Brett Rolfe
Medowie,Australia
Summary
I am a collaborative leader who partners with coworkers to promote an engaged, empowering work culture. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings. My career has had a strong focus in client and customer centric positions, both within the Government and Private Sectors. My peers and colleagues describe me as being Analytical, Careful, Conscientious and Driven. I am strongly task-oriented with a good people focus. I enjoy analysing and solving problems whilst performing and completing tasks with a focus on excellence and quality. I am comfortable working in high-stress situations and coordinating emergency responses. Seasoned team leader with unrelenting dedication to keeping my team safe and secure. Proactive about using proper protocols and am well-versed in conflict resolution. I am committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilising customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
12
12
years of professional experience
Work History
OPERATIONAL TRAINING OFFICER
NSW State Emergency Service - SES
11.2023 - Current
- Facilitation and coordination of priority training courses, including provision of support to volunteer trainers and assessors and engagement of external training providers (if/where appropriate)
- Support and/or deliver training and/or assessment of relevant NSW SES operational courses and manage related course documentation
- Provide advice and guidance on training to zones/units/members as required
- Liaise and engage with key stakeholders, including Operational Capability and Training Advisors, Zone Operational Readiness Officers, and NSW SES members to ensure participation and completion of training
- Liaise and network with training teams across NSW within a dynamic and diverse organisational structure that addresses capability gaps and requirements
- Proactively identify opportunities for continuous improvement and ensure that training initiatives and materials are constantly evolving to meet unique needs of members
- Provide statewide operational response and support in Incident Management or Field Strike Team for major operational events.
- Balanced multiple responsibilities simultaneously in fast-paced environments, prioritising tasks effectively to meet deadlines without sacrificing quality of workmanship or attention to detail.
- Facilitated open communication channels between trainees and instructors leading to more cohesive learning experiences.
- Implemented post-training surveys and evaluations in order to measure efficacy of delivered courses.
- Boosted team morale and collaboration through effective communication strategies and team-building exercises during training sessions.
- Adjusted instructional strategies according to student needs and understanding of material.
- Trained and up-skilled numerous SES Volunteers statewide to enhance success in field operations.
ASSET and FACILITITIES OFFICER
NSW State Emergency Service - SES
10.2022 - 11.2023
- Provided quality, customer focused support and services to State Headquarters, Zones and Units to achieve best value for money outcomes and to ensure SES becomes a better resourced Emergency Service
- Developed, maintained, monitored and improved records, information management and reporting systems; and coordinated sufficient information and/or training to ensure end-users maintain operational knowledge of systems
- Contributed to development of policies and procedures; monitor and review compliance with management practices, and where necessary, make appropriate recommendations regarding process improvements; and monitor, review and report on compliance with procedures
- Analyse data and financial information; report on trends of usage and performance against budget, and support informed decision making and optimal operation of services
- Assisted in development of business planning by undertaking research and analysing requirements, and providing timely reporting and advice to my manger.
- Managed Zone Insurance claims and assisted in assessment and preparation of claims to meet statutory and reporting obligations to ensure all SES assets returned to service as quickly as possible.
- Undertook asset management functions, including planning and prioritising maintenance and conducting works for Fleet assets and equipment, conducting regular stocktake activities and coordinating disposal of equipment and assets
- Coordinated and supported projects and programs including budget and costing controls, development and design to ensure delivery of outcomes that meet cost, quality, time and standard operational requirements
- Coordinated development and introduction of Operations Procedures, Training Packages and User Guidelines for new capabilities.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the NSW SES.
ASSET and FACILITITIES SUPPORT OFFICER
NSW State Emergency Service - SES
08.2021 - 10.2022
- Contributed to research regarding new suppliers/technologies and maintenance of supplier/service provider databases to support development and maintenance of effective business relationships.
- Provided administrative and technical service support including recording costs and coordinating insurance claims
- Contributed to development and ongoing review of policies and procedures and provided specialist advice and recommendations on management, administration and operation of NSW SES fleet assets
- Coordinated and executed day-to-day operations, maintenance, and servicing of fleet and other resources to ensure availability and support internal efficiency and external effectiveness
- Work as part of a team to perform a variety of logistical support services
- Maintained spreadsheets for managing and tracking of leased vehicle replacement
- Provided logistical support for movement, maintenance and return of assets deployed during operational events.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices, ensuring top-quality service delivery at all times.
- Provided remote assistance to customers using screen sharing tools, ensuring efficient issue resolution.
CUSTOMER SERVICE SPECIALIST - APS 3
Services Australia
07.2021 - 08.2021
- Supported the shared purpose and direction of Services Australia, providing inbound/outbound call management along with inbox and email management, specifically in relation to the Covid-19 crisis hotline
- Resolved 100's of customer enquiries, provided information and options, and/or referred customers to the appropriate government service, identifying problems and questions, and escalating to appropriate channels as necessary
- Worked within a team and autonomously, used information workflows effectively, met all KPIs with respect to call volumes, individual and team statistics, problem-resolution and record-keeping
- Communicated and followed directions provided by supervisor, remaining aware of issues that may impact on allocated work tasks
- Contributed to a culture of high performance and success.
- Managed high call volume while maintaining a courteous and professional demeanour.
- Handled escalated calls calmly, finding resolutions that satisfied the client's needs.
FUNERAL DIRECTOR
H Parsons Funeral Directors
03.2020 - 03.2021
- Over saw operations and administration of Chapel Facility within H Parsons group
- Ensured all required administration tasks were completed to the required standard by assigned staff
- Managed Presentation of Chapel and grounds area to the expected standard to present the brand as a market leader in services and locations
- Completed all required maintenance and repairs
- Met with families initially and provided advice and guidance on their options for fare-welling their loved ones, acting as a trusted advisor in their decision making
- Managed and built goodwill and key partnerships with other businesses in the community, building a brand presence
- Determined the needs of families, identifying and assessing the level of financial risk and aligned service offerings accordingly with sensitivity and to achieve financial goals and expectations
- Co-ordinated and directed the funeral team to ensure that instructions were accurately followed according to the funeral arrangements and to applicable policies and procedures and ensure set-up and logistical requirements for funeral services
- Over saw operations during the arrangement process and on the day of the funeral.
- Established trust among clients by consistently delivering exceptional service while maintaining sensitivity towards their needs.
HOME LOAN SPECIALIST
Credit Union Australia (CUA)
11.2018 - 02.2020
- Developed and managed Ongoing Residential mortgage lending portfolio
- Provided exceptional customer experience throughout entire loan application process
- Provided suite of other products to ensure that customers have all required protection to meet needs and desires of their current and future financial situations.
- Managed multiple loans simultaneously while maintaining high levels of organization and attention to detail.
FINANCE BROKER / OFFICE MANAGER
Aussie Home Loans - Part of Mortgage Success Group
10.2017 - 11.2018
SHIFT MANAGER - Operations
Security Monitoring Facility (Sydney Trains - TfNSW)
03.2012 - 10.2017
Education
Certificate IV - Training And Assessment
Forsythes Training
Newcastle, NSW11.2023
Diploma - Finance And Mortgage Broking Management
Institute of Strategic Management
Sydney, NSW10.2018
Certificate IV - Finance And Mortgage Broking
Institute of Strategic Management
Sydney, NSW12.2017
Diploma - Management
Illawarra ITeC
Wollongong, NSW01.2015
Skills
- Human Resource Management
- Stakeholder Relationship Management / Networking
- Time Management
- People Management
- Communication
- Training Resource Development
- Training and Assessment
- Staff Recruitment / Retention
- Coaching and Mentoring
- Risk Management / Mitigation
- Financial Management
- Project Management / Change Management
- Negotiation / Conflict Management
- Operational Strategy Development
- Community Focused Mindset
- Well Developed Interpersonal Skills
- Reflective Listening
- Strong Attention to Detail
- Empathy and Compassion / Peer Support
- Patience and Flexibility
- Train-the-Trainer
- Mentoring abilities
- Facilitation Techniques
- Training delivery
Additional Information
Other previous positions held within RailCorp /Sydney Trains (1992-2012)
CCTV Operator 04-03-2004 to 11-10-2012
Senior Revenue Protection Officer (Law Enforcement) 15-01-1995 to 04-03-2004
Security Control Centre Operator 20-11-1999 to 21-05-2000
Senior Revenue Protection Assistant (Law Enforcement) 27-10-1994 to 15-01-1995
Revenue Protection Assistant (Law Enforcement) 26-04-1994 to 26-10-1994
Leading Customer Service Attendant 16-09-1993 to 25-04-1994
Customer Service Attendant 21-12-1992 to 15-09-1993
Education and Training Completed
Code of Conduct - Statement of Attendance – Transport for NSW Jan 2015
Level 5 Investigations (safety) - Certificate of Competency – RailCorp Training Jun 2014
Dignity and Respect, Management training - Statement of Attendance – Transport for NSW Jun 2014
Rostering Principles - Statement of Attainment – RailCorp Training Apr 2014
Bullying and Harassment - Statement of Attendance – Transport for NSW Apr 2014
Understanding Fatigue - Statement of Attainment – RailCorp Training Aug 2013
Performance Development Process for Managers - Statement of Attendance – RailCorp Training Aug 2012
Fundamentals of Project Management - Statement of Attainment - TAFE / RailCorp Training Aug 2011
Merit Selection Process (panel convenor) - Statement of Attendance – RailCorp Training Jul 2011
Fatigue Management for Managers - Statement of Attendance – RailCorp Training Jul 2011
Trim; Record Keeping -Certificate of Competency – RailCorp Training Jul 2011
Ariba; Requisitions to Payment - Certificate of Competency – RailCorp Training Jul 2011
Communication and Team Briefing - Statement of Attendance – Australian Institute of Management Nov 2010
Manage People and Performance - Statement of Attendance – Australian Institute of Management Nov 2010
Workplace Coaching and Mentoring - Statement of Attainment – TAFE / RailCorp Training Nov 2010
Leadership Awareness - Team Leader - Harris Smith & Associates / RailCorp Training. Jun 2010
Violence at Work- Statement of Attainment – RailCorp Training May 2010
Community Speaker - Presentation Skills Workshop; Certificate of Attainment – The Cancer Council. Mar 2004
Effective Conflict Management - Certificate – Occupational Services / Australian Rail Training (ART) Oct 2001
System Improvement / Alignment - Total Quality Transformation – P.Q Systems / ART Oct 2001
Skills of Customer Service - State Rail Training. Jun 1996
Investment in Excellence (Personal Development) Programme - The Pacific Institute / ART May 1996
Revenue Protection - Statement of Attendance – Australian Rail Training. Jul 1996
Records Management - State Rail Records Management – State Rail Training. Oct 1995
Higher School Certificate - Sutherland Shire Christian School. Dec 1986
NSW State Emergency Service Volunteer Qualifications (includes National Units Of Competency Courses)
§ WICC – Work in an Incident Control Centre
§ DOV – Drive Operational Vehicles
§ Four Wheel Drive Operations
§ LARO (Large Animal Rescue)
§ Flood Rescue Technician – Lvl 3 – In Water
§ Flood Boat Operator
§ USAR - Urban Search and Rescue – Cat 1
§ PIARO – Participate in a Rescue Operation
§ Advanced First Aid
§ Storm and Water Damage Operations
§ AIIMS Principles and Functions– (AFAC Course)
§ Map Reading and Navigation
§ HCV (High Clearance Vehicle) Driver - Operations
§ Chainsaw Cross Cut – Trim felled trees
§ Beacon Incident Management / Operations
§ Beacon Field / Administration User
§ Leadership Fundamentals
§ Maintain Safety at an Incident Scene
§ Communicate in the Workplace
§ Provide Service to Clients
§ Follow Defined O.H & S Policies & Procedures
§ Work in a Team
§ Work Effectively in a Public Safety Organisation
§ Leadership Fundamentals
§ Completion of Various E-Leaning Course
§ OCE - Operate Communications Equipment
RESILIENCE NSW QUALIFICATIONS
· Evacuation Management
· Emergency Management
· Emergency Operations Centre Concepts
WELLBEING TRAINING / QUALIFICATIONS
· Trauma-Informed care
· Mental Health First Aid
* ALL FORMAL QUALIFICATION DOCUMENTS CAN BE PRESENTED AT INTERVIEW IF REQUIRED
Timeline
OPERATIONAL TRAINING OFFICER
NSW State Emergency Service - SES
11.2023 - Current
ASSET and FACILITITIES OFFICER
NSW State Emergency Service - SES
10.2022 - 11.2023
ASSET and FACILITITIES SUPPORT OFFICER
NSW State Emergency Service - SES
08.2021 - 10.2022
CUSTOMER SERVICE SPECIALIST - APS 3
Services Australia
07.2021 - 08.2021
FUNERAL DIRECTOR
H Parsons Funeral Directors
03.2020 - 03.2021
HOME LOAN SPECIALIST
Credit Union Australia (CUA)
11.2018 - 02.2020
FINANCE BROKER / OFFICE MANAGER
Aussie Home Loans - Part of Mortgage Success Group
10.2017 - 11.2018
SHIFT MANAGER - Operations
Security Monitoring Facility (Sydney Trains - TfNSW)
03.2012 - 10.2017
Certificate IV - Training And Assessment
Forsythes Training
Diploma - Finance And Mortgage Broking Management
Institute of Strategic Management
Certificate IV - Finance And Mortgage Broking
Institute of Strategic Management
Diploma - Management
Illawarra ITeC
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