Zali Hinschen
Cannonvale,QLD
Summary
Experienced Customer Service Supervisor with an exceptional customer service and strategic development track record. Skilled in building strong working relationships with teams, driving performance, and achieving objectives. Recognized for attention to detail and dynamic customer engagement skills. Results-driven professional. Also excelled as a reliable Reservations Agent, promoting efficiency in phone call handling, email response, and problem-solving. Currently completing a working holiday in Canada and scheduled to return to Australia on April 29th, 2025.
Overview
9
9
years of professional experience
Work History
Housekeeping Room Attendant
Pan Pacific Hotel
11.2024 - Current
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
- Sanitized all kitchen surfaces, wiped down cabinets, and swept and mopped floors
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Provided exceptional customer service when interacting with guests during their stay, creating a positive impression of the hotel''s commitment towards excellence.
- Improved room turnaround times by efficiently managing daily tasks and prioritizing room assignments.
Laboratory Technician
ALS Global
06.2023 - Current
- Prepared and assured accuracy of standards and reagents needed for analyses.
- Performed routine lab and department maintenance to keep area clean and orderly.
- Coordinated and managed laboratory projects and experiments.
- Prepared samples for analysis by performing complex sample preparation tasks.
- Maintained safe, tidy and organized laboratory environment for accurate test results.
- Monitored and documented safety standards to verify compliance.
- Registered and prepared samples for general analytical testing through data entry, weighing and physical homogenization.
Reservations Agent
Cruise Whitsundays
11.2022 - 06.2023
- Utilized advanced reservation software systems effectively to manage bookings, track availability, and update guest records accurately.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Handled billing information over phone.
- Resolved various issues and discrepancies for customers.
- Ensured seamless communication between front desk staff and reservations department for smooth guest check-in experiences.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided customers with information about availability and pricing.
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
Customer Service Supervisor
Woolworths Group
07.2016 - 11.2022
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
Education
High School Diploma -
Proserpine State High School
Proserpine, QLD11.2018
Skills
- Team Management
- Work Planning and Prioritization
- Sample Logging
- Data Analysis
- Customer Engagement
- Reservations assistance
- Continuous Improvement
- Staff Development and Training
Timeline
Housekeeping Room Attendant
Pan Pacific Hotel
11.2024 - Current
Laboratory Technician
ALS Global
06.2023 - Current
Reservations Agent
Cruise Whitsundays
11.2022 - 06.2023
Customer Service Supervisor
Woolworths Group
07.2016 - 11.2022
High School Diploma -
Proserpine State High School