• Kayla B
  • Last/current workplace: Serco Group
  • 26 years old from Mount Waverley, VIC


My name is Kayla Bowman, I am 19 years of age and currently unemployed. Until recently I did work at a call centre as a Client Service and Solutions Representative at Serco Group, an international service company, in which I worked as a taxation assistant. As part of the front line customer service team my responsibilities included assisting both individuals and usinesses with their tax affairs, i.e how to lodge returns, re-issuing correspondence, putting through deferrals and suspensions and discussing account details, among other things. Prior to my call centre work, I have also experienced work placement in hotels as a part of my hospitality training, serving as a waitress, room service, and many other roles. Next semester I have applied to do a 6 month long course, which is two days a week to be an Operating heatre Technician. I have a Certificate III in Hospitality, a Responsible Service of Alcohol certificate. In addition, both my customer service and retail experience have provided me with many opportunities to associate with people from several cultures in various customer-based environments and often in high-pressure situations. I believe these experiences qualify me to enable effective communication with a variety of people at different levels and successfully overcome challenging situations. My strengths lie in organization, customer service and being able to work with a team or independently. I have a bright and friendly attitude and am keen to learn the workings of a standardized hierarchy of business goals.

Employment History

  • Serco Group

    • May 2012 - Jun 2013
    Working in an inbound Call Centre, Serco subcontracts for the Australian Tax Office. My job related to phone calls in regards to both individual and business related clients. My job included: • Inbound calls • Indirect customer service • Keeping true to the company’s KPIs • Accessing private and confidential client information • Following scripts so as to give complete correct information
  • Pinewood Cinema

    • Jun 2011 - Jul 2012
    • Direct customer service – Candy bar, cash handling • Answering phones • Cleaning foyer and cinemas • Take customers to their theatre and allocate seating • Stocktake
  • logo

    Red Rooster

    • Jul 2010 - Feb 2011
    • Operation of Cash Register and EFTPOS Machine • Customer service via drive through and direct contact • Cleaning • Sweeping and mopping floors • Stocking up customer fridge


  • Baggage Handling
  • Phone System
  • Labour
  • Room Service
  • Window Display Design
  • Tele-support
  • Stage Acting
  • Point of Sale
  • Guest Relations
  • Cash Register Operation
  • Check In and Check Out
  • Selling Shoes
  • Event Work
  • Knowledge of Books
  • Touch Typing
  • Stocking and Inventory
  • Stock Control
  • General Enquiries
  • Cleaning
  • Reservations
  • Booking Systems
  • Driver
  • Mail Duties
  • Womens Fashion
  • Administrative Assistant
  • Television Performance
  • Shopping Assistance
  • Front of House Duties
  • Store Display Design
  • Customer Service
  • Transport management

Education History

  • Mount Waverley Secondary College

    • Jun 2006 - Jan 2011
    VCE Year 12. English Health and Human Development Food Technology Business Management.
  • Mount Waverley Secondary College

    • Jun 2009 - Jan 2010
    VET Hospitality - Certificated ll in Kitchen Operations