Ty Gusmao
Zuccoli,NT
Summary
Seeking employment, Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
5
5
years of professional experience
Work History
Customer Service Supervisor
Menzies Aviation – Darwin International Airport
10.2023 - Current
- I am currently employed as a customer service supervisor at Darwin international airport
- This role comes with daily responsibilities such as leading/coordinating a shift across multiple airlines
- Managing my team to deliver customer care and service the best we can, documenting end of shift reports, communicating with superiors such as other supervisors and port managers.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Customer Service Officer
Menzies Aviation – Darwin International Airport
01.2023 - 10.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Provided primary customer support to internal and external customers.
2nd Assistant Manager
Collins Foods – KFC Coolalinga
11.2022 - 08.2023
- Supported store manager in training new employees, fostering a positive work environment for team development.
- Collaborated with team members on loss prevention efforts, minimizing shrinkage and theft occurrences.
- Implemented safety protocols within the workplace, resulting in fewer accidents and increased employee awareness.
- Provided exceptional customer service through active listening, understanding individual needs, and offering appropriate solutions or recommendations in line with company policies.
- Spearheaded store events and promotions, attracting new customers while retaining existing clientele.
- Ensured compliance with company policies and regulations at all times while adhering to local, state, and federal guidelines.
- Managed financial transactions and reduced discrepancies through regular audits of cash registers and daily reports.
- Assisted in conducting performance reviews for staff members, identifying strengths and areas of improvement to support professional growth.
- Achieved cost savings by efficiently managing expenses such as supplies purchases and utility bills within budget constraints.
- Contributed to the growth of store revenue by implementing promotional strategies and upselling techniques.
Shift Supervisor
Collins Foods – KFC Coolalinga
09.2022 - 11.2022
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Responded to and resolved customer questions and concerns.
- Helped store management meet standards of service and quality in daily operations.
- Enforced company policies and regulations with employees.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Served as a liaison between employees and upper management effectively facilitating communication that bridged any existing gaps.
Team Member Trainer
Collins Foods – KFC Coolalinga
07.2019 - 09.2022
- I was employed at KFC Coolalinga for 4 years as a team member trainer, recently certified for shift supervisor and then assistant manager
- I love to work as part of a team, I love to create a safe environment for my fellow team members as well as myself
- I have extremely good experience in delivering customer service such as dealing with customers, satisfying customers and promoting brand values
- I have experience with handling money, such as using tills, counting tills at end of shift, counting store safe and making sure everything is balanced
- I have experience in doing daily reports and nightly stock takes.
- Increased retention rates by delivering personalized coaching and support to struggling employees.
- Collaborated with managers to identify specific training needs for individual departments or teams.
- Reviewed training programs regularly and realigned strategies to meet changing needs.
- Delivered in-house training sessions to existing employees to roll out new processes, rules and technologies.
Education
Certificate II in Business - Business
CDU Charles Darwin University
11.2022
Mararra Christian Collage
11.2022
Certificate III in Retail - Retailing
GTNT/Collins Foods
10.2021
Skills
- Problem-Solving
- Time Management
- Customer Service
- Team Building and Leadership
- Decision-Making
- Training and mentoring
- Customer Relations
- Team Development
- Work Prioritization
- Delegating Work
- Customer Relationship Management (CRM)
- Performance Evaluation
Acknowledgements
- Just after 1 year of working for KFC I was offered the opportunity to be trained as a team member trainer, this includes responsibilities such as training team members, making sure policy and procedure is followed and certifying staff members to do certain tasks.
- As of 01/04/22 at just 17 years of age I have been selected to be trained at my store as a shift supervisor, this comes with responsibilities such as leading a shift, ensuring the wellbeing of everyone in the store closing the store at the end of the shift.
- After being with Menzies Aviation for only just over a year I have already progressed to be a supervisor across multiple airlines such as Virgin Australia, Jetstar, Singapore Airlines, Alliance and Bonza.
Placements
Halikos Group, 1 week, Working with a major team, dealing with past and present files, filing techniques, working with stock takes, accounts payable and tax invoices.
Timeline
Customer Service Supervisor
Menzies Aviation – Darwin International Airport
10.2023 - Current
Customer Service Officer
Menzies Aviation – Darwin International Airport
01.2023 - 10.2023
2nd Assistant Manager
Collins Foods – KFC Coolalinga
11.2022 - 08.2023
Shift Supervisor
Collins Foods – KFC Coolalinga
09.2022 - 11.2022
Team Member Trainer
Collins Foods – KFC Coolalinga
07.2019 - 09.2022
Certificate II in Business - Business
CDU Charles Darwin University
Mararra Christian Collage
Certificate III in Retail - Retailing
GTNT/Collins Foods
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