Bronwyn Byrnes
Springdale,New South Wales
Summary
Organized and dependable woman successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Manager of Operations
Disability Services
05.2019 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Implemented cost-saving initiatives, reducing overall operational expenses without compromising service quality.
- Ensured compliance with industry regulations, maintaining a safe working environment for staff members.
- Streamlined operational processes by implementing efficient workflow management strategies.
- Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods.
- Developed strong relationships with suppliers, resulting in reduced costs and better quality products.
- Enhanced team productivity by providing effective training programs and performance management systems.
- Collaborated with other department heads to align organizational goals and maximize efficiency across all departments.
- Mentored junior team members in their career progression pathing endeavors towards managerial roles within the company structure framework.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Assessed risk factors within the business environment proactively, implementing contingency planning measures accordingly as needed to mitigate potential disruptions or setbacks in daily operations proceedings.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Customer Service Specialist
Commonwealth Bank
02.2011 - 03.2019
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained and managed customer files and databases.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Developed customer service improvement initiatives to decrease customer wait times.
- Reduced response time for customer inquiries by streamlining communication processes.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
Corrections Officer
GEO
01.2009 - 04.2011
- Enhanced facility safety by conducting thorough security checks and monitoring inmate activities.
- Supervised inmates during all activities and transfers to monitor compliance and implement corrective actions.
- Reduced inmate altercations by maintaining consistent enforcement of rules and regulations.
- Supported successful emergency response efforts by participating in regular drills and training exercises.
- Conducted pat downs and strip searches of inmates and visitors to prevent contraband from entering facility.
- Prevented contraband introduction through diligent cell searches and visitor screenings.
- Monitored radio transmissions between staff to respond immediately to directions and emergencies.
- Effectively interacted with staff, offenders, visitors and public to maintain security within facility.
- Collaborated with fellow officers to maintain a secure and orderly environment within the correctional facility.
Bar Manager
Myself
06.1998 - 12.2008
- Closed out cash register and prepared cashier report at close of business.
- Created a welcoming atmosphere, fostering a loyal customer base and repeat business.
- Oversaw maintenance tasks for the bar area, ensuring a clean and safe environment for patrons at all times.
- Mentored and trained staff members to ensure exceptional customer service standards.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Maximized customer service by training staff, overseeing operations, and resolving issues.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Maintained high standards of customer service by staying up to date on bar and menu options and providing effective food recommendations for guests.
- Handled conflict resolution among staff members promptly and professionally, maintaining a positive work environment.
- Created effective employee schedules maintaining coverage at peak times and minimizing labor costs.
- Developed strong relationships with suppliers, negotiating favorable terms and pricing.
- Explained daily specials and beverage promotions to exceed daily sales goals.
- Enhanced team productivity through effective scheduling and task delegation.
- Improved customer service rankings by resolving issues quickly and accurately.
- Boosted customer satisfaction by implementing innovative bar management strategies.
- Established rapport with local community organizations to create mutually beneficial partnerships that increased brand visibility.
- Coordinated themed nights attracting different demographics expanding overall clientele.
- Handled customer complaints professionally, resolving issues promptly and effectively.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Motivated staff to perform at peak efficiency and quality.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
Education
Certificate III - Assist in Vet Nursing
Edison
Sydney, NSW1993
Cert III - Office Administrations
Tafe Temora
Temora, NSW12.1989
Skills
- Customer Service
- Staff Management
- Team Leadership
- Customer Retention
- Management
- Client Relationships
- Staff Training
- Customer relations specialist
Accomplishments
- Earned the “Best Customer Specialist” Award in 2013 for going Above and Beyond for Customer Service
- NDIS worker Inductions
- Fund raising for local Cancer Council
- Hotel Customer Service
Certification
Infection Control training. Leadership - Management. Communications for Management. NDIS induction modules. Professional Boundaries. First Aid with CPR. Asthma training, Epilepsy training, Dementia training
hobbies
I love to travel and meet new people. I love adventures and learning new skills. I love people of all ages and genders making me a very non judgemental person.
I love to camp and camp cooking
I like to try my hand at craft and i love to cook.
I like to read
Timeline
Manager of Operations
Disability Services
05.2019 - Current
Customer Service Specialist
Commonwealth Bank
02.2011 - 03.2019
Corrections Officer
GEO
01.2009 - 04.2011
Bar Manager
Myself
06.1998 - 12.2008
Certificate III - Assist in Vet Nursing
Edison
Cert III - Office Administrations
Tafe Temora
Infection Control training. Leadership - Management. Communications for Management. NDIS induction modules. Professional Boundaries. First Aid with CPR. Asthma training, Epilepsy training, Dementia training
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