Summary
Overview
Work History
Education
Skills
Additional Information
Tennis
Work Availability
Quote
Timeline
Hi, I’m

Alana Bird

Customer Service
Taupo,WAIKATO
Alana Bird

Summary

I have worked within the customer service industry for over 25 years. In this time I have obtained a wealth of knowledge and skills in administration, Excel, Word, Outlook, attention to detail, accuracy, customer services, sales and management. I maintain to provide a high level of service. I am ambitious, and have a strong work ethic, adaptable to change, efficient, effective listening and customer service focused. I work well in a team or individually, an am willing to learn new skills. Product knowledge and learning contributes to my confidence in the exceptional personalised service experienced by the client. I am committed to contribute to you and your clients the skills that I have to offer.


Overview

12
years of professional experience

Work History

Golden Fern Ltd

General Manager
02.2020 - 10.2021

Job overview

  • As a hostel manager my duties include to apply and provides, develops, manages and trains staff
  • Tobe able to deliver and maintain quality service to their guests
  • To train and hire an adequate staffinglevel in order to have a good ratio of staff to guests
  • This will ensure that guests are comfortable, andtheir needs are met at all times
  • Supervises and appoints frontline staff that will train and handle the new guests
  • Oversees the hostel's management and carries out regular supervision
  • Attends to guests needs, as wellas their complaints
  • In exchange of the complaints made, I offered an extra service to appease the guests
  • As the hostel manager I was in charge of planning and carrying out marketing strategies in order to makea name for his hostel
  • In charge of the budgeting of the staff's payroll as well as the utility bills
  • Updatedthe database which serves as an inventory of all the things found in the hostel
  • Which helps in trackingwhich light bulbs, bathtubs or sinks need replacing
  • Required and conducted regular staff meetings inorder to remind staff to ensure the guests safety and overall happiness while staying in their hostel
  • Knowledge and Skills requirements
  • Commitment to strong leadership skills
  • Courteous, a good problem solver, and excellent verbal andnon-verbal communication skills
  • Up to date information of the care service framework, contractualframework, and other available services
  • Knowledge on basic housing laws that can either make or breakthe hostel's name
  • Working Conditions
  • Minimum 40 hours a week but varies on the tasks that I had to finish on a daily basis
  • As the hostelmanager I provided support and was on call as needed out of the usual office hours, live in position.

New World Supermarket

Assistant Manager
11.2018 - 01.2020

Job overview

  • Responsible for performing all the duties and job functions of an experienced Deli Clerk
  • Required tofollow approved procedures for receiving product, price marking, and restocking cases to ensure qualityprotection, accuracy, and product rotation, Inventory control procedures to maximize product freshness,quality, turnover, and availability for maximum sales
  • Assisted customers and properly merchandise products in display cases and price correctly accordingto company standards
  • And as the Assistant Deli Manager I assumed the responsibility of Deli Managerin his/her absence
  • Manage daily activities of employees to improve sales performance
  • Supervise employees in various duties such as cooking, serving, packaging, and operating counters
  • Manage product storage, maintenance and rotation activities to avoid any damages or spoilages
  • Assist in preparation of inventory and sales budgets
  • Analyze profit and loss statements and recommend improvements to meet department goals
  • Schedule and assign works for associates on daily basis
  • Assist in interviewing, hiring and training associates
  • Provide training to staff on company policies and sales guidelines
  • Respond to queries and complaints from both customer and employee
  • Ensure employees follow company policies and store rules
  • Coordinate with employees to operate the Deli store to achieve sales goals
  • Develop sales promotion programs to attract more customers
  • Ensure that products are properly labeled with prices and dates
  • Monitor and maintain stock inventory levels to avoid over and under stock problems
  • Interact politely with clients while solving problems related to sales, dissatisfied service and issuesregarding store operation
  • Operate all food preparation machines and equipment
  • Receive, unload and stock the food items
  • Ensure that facility is maintained neat, clean and safe.

Stats NZ

Census Statistics Collection Officer
10.2018 - 11.2018

Job overview

  • Documented daily interactions in computer database and updated information.
  • Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
  • Visited premises of customers to directly.
  • Entered client details and notes into system for interdepartmental access and review.

Census Officer

Job overview

  • Visiting people's homes to update the census
  • Building trust and ensuring confidentiality
  • Encourage people to complete the online questionnaire
  • Helping people understand the importance of the census
  • Answering questions and overcoming objections
  • Working as part of a team and meeting daily quotas

Mt Ruapehu, Ruapehu District

HR Assistant
04.2018 - 10.2018

Job overview

  • Assisting with day to day operations of the HR functions and duties
  • Providing clerical and administrative support to Human Resources executives
  • Compiling and updating employee records (hard and soft copies)
  • Process documentation and prepare reports relating to personnel activities (staffing, recruitment,training, grievances, performance evaluations etc)
  • Deal with employee requests regarding human resources issues, rules, and regulations
  • Assist in payroll preparation by providing relevant data (absences, bonus, leaves, etc)
  • Communicate with public services when necessary
  • Properly handle complaints and grievance procedures
  • Coordinate communication with candidates and schedule interviews
  • Conduct initial orientation to newly hired employees
  • Assist our recruiters to source candidates and update our database
  • Requirements and skillsexperience as an Assistant or relevant human resources/administrative position
  • Fast computer typing skills (MS Office, in particular)
  • Basic knowledge of labor laws
  • Excellent organizational skills
  • Strong communications skills

Downer Group

Dump Truck Operator
01.2014 - 01.2015

Job overview

  • Hauled materials for road construction, large industrial use, construction and agriculture.
  • Manoeuvred trucks to correct locations for material drops, working with large equipment operators to correctly position loads for best distribution.
  • Inspected truck equipment and supplies such as tires, lights, brakes, gas, oil and water.
  • Monitored loading of iron ore materials to maintain truck load capacity maximums and adhere to roadway load limits.
  • Safely drove truck and materials to various destinations in Western Australia.
  • Operated with safety and skill to avoid accidents and delays.
  • Maintained required daily logs, vehicle inspection records and mileage.
  • Operated vehicles according to local, regional and federal transportation regulations.
  • Inspected vehicle before and after trips and logged and reported mechanical problems to avoid unsafe hazards.
  • Complied with truck driving rules as well as company policies and procedures regarding safe vehicle operations.
  • Maintained telephone and radio contact with supervisor to receive delivery instructions.

Dump Truck Driver

Job overview

  • Transporting crushed rock, sand, and gravel to and from specifiedlocations
  • Verifying the types of materials being transported and ensuring that they do not exceed weightrestrictions
  • Ensuring that the materials are loaded correctly onto the dump truck
  • Inspecting the dump truck before and after every trip, which includes checking the oil, gas and waterlevels as well as the lights and tyres
  • Promptly reporting any accidents, injuries or mechanical faults to management
  • Maintaining accurate driver logs
  • Complying with all safety rules and regulations
  • Pre-start safety Check / inspections
  • Recorded every day
  • Fly in Fly out 2/1

ANZ Banking Group

Senior Personal Banker
02.2010 - 03.2014

Job overview

  • Cross-sold bank products and services to meet customer needs and provide options.
  • Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
  • Worked closely with management to strategise sales techniques to increase branch production and customer service.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Networked to increase client base and encourage existing clients to expand financial portfolios.
  • Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
  • Promoted financial products by maintaining excellent service offering knowledge.
  • Processed deposits, withdrawals and ACH transfers accurately.
  • Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
  • Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
  • Educated customers on online banking and mobile banking applications.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Assisted customers with banking needs and inquiries.
  • Maintained friendly and professional customer interactions.
  • Cross-sold credit cards, loans and other bank products.
  • Processed applications for new accounts.
  • Counted, verified and handled bank deposits and armoured car transactions.
  • Performed account maintenance by closing out accounts and changing customer addresses.
  • Handled various accounting transactions.
  • Arranged monies received in cash boxes and coin dispensers according to denomination.
  • Processed wide variety of retail banking transactions for personal and commercial customers.
  • Executed wire transfers, stop payments and account transfers.
  • Followed up with customers to gather feedback and provide additional assistance.

Personal Banker

Job overview

  • Aid customers in opening, managing, and optimizing their bank accounts and other products
  • Pursue leads and potential customers to expand services and products offered
  • Provide advisory services for clients regarding available financial services
  • Refer clients to financial specialists in the event of specialized needs
  • Resolve issues regarding customer accounts
  • Perform other administrative duties (such as data entry into in-house software)
  • Knowledge of best practices and regulations involving personal banking
  • Experience in sales and/or customer service
  • Working knowledge of MS Office software is required; knowledge of banking software is an asset
  • Excellent communication skills
  • Bachelor's Degree in Accounting, Finance, or similar quantitative field
  • Basic understanding of retail banking products and services

Education

Kelmscott Senior High School
Perth, WA

High School Diploma
1997

University Overview

BUSINESS CERTIFICATE 1, 2017

  • Completed Studies in: ASETS Certificate in Use Business Equipment and Resources, 2017
  • Completed Studies in: ASETS Certificate Apply Basic Communication Skills, 2017
  • Completed Studies in: ASETS Certificate Operate a Personal Computer, 2017
  • Completed Studies in: ASETS Certificate Develop Keyboard Skills, 2017
  • Completed Studies in: ASETS Certificate Plan Skills Development, 2017
  • Completed Studies in: ASETS Certificate Contribute to Health and Safety of Self and Others, 2017


BUSINESS CERTIFICATE 2, 2017

  • Completed Studies in: ASETS Certificate in Process and Maintain Workplace Information, 2017
  • Completed Studies in: ASETS Certificate in Organise and Complete Daily Work Activities, 2017
  • Completed Studies in: ASETS Certificate in Create and use Spreadsheets, 2017
  • Completed Studies in: ASETS Certificate in Use Business Technology, 2017
  • Completed Studies in: ASETS Certificate in Communicate in the Workplace, 2017
  • Completed Studies in: ASETS Certificate in Work Effectively in a Business Environment, 2017
  • Completed Studies in: ASETS Certificate in Contribute to Workplace Innovation, 2017


HOSPITALITY

  • Completed Studies in: ASETS Certificate 1 in Hospitality, (Use Hygienic Practices for Food Safety),2017
  • Completed Studies in: One Star Certificate in Food Safety and Hygiene Training, 2016
  • Completed Studies in: ASETS Certificate 1 in General Education ( Introduction to Workplace Health and Safety, 2016
  • Completed Studies in: Operational Management Training (Covering Basic Food Hygiene & Prevention of Contamination), 2019


ROYAL LIFE SAVING

  • Completed Studies in: Royal Life Saving Heart Beat Club (Baby and Toddler Drowning Prevention Program and Children's Cardiopulmonary Resuscitation skills and knowledge workshop), 2016



Skills

  • Providing Feedback
  • Detailed Instruction
  • Active Listening
  • Participant Observation
  • Data Input Software
  • Team Meetings
  • Policy Adherence
  • Public Relations
  • Route Planning
  • Persuasive Communication
  • Field Operations
  • Data Accuracy
  • Census Procedures
  • Data Collections
  • Onsite Visits
  • Staff Development
  • Staff Training
  • Food Preparation and Safety
  • Profit and Loss Accountability
  • Total Quality Management
  • Safety Protocols
  • Customer Experience
  • Team Leadership
  • Facility Management
  • Staff Management
  • Supervision and Training
  • Store Maintenance
  • Stock Management
  • Quality Control
  • Critical Thinking
  • Customer Service
  • Closing Sales
  • Merchandise Orders and Exchanges
  • Filing
  • Prioritization
  • Food Safety and Sanitation
  • Hospitality Management
  • Guest Check-In
  • Customer Rapport
  • Guest Satisfaction
  • Guest Complaint Resolution
  • Customer Care
  • Front Desk Operations
  • Hospitality and Service Knowledge
  • Station Preparation
  • Hospitality Best Practices
  • Room Assignments
  • Operational Improvements
  • Clerical Support

Additional Information

Additional Information
  • Personal Details, Eligible to work in Australia: Yes

Tennis

Tennis

I am an experienced and a social tennis player, as I had been coached and played within a club for a numerous amount of years. It is am enjoyable hobby as it allows me to contribute to my fitness and social wellbeing.

Availability
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Quote

Be more concerned with your character than your reputation, because your character is what you really are, while your reputation is merely what others think you are.
John R. Wooden

Timeline

General Manager
Golden Fern Ltd
02.2020 - 10.2021
Assistant Manager
New World Supermarket
11.2018 - 01.2020
Census Statistics Collection Officer
Stats NZ
10.2018 - 11.2018
HR Assistant
Mt Ruapehu, Ruapehu District
04.2018 - 10.2018
Dump Truck Operator
Downer Group
01.2014 - 01.2015
Senior Personal Banker
ANZ Banking Group
02.2010 - 03.2014
Census Officer
Dump Truck Driver
Personal Banker
Kelmscott Senior High School
High School Diploma

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