Zoe Grace
Summary
A dedicated Guest Service Agent focused on delivering exceptional customer experiences. Driven to expand knowledge and skills while seeking personal growth and exceeding expectations. Eager to learn and tackle any challenge with a can-do attitude. Strong commitment to regulatory compliance and safety, always striving for continuous improvement. Utilizes strong analytical skills and attention to detail to provide the highest level of service possible.
Overview
9
9
years of professional experience
Work History
Guest Service Agent
Virgin Australia
08.2018 - Current
- Implementing professional customer service in a positive manner to ensure guests are assisted to the highest level of customer expectation.
- Adhering to Ground Operations processes and procedures, including the processing/acceptance of Dangerous Goods and following Standard Operating Procedures.
- Experienced Flight Close Operator in the Airport Control Office for 3 years and currently serving.
- Managing on-time flight closings while addressing overbooked flights, seat assignments, standby clearances, and internal phone call support.
- Supporting front line team members during peak periods, ensuring efficient operations under high-pressure situations.
- Demonstrating strong time management skills to consistently strive to deliver on-time performance and maintain flight punctuality.
- Collaborating with front line team members to address any delays or cancellations during flight disruptions, providing prompt updates and recovery plans.
Beauty Advisor
Sephora
08.2015 - 06.2018
- Providing customers with a luxury shopping experience whilst educating them on the products available in-store.
- Collaborated with team members to achieve monthly sales targets and ensure smooth store operations.
- Assisted in visual merchandising, making product displays more attractive and shopper-friendly.
- Participated in ongoing training sessions to continuously improve skills and stay informed about the latest innovations in the beauty industry.
- Developed in-depth product knowledge and kept up to date with latest trends in beauty to avail of resources and apply best practices.
- Conducted skin analysis procedures to recommend suitable skincare routines, enhancing customer trust.
Education
CUF50407 Diploma of Specialist Makeup Services - Make-Up
The Australasian College Broadway
Sydney, NSW12.2014
Certificate II - Make-Up
Napoleon Perdis Makeup Academy
Sydney, NSW08.2014
Higher School Certificate -
Moriah College Queens Park
Sydney, NSW10.2013
Skills
- Problem-solving
- Time management
- Excellent written and verbal communication skills
- Proficient in Sabre Software and Microsoft Office Suite with the power to adapt to new programs quickly
- Customer service
- Attention to detail
- Dedication and commitment to safety
- Operational requirements
- Professionalism
- Regulatory compliance
- Customer rapport
- Teamwork
references
Hinda Osman Ali - Senior Airport Service Agent, Qatar Airways
0411 093 834
Sarah Abouchakra - Terminal Coordinator, Melbourne Airport
0434 834 734
Alice Fuentes - Wholesale Visual Merchandiser, Levi's
0404 821 306
Timeline
Guest Service Agent
Virgin Australia
08.2018 - Current
Beauty Advisor
Sephora
08.2015 - 06.2018
CUF50407 Diploma of Specialist Makeup Services - Make-Up
The Australasian College Broadway
Certificate II - Make-Up
Napoleon Perdis Makeup Academy
Higher School Certificate -
Moriah College Queens Park
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