Mikaela O Sullivan
Brisbane,QLD
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Energetic hospitality professional with can-do attitude and goal to work with public. Dynamic and flexible employee with unparalleled multitasking and team leadership capabilities.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Advisor
Fexco Killorglin
Killlorglin, Kerry Ireland
06.2021 - 04.2022
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Explained charges, fees, terms of sales and service agreements to customers daily.
- Reached out to customers to offer assistance with account and service issues.
- Described product highlights and benefits to help guide purchasing decisions.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Maintained call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns.
- Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel.
- Entered and maintained departmental records in company database.
- Aided colleagues, managers and customers through regular communication and assistance.
- Interacted with customers by phone, email or letter to provide information and updates on issues.
- Helped customers complete purchases over phone.
- Assisted with coordination and hosting of company events.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Informed customers of Compliance regulations and Company Policies.
- Dealt with private data each day following compliance regulations.
Accommodation Assistant and Waitress
Woodlawn House Killarney
Killarney, Kerry Ireland
05.2019 - 05.2021
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Explained details regarding property to acclimate patrons to resort environment.
- Promoted local entertainment and sporting events and offered details to assist patrons.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Waitress / Gift Shop Assistant
Red Fox Inn, Bar And Restaurant
Glenbeigh, Kerry Ireland
06.2017 - 08.2018
- Used cash registers and credit card machines to cash out customers.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Greeted new customers, discussed specials and took drink orders.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Bussed and reset tables to keep dining room and work areas clean.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Inspected dishes and utensils for cleanliness.
- Enlisted coworkers' assistance for multi-order delivery to avoid spilling or dropping food.
- Helped customers find merchandise and assisted with sizing and accessories.
- Assisted with purchases by removing tags and placing purchased merchandise in bags.
- Optimized shop communication by acting as liaison between departments.
Education
Bachelor of Arts - Drama, Theatre And Performance Studies
National University of Ireland Galway
Galway Ireland08.2021
Senior Certificate - Classical Voice
Royal Irish Academy of Music
Dublin Ireland11.2020
Skills
- Multitasking Abilities
- Upbeat and Positive Personality
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Data Entry and Maintenance
- Efficient and Detail-Oriented
- Computer Proficiency
- Proficiency in Microsoft Office
- Patient and Empathetic
Accomplishments
Lead role of “Christine” in The Phantom of the Opera –Youth Production with the Light Opera Society Tralee in Siamsa Tíre in 2016
Kerry School of Music Ceol an Earraigh Spring Music Festival- Awarded 1st Prize in Adult Voice Category in 2019
Winner of the Miriam Murphy Memorial Award for Advanced Vocal Recital from Kerry School of Music and Performing Arts in 2021
Multi Award Winner at Feis Maitiu Cork 2022– Oratorio 1st place- Winner of the J.T Horne Memorial Perpetual Trophy, Early Music- 1st Place-Winner of the Duhallow Award, Opera- 1st Place- Winner of The Operatic Perpetual Trophy, Gold Medal and Bursary, Lieder- 3rd Place. Winner of the Margaret Dillon Memorial Perpetual Trophy for highest combined marks achieved across above 4 classes in Feis Maitiu.
Performed as Lead Soprano Soloist for Kerry Chamber Choir and Orchestra's Handels' Messiah in April 2022 alongside leading internationally acclaimed vocalists
Certification
London College of Music Examinations Merit in Grade 7 TVU Music Performance (LCM) Classical Singing Preliminary Leisure Play
Timeline
Customer Service Advisor
Fexco Killorglin
06.2021 - 04.2022
Accommodation Assistant and Waitress
Woodlawn House Killarney
05.2019 - 05.2021
Waitress / Gift Shop Assistant
Red Fox Inn, Bar And Restaurant
06.2017 - 08.2018
Bachelor of Arts - Drama, Theatre And Performance Studies
National University of Ireland Galway
Senior Certificate - Classical Voice
Royal Irish Academy of Music
London College of Music Examinations Merit in Grade 7 TVU Music Performance (LCM) Classical Singing Preliminary Leisure Play
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