Caysey Klein

Managed teams of approximately 20–25 Customer Service Associates, coaching performance against quality, efficiency, productivity, and adherence KPIs. Led new-hire teams and supported HR processes, timecard, and payroll accuracy.

Provided Team Manager-level leadership coverage during manager leave and staffing requirements. Owned and developed customer-service training content, SOPs, and resource materials, and worked with Team Managers to identify knowledge and performance gaps.

Provided operational and customer-facing support to a family-owned restaurant business when required, including customer service, bookings, functions, and day-to-day assistance.

Handled customer contacts through chat and telephone across order, payment, website, product-search, and third-party seller enquiries. Managed difficult customer interactions through de-escalation, clear communication, and problem solving, and mentored new hires.

Expanded from reception into bar operations, stock control, events, outside catering, and client coordination. Assumed additional event-coordination responsibilities after the Events Coordinator resigned, coordinating event setup, vendors, catering, bar service, equipment, and client requirements.

Coordinated operations across three properties, including bookings, staff support, stock control, guest services, and financial administration. Introduced formal stock-taking processes, room inspection checklists, and SOPs where structured systems had not previously been in place.

Supported a Housekeeping operation of approximately 35–40 staff and coordinated with outsourced cleaning teams. Assumed full departmental operational responsibility and acted as primary point of contact during the Executive Housekeeper’s maternity leave.

Worked across casual Duty Manager, Bar/Barista, and guest-service roles covering bookings, check-in/out, room checks, stock control, guest relations, events, and day-to-day operations.

Completed training in Junior Management, Labour Law, Conflict in the Workplace, Health and Safety, Fire Fighting, Personal Assistant, Receptionist, and Personal Budgeting.

Earned a Certificate in Conference, Exhibition & Events Management.

Studied International Hospitality Management, earning City & Guilds Diplomas in Accommodation Operations & Services, Reception Operations & Services, and Food & Beverage Services.

Completed Grade 12.