Zoe Apperley
Brooklyn
Summary
With extensive experiencing in multiple forms of customer service, I have proven in-depth knowledge of service delivery and multitasking abilities. Polished communication and problem-solving skills have successfully allowed me to provide and develop the best possible customer experience in all roles I have held, notably as a Clients Solutions Specialist at Insignia Financial and as a Restaurant Supervisor at Mooney Mooney Club.
Overview
7
7
years of professional experience
Work History
Customer Service Specialist
Insignia Financial
08.2023 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Implemented key skills such as empathy and active listening in sensitive conversations.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Streamlined call flow processes for more efficient response times and increased productivity.
Restaurant Supervisor
Mooney Mooney Workers Club
11.2021 - 08.2023
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coordinated team members with focus on productivity, efficiency, and enhancing customer experience.
- Adapted the restaurant to suit changing customer needs based on trends and customer feedback.
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Coordinated with kitchen employees and front of house personnel to consistently drive smooth operations.
- Boosted customer satisfaction and service delivery to strengthen customer loyalty.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Cultivated warm relationships with regular customers.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
Crew Member
Hawkesbury River Cruises
06.2017 - 02.2022
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Prepared over 100 meals at a time following restaurant, health, and safety standards and procedures.
- Became familiar with local area to answer questions and make suggestions.
- Adhered to company safety standards, Coast Guard rules, and at-sea rescue procedures.
- Kept kitchen, counter and dining areas cleaned and sanitized.
- Kept drawer balanced by accurately processing cash, credit and debit payments.
- Brewed coffee and tea and changed out drink station syrups.
Restaurant Waitress
Peat's Bite
12.2020 - 06.2021
- Maintained detailed knowledge of specials and currently available items to provide guests with informative menu descriptions.
- Participated in dining room side work such as refilling condiment bottles, preparing menus and arranging silverware packages.
- Performed dining room sanitation tasks such as spill cleanup, table sterilization and removal of apparent waste or refuse.
- Sustained calm and congenial manners during communications with angry guests, directing disgruntled clients to appropriate managers.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Worked in a team to provide smooth and efficient service through a set menu.
Cafe Worker
The Brooklyn Deli
09.2017 - 12.2018
- Wiped, sanitized and maintained floors, facility and equipment to adhere with company standards and procedures.
- Produced food and drink products adhering to company quality and quantity standards.
- Maintained clean and attractive product displays to entice customer purchases.
- Displayed calm and friendly demeanor when addressing and resolving customer issues and complaints.
- Assisted customers with product selection by answering questions about food ingredients and nutritional value.
Education
Certificate III - Community Services
TAFE New South Wales
Gosford, NSW11.2021
High School Diploma -
Ku-ring-gai Creative Arts High School
North Turramurra, NSW09.2020
Skills
- Clear and Strong Written and Oral Communication
- Customer Support through Warmth, Empathy and Understanding
- Staff Training
- Time-Management
- Adaptable
- Attention to Detail
- Work Effectively in Active and Busy Environments
- Avid Learner
- Giving/Receiving Constructive Feedback
- Strong Work Ethic
- Problem Identification and Resolution
Hobbies
- Four-Wheel Driving
- Snowboarding
- Camping
- Travelling
- Soccer
- Abseiling
- Scuba Diving
- Video Editing
Timeline
Customer Service Specialist
Insignia Financial
08.2023 - Current
Restaurant Supervisor
Mooney Mooney Workers Club
11.2021 - 08.2023
Restaurant Waitress
Peat's Bite
12.2020 - 06.2021
Cafe Worker
The Brooklyn Deli
09.2017 - 12.2018
Crew Member
Hawkesbury River Cruises
06.2017 - 02.2022
Certificate III - Community Services
TAFE New South Wales
High School Diploma -
Ku-ring-gai Creative Arts High School
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