Simin Shirazi
Sydney,NSW
Summary
A motivated, systematic, and well-organized individual, with hands-on management and teamwork skills, seeking to take next career step in sales and management. Friendly and approachable with strong communication skills, ensuring positive interactions with guests. Possesses in-depth understanding of guest satisfaction and proficiency in managing reservations and handling inquiries. Committed to creating memorable experiences and fostering lasting relationships with guests.
Overview
14
14
years of professional experience
Work History
Guest Services Coordinator
Birkenhead Point Outlet Centre
11.2022 - Current
- Managing expectations and provide guests and retailers with exceptional, consistent and timely service through multiple channels including face to face, phone, chat, social media and email including responding to reviews, queries and feedback
- Creating exceptional guest experience practices by understanding the guest, and their needs and wants, and keeping them front of mind in every aspect
- Communicating timely information to guests and operators about stores, products, services and in centre activations and events
- Assisting guests with directions throughout the asset and any queries about its services and surrounding area
- Logging feedback and requests to the appropriate person in the management team where escalation is required
- Be visible out on the floor and understand current operator promotions and offerings available to assist with guest enquiries
- Confidently and articulately communicate with excellent verbal and written communication skills when needed
- Manage difficult guest and stakeholder queries
- Embody patience, empathy, and know how to operate in the moment and remain present within a fast-paced environment
- Confidently rectify and resolve guest problems and concerns
- Where required, managing the lost & found property process.
- Where required, manage the mobility bookings process.
- Raising work and purchase orders and processing invoices for the asset
- Collection of all operators’ sales figures and sales commentary by due date and ensuring accurate input
- Supporting the asset team with general administrative tasks and keeping the office running smoothly
- Adhering to procedures and internal reporting deadlines and providing accurate and high-quality reports, and quick responses to requests for information about the asset
- Assisting with any projects, or undertaking additional duties as reasonably required
- Working as the Centre Duty Manager on weekends and Public Holidays
- Worked as the operation and facility manager assistant to keep the HSE standards at highest levels
- Working closely with Marketing team for marketing campaign to provide best customer experience
- Working with Leasing and Sales team to provide top client experience for retailers
- Working with Security team on daily basis to keep the centre safe and secure for all guests
- Working with tourist’s agency managers and leaders to provide the best experience for foreign visitors
- Managing and resolving approximately 60 guests requirement daily.
Client Support
Rapid Pay
01.2022 - 12.2022
- Worked closely with clients to solve the product problems
- Trained and worked with CRM tools as Salesforce
- Handled All customer support emails and calls daily
- Handled all customer support tickets in Salesforce
- Trained for the customer onboarding process
- Managing and resolving 30 tickets on CMRs daily.
Client Support / Administrator
Eurasia Studies Journal
01.2013 - 12.2020
- Worked closely with the authors and editors ensuring the journal was published as per the plan
- Managed daily purchasing and ordering activities, liaised and followed up on shipment schedules
- Managed the bookkeeping and file archiving
- Monitored and managed the accounts receivable and payable for the facility and office requirement
- Maintained accurate stock records and reposts
- Maintained high customer service standards
- Maintained and update the journal website
- Managing approximately 10 requests from authors on a daily basis.
Central Eurasia Library Officer
University of Tehran
01.2011 - 12.2013
- Managed the bookkeeping and file archiving
- Maintained high customer service standards
- Managed daily purchasing and ordering activities, liaised and followed up on shipment schedules
- Trained two new employees in how to work with the website and the library financial management
- Managing and resolving approximately 30 requests from students and professors on daily basis.
Education
Master of International Relations -
Tehran University
Tehran09.2014
Bachelor of Science - Political Science
Allame Tabatabaei University
Tehran09.2012
Skills
- MS Office
- CRM tools as Salesforce - Yardi
- Website Administration
- File and Record Management
- Operational Skills
- Interpersonal Skills
- Bilingual
- Strong multitasking
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved required retailers by customers for leasing team by creating monthly reports with accuracy and efficiency.
References
Full references are available on request
Languages
English
Full Professional
Persian
Native or Bilingual
French
Limited Working
Timeline
Guest Services Coordinator
Birkenhead Point Outlet Centre
11.2022 - Current
Client Support
Rapid Pay
01.2022 - 12.2022
Client Support / Administrator
Eurasia Studies Journal
01.2013 - 12.2020
Central Eurasia Library Officer
University of Tehran
01.2011 - 12.2013
Master of International Relations -
Tehran University
Bachelor of Science - Political Science
Allame Tabatabaei University
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