CONFIDENTIAL RESUME 2015

ANNE AGIUS

Email: ag12@y7mail.comWebsite: http://vocebohx.wix.com/anne

OBJECTIVE: ___________________________________________________

My career objective is to excel in customer service and supersede employer expectation, by way of smart work; I want to be the best in the business.

EXPERIENCE:_______________________________________________________

1991 – 1995 Software Express Melbourne City – VicRod Irving Electronics Melbourne City – Vic

Clerical/Receptionist – Accounts Payable – Customer Service Representative

Liaising with key suppliersEnd of month reconciliationAccounts Payable using MYOBFirst point of contact/meeting and greetingOffice all rounder/Clerical Duties and DispatchAll areas of customer service/problem solving/prioritisingPresentation and sales of Specialised Graphic Design SoftwareAnswered 19 Line Commander Phone System/ appointment setting

Reason for Leaving: Adjoining company went into receivership

1996 – 1999 Information Potential/Technology Melbourne City - VicCorporate Sales Consultant/Support – Client Relationship Manager

Answered directly to the Managing DirectorAchieve incremental revenue growth within portfolio through the delivery of new- products, services and solutionsLeverage internal and external relationshipsEnsure compliance of mandated product and service standardsCustomer Accounts Management/maintain a corporate databaseDevelop robust strategies to drive retention within existing accountsDevelopment of key account plans/successfully analyse business needsManage client forums to facilitate the implementations of new productsCorporate Sales: generating, following up and closing/after sales supportAligning needs to ensure the growth of profitable relationships within key clientsManaging a small but high value portfolio of corporate clients

Reason for leaving: For-closure; business re-located interstate

Continued overleaf…

References available upon request…EXPERIENCE Continued…____________________________________________

1999 – Professional Window Cleaning Service (for display homes)

1999 – In-house child minding (private)2004 – Chemist Warehouse (Pharmacy – Cahier)2011 – Question Mark (Retail Store - 2nd Job)2012 – Hunky Dory, Port Melbourne (Waitress - 2nd Job)2012 – The Olive Tree *****Restaurant – (Waitress)

2000 - 2002 Australia and New Zealand Bank Customer Service Specialist:

Process routine account transactions. Open accounts, including savings and checking. Help customers fill out deposit and withdrawal slips. Use adding machine. Disburse money to customers. Validate the deposit slip and stamp it by machine. Check for photo identification. Assist customers at the drive-through window. Greet people warmly and direct them to appropriate bank personnel. Handle loan payments and cash checks. Sell traveler’s checks and money orders. Collect loan and utility payments. Promote bank products. Record all transactions. Report suspicious activity to police. Exchange foreign currency. Count cash at beginning and end of shift. Balance currency, cash and checks in cash drawer at end of each shift.

Reason for Leaving: Re-locating to Melbourne, place of birth

2002 – 2006 Commonwealth Bank Melbourne City, VicCustomer Service Specialist

Large sum money handlingCross-selling the bank's products and servicesGenerating and closing over the counter salesAll aspects of telling/business and personal bankingAccurately process and handle routine customer transactionsExceeding performance standards and employer expectationsCustomer Service, appointment setting and after sales supportMeeting and exceeded sales targets; 308% of sales targets (best score)Worked well under immense pressure and held in high regard by all customers

Continued overleaf…

References available upon request…

EXPERIENCE Continued…____________________________________________

2010 – Starbucks Coffee, New Zealand Shift Supervisor/ Customer Service Counter Staff

Customer service experience in a retail or restaurant environment - 6 Months  

Integrity and honesty is required; and knowledge that promote the culture, val-ues and mission of Starbucks.

Maintain a calm demeanour during periods of high volume or unusual events to keep store operating to standard and to set a positive example for the shift team.

Anticipate customer and store needs by constantly evaluating environment and customers for cues.  Communicate information to manager so that the team can respond as necessary to create the Third Place environment during each shift.

Assist with new partner training by positively reinforcing successful perform-ance and giving respectful and encouraging coaching as needed. Provide feed-back to store manager on partner performance during shift.

Contribute to positive team environment by recognizing alarms or changes in partner morale and performance.

Create a positive learning environment by providing clear, specific, timely and respectful coaching and feedback to partners on shift to ensure operational ex-cellence and to improve partner performance.

Deliver legendary customer service to all customers by acting with a customer comes first attitude and connecting with the customer. Discovers and responds to customer needs.

Develop positive relationships with shift team by understanding and address-ing individual motivation, needs and concerns.

Execute store operations during scheduled shifts. Organizes opening and clos-ing duties as assigned.

Follow Starbucks operational policies and procedures, including those for cash handling and safety and security, to ensure the safety of all partners during each shift.

Follow all cash management and cash register policies and ensures proper cash management practices are followed by shift team.

Follow up with baristas during the shift to ensure the delivery of legendary customer service for all customers.

Provide quality beverages, whole bean, and food products consistently for all customers by adhering to all recipe and presentation standards. Follows health, safety and sanitation guidelines for all products.

Recognize and reinforces individual and team accomplishments by using ex-isting organizational tools and by collaborating with store manager to find new, creative, and effective methods of recognition.

Utilize operational tools to achieve operational excellence during the shift. Maintain regular and punctual attendance

 Reason for Leaving: Returning to Australia (Working Holiday)

Continued overleaf…References available upon request…

EXPERIENCE Continued…____________________________________________

2010 – Hotel Debrett ***** (Five Star Hotel), New ZealandDishwasher and Kitchen Hand

Kitchen hands may perform the following tasks:

Wash and clean utensils and dishes and make sure they are stored appropri-ately

Handle, sort, store and distribute food items Wash, peel, chop, cut and cook foodstuffs, and help prepare salads and

desserts Sort and dispose of rubbish and recycling Organise laundering of kitchen linen Clean food preparation equipment, floors and other kitchen tools or areas Operate an Industrial Dishwasher

Reason for Leaving: Returning to Australia (Working Holiday, 2nd Job)

2010 – Sims Sydney Outbound Telesales/ Customer Service Operator

Selling a range of products and services, to both new and existing clients (no script)Working on high quality appointment setting campaignsMarketing B2B outbound telesales callsConveying technical information to customersClosing sales and making plans to gain repeat businessAttending tradeshows and industry eventsPerforming administrative dutiesUsing the latest sales softwareBooking appointments for sales representatives to visit potential customersUsing word and excel to write reports/ personal performance management Maximising every sales enquiry

Reason for Leaving: Working Holiday, Sydney CBD

2006 – 2010 Advertising Consultancy and DesignManaging Director/Sole Trader

Multimedia graphic design/ layout and designOn going customer service and after sales supportConcept creation; producing point of sales materialSenior accounts management for specialised clientsCold calling and follow ups; responsible for all correspondenceMobile service delivery of advertising material and door to door salesGenerating revenue through sales and customer service, via office locationHiring and firing – sales representatives and contractors based on performanceJob allocation and roistering; sales and customer service, including office dutiesPaused Business to pursue further studies…EXPERIENCE Continued…____________________________________________

2012 – Arcacia Caravan Park, Northern Country VictoriaGeneral Operations Manager

Restructured pricing for residents, ensure profitable growth for the directors doubling margins within the first three months

Allocating Placement for tents and caravan’s Manage tenancy and enforce rules and disciplinary actions if terms are broken Monitor and hire staff for cleaning and maintenance of grounds, facilities and

structures such as cabins and caravans after each guest Monitor guests and residents to ensure they are adhering to regulations and

appropriate conduct Provide information for guests about local activities, attractions, maps and

directions, and resolve customer complaints or disputes Schedule guests and reservations, process payments and allocate lodging areas Set up or maintain recreation areas, shops and cafes on-site Stay up-to-date with relevant legislative material and regulations to ensure

compliance Online Marketing via General Website to increase tenants and bottom line Blogging and job posts for fruit picking liaising directly with Farmers/ Contractors for fruit picking vacancies on offer Allocating overseas visitors applying for their second year visas for fruit

picking vacancies; and referrals to relevant government services for support. Ensuring fair work practices; hiring and firing Security compliance and key access to company vehicles and front gate. On Call 24/7 – checking in quests arriving in the early hours of the morning.

2012 – Streamline Hospitality Supplies, Northern Country VictoriaCustomer Service and Client Relationship Officer

Deliver Sales talks that I compiled that describe products and services, in order to persuade potential and existing customer to purchase products suited to their needs

Contact businesses or private individuals by telephone to schedule appointments with myself and/or the relevant account managers

Call out’s; visiting customers at their shop location for after sales service during business hours

Call out’s; generating new leads by word of mouth and cold calling to win back previous customer that have gone to our competition (9/10 strike rate)

Thoroughly study products and services, as so to explain them to new and existing customers for increased sales

Maintain client records on database; general contact information and key notes Closing sales in person and over the telephone Sales: generating, following up and closing/after sales support Aligning needs to ensure the growth of profitable relationships within key

clients Managing a list of clients allocate to me by upper management

2010 - 2012 Diploma in Children’s and Community Services (On-line education, NSW TAFE)

EDUCATION:________________________________________________________

1991 – 1993 Melbourne School of Arts Melbourne, VicDiploma in Multimedia Graphic Design – Layout and Design

ACCC – Online with CBA In House, VicTrade Practices Act – Online with CBA In House, VicSecurity Compliance – Online with CBA In House, VicBanking Code of conduct – Online with CBA In House, VicCustomer Service Specialist – Footscray TAFE Footscray, VicCertificate III in Financial Services – Challenger TAFE Melbourne, VicCertificate III in Social Work – Morley Education Centre Perth, WA

INTERESTS:_________________________________________________________

Gym, Long Distance Running, Computers and IT, Finances, Politics, Religion, Busy Places, Social Events, Good Health and General Fitness

SKILLS:_________________________________________________________Software: Current Typing Speed 60WPM

Microsoft Word, Microsoft PowerPoint, Microsoft Publisher, SAP (Intermediate), Microsoft Office, Microsoft Excel (Intermediate), Microsoft Outlook, Corel Draw, Adobe PhotoShop, Quark Xpress, Parallels, MYOB, Money Works, Citrix...

Hardware/Accessories:

Kingston, Creative (wireless blue-tooth technology), Incipio, Tuscano, Cisco, Linksys, Power Traveller, Invisible Shield, Elgato, Toshiba, Compaq, Apple (Intermediate)...

CONCLUSION:______________________________________________________

Ideally I would like to work my way into management, dealing directly with people; as I am intelligently driven, take initiative, possess sound interpersonal skills and work well under immense pressure.

A self starter; my demonstrated strengths are establishing and developing new business and product opportunities within corporate and domestic markets; superseded sales and customer service expectations on all levels.My ability to problem solve, coupled with fifteen years of business related experiences, from customer service to management, I would without a doubt be the ideal candidate for any organisation.______________________________This document may be subject to errors________________