Horsemanship, Team Leader
VIC - Gippsland
Specialties
Supervisor
All Rounder
Team Leader
Customer Service
Customer Service Officer
Officer

Mature and stable worker with many years of experience. Also experienced in horsemanship. Honesty and integrity.

Summary

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Career

Self Employed - Horsemanship
Agriculture, Forestry & Fishing - Agriculture & Gardening Labour
Australia
Specialties
Supervisor
All Rounder
Team Leader
Customer Service
Customer Service Officer
Responsibilities
  • Refer to Horsemanship Resume listed below
  • Refer to Horsemanship Resume listed below
Achievements
  • Horsemanship skills and ability to impart knowledge and teach
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Child Support Agency - Customer Service Officer
Government, Defence, Public Services -
VIC, Australia
Specialties
Customer Service Officer
Customer Service
Officer
Responsibilities
  • Manage customer enquiries through phone shifts ;
  • Manage cases suitable for recommendation for further search activity and then allocation to specific debt collection teams
  • As part of a team, attend and contribute to team meetings and also contribute to the Site Newsletter on behalf of the team
  • Manage action item intrays specific to Child Support legislation
  • Ongoing training and being versed in the necessary Child Support legislation
Morwell Regional Service Centre - Team Leader
Call Centre and Customer Service - Government and Defence
VIC, Australia
Specialties
Team Leader
Responsibilities
  • Daily Team Leadership for the staff at Morwell Regional Service Centre
  • Daily liaison with Centrelink staff and management (where Morwell Regional Service Centre is located)
  • Organisation of mobile circuit visits to various regional areas
  • Ongoing stakeholder management and liaison with Members of Parliament offices
  • Management of staff, performance management and performance outcomes
  • Provision of weekly statistical reports to staff and national office
  • Lead team with regards to change management, motivation, advancement, training and experience
  • Mentor staff ;
  • Provide assistance and training to staff member on cross agency transfer and improve their skills whilst on assignment of duties
  • Management of team and collaborative working relationship with regard to understanding and working with the recent change to work focus. Educating and assisting team to understand the new Business Line establishment and the changes to the organisation as a result of review implementation.
  • Introduce Team to online learning and oversee implementation of electronic learning modules
  • Organisation of two mobile circuit visits to Warragul and Sale. This includes vetting appropriate customers and organising letters to be sent to them.
  • Appropriate liaison with Federal Members of Parliament
  • Conducting monthly Performance Management with individual staff members
  • Establishment of daily Team meeting to create a sense of team involvement and to provide ongoing updates to staff, thus ensuring staff were involved and informed
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Site Accommodation - Coordinator
Government, Defence, Public Services -
VIC, Australia
Specialties
Coordinator
Responsibilities
  • Provide support to the Service Delivery Manager (SDM) regarding accommodation issues.
  • Coordinate the accommodation move for Dandenong site. ;
  • Work with National Property and Accommodation team. ;
  • Implement communication and engagement plan at site level. ;
  • Organise a suitable accommodation committee. ;
  • Manage site logistics and administrative issues regarding the relocation ;
  • Project manage from a site perspective
  • Collaborative working relationship with National Property and Accommodation
  • Establishment of communication with other key stakeholders
  • Establishment of accommodation committee using Change Agent Team (CAT) Representatives and improving CAT Representative's effectiveness.
  • Creation of guidelines with regard to accommodation planning for business line locations
  • Mentoring Facilities Manager with regard to their responsibilities in establishing Facilities infrastructure at new premises
  • Establishing stakeholder management with building owner and their representatives
  • Successful relocation of staff to new premises with all systems operational from day one
  • Post relocation defects listed and actioned
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Child Support Agency - Team Leader
Government, Defence, Public Services -
VIC, Australia
Specialties
Team Leader
Responsibilities
  • Team Leader responsibilities of the Estimate Reconciliation Team.
  • Management of staff, performance management and performance outcomes.
  • Site Leadership duties including support of Single Point Of Contact Team Leader on call.
  • Provision of weekly statistical reports to National Service Manager Estimate Reconciliation.
  • Liaison with Estimate Reconciliation Team Leaders Nationally.
  • Lead team with regards to change management, motivation, advancement, training and experience.
  • Mentor staff
  • Seamless integration as new team leader. ;
  • Collaborative relationship with remotely located Service Manager
  • Improved service standards to customers including management of Enforced Collect customers routed to phone line due to high call volumes.
  • Improved reporting spreadsheet. ;
  • Creation of 2 Estimate Reconciliation teams using original team as basis for new teams.
  • Successful integration of new staff to Estimate Reconciliation teams.
  • Relocation of Estimate Reconciliation teams to new accommodation.
  • Maintenance of service standards during periods of change.
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Child Support Agency - Objections Officer
Government, Defence, Public Services -
VIC, Australia
Specialties
Officer
Responsibilities
  • Conduct investigations into objections on CSA decisions and apply appropriate decision making matrix. Provide customers with information regarding Objections process and also advise on Objection decisions, educating customer on decision reached and other options.
  • Provide appropriate feedback to Customer Service Officers (CSOs) regarding an objection raised to a decision they had made and indicate outcome.
  • Initiated own training and skilling in Scheme reforms and Objection training.
  • Assisted the team in creating process for Privacy awareness.
  • Effectively integrated and contributed to work flow within team in short period of time.
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Child Support Agency - Facilities Manager
Government, Defence, Public Services -
VIC, Australia
Specialties
Facilities Manager
Manager
Responsibilities
  • Site Management, encompassing Overall Site Security, Risk Assessment, Security Incident Reporting, OH&S Incident reporting, Customer Contact Area day-to-day management
  • Responsible to the Service Delivery Manager to ensure business continuity
  • Provision of facilities and services to ensure that all staff at CSA Dandenong had the equipment and facilities necessary to carry out their duties
  • Liaison with stakeholders, including but not limited to, internal staff, security contractors, building owner, IT and telecommunications contractors, and other contractors (for example, office cleaners, furniture suppliers, recycling contractors, etc.)
  • Site Financial Accounting
  • Corporate Governance requirements
  • Occupational Health and Safety ;
  • Emergency Evacuation planning and co-ordination ;
  • Management of Facilities Support staff
  • Pre-relocation preparation of CSA Thomas Street Site ;
  • Successful relocation of CSA Dandenong from Mason Street to Thomas Street (100+ staff)
  • Establishment of formal Facilities Management role at Thomas Street
  • Creation and implementation of a comprehensive Customer Contact Area response plan
  • Ongoing enhancement to business relationships with service managers and team leaders
  • Providing staff with regular updates on Site progress ;
  • Improving CSA Dandenong's Financial Corporate Governance processes
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New Customers - Customer Service Officer
Government, Defence, Public Services -
VIC, Australia
Specialties
Customer Service Officer
Customer Service
Officer
Responsibilities
  • 2nd in charge New Customers Team 3 ;
  • ``Buddying'' of new staff, and staff integrating from other streams ;
  • CAT representative (for New Customers Team 3) ;
  • Corporate Health Representative
  • Successful integration of new staff to New Customers stream, and more specifically New Customers Team 3.
  • Implemented a successful team-based network for phone support and peer support.
  • Creation of a phone roster board. Acknowledge by the receipt of a ``Reward and Recognition'' award.
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Child Support Agency - Assistant to Accommodation and Recruitment Co-ordinator
Government, Defence, Public Services -
VIC, Australia
Specialties
Customer Service
Responsibilities
  • Ongoing Hot Desking Allocation for 15+ staff, including managing staff expectations and liaising with team leaders, site leadership and internal Client Service staff.
  • Manage Paypoint Reporting for SDM. ;
  • Manage the Desktop Refresh project for Dandenong site, including liaison with EDS, CSA IT and ATO Facilities.
  • Assist with production of minutes for Accommodation Committee.
  • Successfully managed the ongoing Hot Desking Allocation.
  • Desktop Refresh project delivered on time, with no disruption to staff work requirements. This achievement was acknowledged by the receipt of a ``Reward and Recognition'' award.
  • Identified need for OH&S register, which was subsequently implemented.
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Peninsula Naturopathics - Naturopath
Health Care, Fitness & Social Assistance - Healthcare, Medical, Nursing & Veterinary
VIC, Australia
Specialties
Naturopath
Responsibilities
  • Naturopathic, nutritional and counselling services
Her Majesty's Theatre - Security Officer, Fire Officer
Hospitality, Leisure, Travel, Tourism & Entertainment -
VIC, Australia
Specialties
Officer
Security
Responsibilities
  • Provided OH&S management for entire project. ;
  • Sole responsibility for site security. ;
  • Ensured that all aspects of fire security on site were adhered to, including liaison with Metropolitan Fire Brigade.
  • Provision of First Aid to all staff and contractors, as First Aid Officer.
  • Assisted Construction Management on all day-to-day aspects of the project.
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CPS Technology Group - Contractor
IT Services, Software & Hardware - Other
VIC, Australia
Specialties
Project management
Responsibilities
  • Designed office layout for new building. ;
  • Arranged refurbishment/fit-out of new building, liaising with all relevant trades and services.
  • Co-ordinated/implemented staff and equipment relocation.
AXA - Facilities Manager
Construction & Infrastructure - Engineering, Architecture & Design
VIC, Australia
Specialties
Facilities Manager
Manager
Responsibilities
  • Maintenance and accommodation planning
  • OH&S management
  • Security and access ;
  • Contract management and contractor supervision ;
  • Completed in-house and external training in Project Management and Business Analysis
Royal Australian Air Force - Non Commissioned officer
Government, Defence, Public Services - Government and Defence
ACT, Australia
Specialties
Supervisor
Responsibilities
  • Non Commissioned officer in R.A.A.F
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Education and Qualifications

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Year Qualifications Level Institution
1998 Bachelor of Health Science Bachelor Degree Southern School of Natural Therapies Yes

Achievements Summary

Successful implementation of first Facilities Management for DHS Dandenong Child Support Successful relocation for DHS Dandenong Child Support on two occasions Successful implementation of broadening the Estimate Reconciliation team base to two teams Successful implementation of security policy, business plan and Customer Face to Face protocol for DHS Dandenong Child Support. Successful colt starting and horsemanship programs undertaken in the U.S.A and utilised in Australia.

IT Skills

Software Skills

  • Word (Intermediate)
  • Excel (Intermediate)
  • Power Point (Intermediate)