Alcohol interim certificate (depending on specialty unit)
- Provide Responsible Gambling Services interim certificate (depending on specialty unit)
- Strong pathways to continue your studies and enhance your career opportunities
Timeline
Diploma - Marketing And Communications
TAFE NSW
11.2022 - 06.2023
Responsible Supply of Alcohol Training (RSAT)
09-2022
Waitress
Lunch Box Cafe
08.2022 - 11.2022
Waitress
Ed's Cafe
05.2022 - 08.2022
Sales and Service Representative/Acting Team Leader
Carpeesh Pty Ltd
07.2021 - 05.2022
Customer Service Officer
AHPRA
01.2021 - 05.2022
Customer Care Specialist/ Marketing Assistant
UbiCar Pty Ltd
07.2019 - 07.2020
Insurance Specialist
Woolworths Insurance
07.2017 - 07.2019
Bachelor of Nursing -
The University of Notre Dame
01.2017 - 03.2018
Licensed RSA & RCG
12-2016
Certificate III in Hospitality
01-2016
Bachelor of Business - Marketing
Western Sydney University