● Resume

Christine Boyle

                                               

Personal Details

• 154b Lawley Street, Yokine WA 6060
• Mobile: 0415 572 989
• Email: clboyle@our.ecu.edu.au

Career Summary

When I began my studies at Edith Cowan University, my career started with a Service Assistant position at Coles Supermarket in Claremont. During this time I impressed a customer with my high level of service, and they offered me the position of Senior Concierge in the pre-opening team at The Richardson Hotel & Spa. I later secured a position at Globetrotter Corporate Travel as Accounts Payable Manager to gain experience that would supplement my studies. After taking a break from employment to study full-time for two years I returned to The Richardson Hotel & Spa in the position of Night Auditor. I am currently appointed to the position of Ward Clerk for Bentley Health Service, a role taken to further my skills in the health industry.

Career Objective

To obtain a position where my experience in customer service and administration, together with my skills in research, critical evaluation, analytical thinking and problem solving, will be used to support individuals and families who require help with personal self-development, referrals, advocacy and case management in relation to accommodation, education and financial hardship, to reduce social inequality and to promote a caring and inclusive community.

Qualifications

• Bachelor of Arts Psychology, Edith Cowan University, 2011
• Bachelor of Business: Major in Accounting & International Business, Edith Cowan             University, 2010

                                               

Competencies

·    Communication – capable of communicating without ambiguity and adapting to different audiences, and have highly developed report and essay writing skills

·    Interpersonal awareness – extensive experience in dealing with enquiries and complaints from customers or clients, able to relate to people of different cultures

·    Customer service – dedicated to providing customers and clients with the highest level of service and experienced in clarifying needs and advising clients about services, opportunities and assistance

·    Team work – capable of working in a team environment and willing to contribute to the setting of team objectives and planning strategies

·    Problem solving – able to analyse a problem, identify issues and develop innovative solutions

·    Time management – able to prioritise, organise and complete work within set time lines and manage conflicting demands

Employment History

Oct 2011 – Current

Position:         Ward Clerk, Bentley Health Service

Relevant Responsibilities:

• Provision of ward clerical services
• Reception duties
• Medical record maintenance
• Provide a front line service to clients of the hospital
• Receive and process admissions and discharges for the ward

Jan 2011 – Jun 2011

Position:         Night Auditor, The Richardson Hotel & Spa

Relevant Responsibilities:

• Process guest arrivals and departures
• Make reservations on behalf of guests
• Train new employees in Night Audit and Front Office operations
• Conduct Night Audit of hotel revenue daily
• Resolve issues when Manager on Duty
• Provide a central information desk for guests, business clients and staff members
• Assist with room service in the evenings

Oct 2007 – Oct 2008

Position:         Accounts Payable Manager, Globetrotter Corporate Travel

Relevant Responsibilities:

• Process Accounts Receivable client invoices
• Manage the corporate credit cards, courier accounts, outgoing EFT/cheque payments
• Maintain petty cash float
• Maintain data entry processing for Accounts Payable and overhead accounts
• Investigate client and supplier enquiries
• Monthly reconciliations

Aug 2006 – Aug 2007

Position:         Senior Concierge / Guest Registrations Agent, The Richardson Hotel & Spa

Relevant Responsibilities:

• Process guest arrivals and departures
• Train new employees in Front Office Operations
• Relief Night Auditor for 2 days a week
• Resolve issues when Manager on Duty
• Prepare weekly invoices for long-stay guests
• Maintain guest services and amenities
• Assist with room service

Oct 2004 – Aug 2006

Position:         Service Assistant, Coles Supermarket - Claremont

Relevant Responsibilities:

• Cashiering
• Assist customers with enquiries and check-out processing
• Train new employees in customer check-out services

Training & Professional Development

• Peer Mentor, Resistance and Persistence Transition Support Program (RaPTS), Edith Cowan University, 2011 – current
• Volunteer in Homeless Connect Program, Homeless Connect Australia, 2011
• Responsible Service of Alcohol (RSA) Certificate, Clubs WA, 2011
• Liquor Licensing Certificate (LLC), Clubs WA, 2011
• Senior First Aid Certificate, Red Cross, 2007

Current Study

• Honours: Psychology, Edith Cowan University, eight units to complete.

Personal Attributes

·    Intelligent and perceptive with a clear head for identifying problems and finding solutions

·    Polite and helpful with anyone who needs assistance, be they staff or clients

·    Willingness to learn new skills and make a positive contribution

·    Ability to make valid decisions under pressure while carrying an exceptional workload

·    Am compassionate and professional, able to relate to people of different cultures

·    Am self-motivated, can use initiative and work well in an unsupervised position

·    Acutely sensitive to the need for tact and diplomacy when dealing with clients

·    Personally organised with excellent time management skills

Referees

           

• Taya Reid

Front Office Manager, The Richardson Hotel & Spa

Phone: (08) 9217 8888

• Bob Moors

Director of Finance, Globetrotter Corporate Travel

Phone: (08) 9442 0100

Interview Preparation Notes

        

1. Examples that demonstrate my skills.

Business international studies:

·         Majority were international students that spoke English as 2^nd language

·         INB3202 business plan assessment involved group members with limited English writing and oral skills

·         Result of assessment was 98% and group members improved English

·         Studied cultural diversity increased my awareness and taught me to be respectful of all people regardless of background

·         Degree gave me broad knowledge about the culture, customs, beliefs and values of various countries, including China, Japan, Korea, UK and Australia

ECU Peer Mentoring (RaPTS) Program:

·         Helped 1^st year psychology students in transition to University and with enquiries related to coursework and life on campus

·         Aim to reduce student attrition rates and prevent them from feeling isolated or overwhelmed

·         Encouraged communication via group discussion board, email or telephone

·         Interpersonal skills: active listening, reflecting back, empathy, establishing rapport and honesty

Dealing with guests at The Richardson Hotel:

·         From all over the world, with various nationalities, languages and cultures

·         Local leisure guests, international businesspeople and high demanding celebrities

·         Required to be professional, courteous and respectful to guests at all times

·         Some guests had no or limited English required patience, others had special dietary or room requirements

·         My role was to anticipate and satisfy as much of guests needs as possible so they would feel comfortable

Working night shift at The Richardson Hotel:

·         Required self-sufficiency and independence as shift between 11pm – 7am

·         All issues needed to be resolved quickly and without assistance to minimize disruption to guests

·         I created a policy and procedure manual for Front Office team for computer troubleshooting and other potential issues with solutions

·         Instance where group 10x guests departing 3am, computer system and telephone network went offline

·         I had no guest names, contact details, payment details – so when they departed I asked them to re-provide these for settlement at later time when computer system reset

·         Afterward settled all accounts correctly and ensured each guest received payment invoice

·         Guests were appreciative of my ability to remain calm and professional during issue and for being considerate of their time constraints – flights booked

Teamwork on night shift:

·         2 staff members only on each night shift

·         Distribute evenly any additional workload

·         Alternate between who performed which duties to give each staff member opportunity to practice skills that were not performed often

·         Instance – one team member greets and check-ins guest while second team member assists with luggage and escorts guest up to room

·         Encouraged staff to be active throughout the shift

·         Feedback indicated team felt system improved equality, communication and training in the team

Managing competing priorities as Night Auditor:

·         All tasks needed to be performed as set times on shift to prepare hotel for the following day of movements

·         As Night Auditor I was only staff member on shift with knowledge and skills to perform several tasks such as night audit, training, room service and room showings

·         If problem occurred or if high guest activity this would get priority, but tasks still needed to be performed at set times

·         Training new staff in procedures was time consuming and added pressure as they needed practice in areas but at the same time I needed to complete the tasks for my role specifically, I needed to balance priorities

·         I showed I was good at managing time and priorities as I was willing to take on additional tasks and my employers felt that they could delegate tasks to me

Building rapport with suppliers at Globetrotter Corporate Travel:

·         When started with company data entry was not up to date, payments to creditors were behind

·         Receive up to 20 calls per day from creditors following up on payment

·         Worked hard to quickly get data entry up to date

·         Negotiated temporary payment terms with suppliers in meantime

·         Within 4 months data processing was manageable on a daily basis

·         Only up to 2 creditors called per day following up on payment

·         Made regular payments to all company’s accounts

·         Improved the company’s reputation with suppliers to reliable status

·         Suppliers were willing to approve applications for charge back contracts for Globetrotter Corporate Travel

·         This meant clients could invoice their hotel and car hire charges back to the company rather than pay direct

Participation in the Homeless Connect program:

·         Volunteer work in November 2011 for one day

·         It is an initiative to help the homeless take a step on the path out of homelessness

·         The program provides information and a connection to ongoing services such as housing, employment, government assistance, legal services and more

2. Additional information.

·         I intend to continue studying at Edith Cowan University part-time completing my Honours, and hopefully my Masters and Doctorate; otherwise I will be completing 2 years supervised training to become a qualified Psychologist. I believe this position will help me improve my interpersonal and counseling skills further, as well as give me industry experience in a similar role.

·         I developed my critical evaluation and assessment skills while studying the Bachelor of Arts Psychology course. I regularly used these skills in essay and report writing and when conducting research. I have performed these skills so often that they have become second nature to me.

·         I have observed my mother perform her work as Child Protection Worker at the Department for Child Protection many times. I understand firsthand the procedures and policies involved in this kind of role, which I believe is fairly similar to the Assessment Officer position.

·         While employed recently at The Richardson Hotel I identified that the training of new staff members was inconsistent. I developed a training manual to assist with this that included step by step procedures and company policy for all tasks that could be performed within the Front Office department. I also made it compulsory for all existing night staff to read this manual and to adjust the manner in which they perform tasks if it didn’t correspond correctly with the manual. This streamlined staff performance so that we provided a consistent and high quality service to guests. It also, identified which staff members required additional training and in which areas.

3. Final statement.

I studied Psychology at University because I wanted to change into a career that would fulfill my passion of helping others. I am fully committed to this type of work. I have enjoyed my studies and the volunteer programs I have participated in. I am very excited to begin a position that will give me the opportunity to make a substantial contribution to the community in areas such as homelessness and the welfare of children and families. I can assure you that if I am successful in gaining this position, I will continue to provide a high standard of professional service. Thank you for the opportunity to present my case.