Stephanie Graham

I currently work & live on Hamilton Island where I am the Duty Manager for Hamilton Island Air.

I co-ordinate and manage my team through out the day, working with multiple different sections of the business including, reservations, accounts & pilots.

• Taking all reservations, making bookings via email & phone.
• Being the first point of contact for all customer inquiries.
• Processing all payments for tours and ensuring all of the money balances at the end of the day.
• Ensuring the day runs smoothly, being the leader and first point of contact for staff around me.
• Create and manage staff rosters to ensure a safe and efficient workflow
• Train and supervise new staff and ensure they have the skills to complete all tasks at hand

I was lucky enough to work on & off for Australian Pacing Gold since September 2015, where I worked for them on Sale Day, once a year. I began working for them on a Part Time basis in September 2021. In this role I:

• Organised horse sales & events, i.e organising venue hire/security/first aid/catering etc
• I was the first point of contact for all admin enquiries
• Increased sales by offering advise on purchases and promoting services on sales day
• Provided positive first impressions to welcome existing, new and potential customers
• Worked with a small team closely to ensure a smooth running of the business. Our team worked from home, so I had to be self sufficient and good with time management
• Worked with Microsoft programs including excel & word on a daily basis
• Sending and receiving emails daily
• Working with large sums of money at events and ensuring this was all reconciled correctly

I started my own beauty salon from home in July of 2020. I have a certificate in Brow Sculpting & Waxing and also Acrylic Nails. I have successfully built my own clientele and do this as a 'hobby' when I have spare time. I do all of my own advertisement and social media and pride myself on being approachable and a friendly face for everyone that comes to my salon.

Right before graduating school I opted to get my harness racing trainers license. I have trained a team of up to 20 horses at times. Having a big team of horses is a big responsibilty, and required great organisation, time management and leadership skills. I have always had a love for horses, being born into the industry and having such a big family involvement with both my dad and sister training and driving race horses also

• Worked in a KPI based environment striving to meet goals and targets
• Telstra is very focused on providing a high level of customer service and use the NPS structure. This means when customers left the store, they would receive a survey to fill out based on customer experience. I pride myself on being one of the highest performers at Telstra Ipswich and was often in the Top 3 of the company. I was therefore often used as an example and asked to train other staff members on how I achieved such a high standard of customer service.
• I was also offered a management role very early on in my time at Telstra, however, preferred to stay in a consultant role as I thoroughly enjoyed my face-to-face interactions with clients and meeting new people.
• Used computer skills on a daily basis.
• Used consultative sales approach to understand customer needs and recommend relevant offerings.
• Responded to telephone and in-person requests for information.
• Followed up with existing customers to provide additional support and address concerns.
• Provided sales and customer service assistance to walk-in traffic

I was offered a position at Garrard's Horse and Hound immediately after schooling in their Albion Park store. In my role at the store, I was the first point of contact for customers entering the store and greeted each one as they arrived. My main role was serving customers with their purchases and either initiating a cash sale or putting their items of purchase on an existing account. As well as this I was involved in giving information and recommendations on suitable products and services. I also assisted with product ordering and ensuring the store was kept in a clean and tidy condition whilst making sure merchandise was presented in a professional manner. As well as this, I was asked to assist with the companies social medias and often posted on their various social networks to grow engagement as well as answer questions and queries to improve sales.

• Balanced and organised cash register by handling cash, counting change and storing cheques and other ways of payment.
• Greeted customers, helped locate merchandise and suggested suitable options.
• Used POS system to process sales, returns, over the phone orders and gift card activations.
• Approached browsing customers to initiate conversations to determine buying preferences.

I completed a Certificate 3 in Business Administration at the Ipswich Turf Club, which is primarily a horse racing venue, which also offers function rooms and services. I worked mainly at the front office where I completed a large range of tasks one day a week. I was the first point of contact for most customers, which included horse trainers as well as race goers. I pride myself on greeting them with a bubbly personality and always did my best to serve their needs promptly. Some tasks that I regularly partook included cash handling after sales of merchandise, completing EFTPOS transactions, problem solving for customers, answering the office phone and the regular use of accounting software MYOB for entering invoices and paying other businesses. Filing, archiving and general office duties were also in my repertoire in this role. This position further enhanced my customer service experience and I believe the proficiency gained from this type of work would serve me well in any other customer service position I may gain. During my traineeship I also had the opportunity to venture into the hospitality area where I served patrons whilst they dined and followed this by working in the kitchen and cleaning dishes. I also continued working at The Ipswich Turf Club after my traineeship concluded on race days.