Peteone Bartwla
Client Service Manager
Mackay,QLD
Summary
A friendly and self-motivated individual with a strong desire to contribute to a team and continuously enhance professional growth. Objective is to secure a position where skills and abilities developed throughout the career can be effectively utilized.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Client Service Manager
Clipex Fencing & Stockyards
11.2022 - 03.2024
- Lead a team of Customer Service Representative of between5
- Adhering to the privacy act, policies and procedure set out by law and employer
- Coach failures to comply to quality policies and procedures and other KPI’s set out by employer
- Assisting team members with analysing client’s needs and assisting with the best possible outcome for both client and employer
- Teaching my team to practicing the HEAT model when engaging with upset or emotion clients
- Take Supervisors calls to calmly assist angry, emotional, and abusive clients and resolving their queries and issues
- Assisting newly inducted or upskilled team members to perform to their best in a professional and friendly manner, navigating the system and their new surroundings
- Emotional assistant when needed and prioritising agent’s mental health while keeping the business needs in mind
- Having a great sense of discernment helps in assessing the situation
- Actioning team members sick, annual, change of contracts, over time, shifts swops or changes and coaching as soon as possible to uphold policies and to avoid delays and disappointments
- Building a good and supportive environment in the workplace
- Organise and manage field day events and internal conferences
- Assist in marketing events, product and other marketing related tasks
- Assistant to the Chief of Operations and the Global Chief of Operations with daily tasks such as, accommodation, events, daily meetings, creating processes and procedures, writing of policies etc.)
- Forecasting for6 branches, training in forecasting, financial analysis of the month, quarter and year
- Assist in any HR related issues
Team Leader
Probe Group
05.2022 - 10.2022
- Lead a team of Customer Service Representative of between16-21
- Adhering to the privacy act, policies and procedure set out by law and employer
- Coach failures to comply to quality policies and procedures and other KPI’s set out by employer
- Assisting team members with analysing client’s needs and assisting with the best possible outcome for both client and employer
- Teaching my team to practicing the HEAT model when engaging with upset or emotion clients
- Take Supervisors calls to calmly assist angry, emotional, and abusive clients and resolving their queries and issues
- Assisting newly inducted or upskilled team members to perform to their best in a professional and friendly manner, navigating the system and their new surroundings
- Emotional assistant when needed and prioritising agent’s mental health while keeping the business needs in mind
- Having a great sense of discernment helps in assessing the situation
- Actioning team members sick, annual, change of contracts, over time, shifts swops or changes and coaching as soon as possible to uphold policies and to avoid delays and disappointments
- Building a good and supportive environment in the workplace
Customer Service Representative
Probe Group
04.2021 - 05.2022
- Customer service around multiple topics, unfortunately not able to discuss due to privacy policy
- Analysing client’s needs and assisting with the best possible outcome for both client and my employer
- Practicing the HEAT model when engaging with upset or emotion clients
- Adhering to the privacy act, policies and procedure set out by law and employer
- Assisting newly inducted or upskilled colleagues to perform to their best in a professional and friendly manner
- Emotional assistant when needed
- Building a good and supportive environment in the workplace
Office Manager
BNF Group Solution Pty Ltd
06.2018 - 06.2019
- Organising office operations and procedures; preparing payroll; Accounts Payable and receivable; HR duties
- Controlling correspondence; reviewing and approving supply requisitions; at times operate the switchboard
- Defining procedures for retention, protection, retrieval, transfer, and disposal of records
- Maintains office efficiency by planning and implementing office systems, layouts, and equipment procurement
- IT support (limited)
Office Manager
BNF Group Pty Ltd
06.2013 - 01.2018
- Completes operational requirements by scheduling and assigning employees, following up on work results
- Keeps management informed by reviewing and analysing special reports; summarising information; identifying trends
- Maintains office staff by recruiting, selecting, orienting, training, coaching, counselling, and disciplining employees; planning, monitoring, and appraising job results
- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
- Achieves financial objectives by preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions
- Maintain appointment diary manually and electronically
- Manage conference rooms bookings and co-ordinate catering needs, layout catering and refill water, coffee and tea as required
Trainer Coordinator - Training
JADE Corporate Professionals
06.2012 - 06.2013
- Support the co-ordination of all regional training activities, building the capacity, financial sustainability and effectiveness of the regional operation
- Ensure all internal documents used to support the delivery of HIA Training Services course/workshops (including course materials) are included in the document control process and either published in HIA public folders or referenced in training session plans
- Co-ordinate training resources and manage these resources within budget allocations
- Ensure assessment records (including RPL records) are held on file and that supporting documentation, sign off and methods of assessment are consistent with standard HIA RTO operating procedures
- Monitor and support reporting on the progress and outcomes of the regional training operation
- Co-ordinate any funding and grant opportunities to meet both budget and operational targets
- Implement promotional strategies to secure additional enrolments to meet identified regional training needs
- Maintain trainer/assessor files and the approved trainer register to ensure that all contracted trainers/assessors hold the required qualifications and professional industry competency prior to any appointment to deliver a training course/workshop/service on behalf of HIA Training Services
- Ensure the quality of training delivery and assessment is to HIA’s RTO organisational standards
- Prioritise action plans for regional training issues
- Co-ordinate training resources and manage these resources within budget allocations and identify potential cost-savings through improving work processes
- Ensure implementation (and provide support to the Training Team/Trainers and Assessors) on the correct use of training & assessment plans, session plans, assessment tools and generic course materials as published in HIA public folders for the regional operation
- Ensure access and equity principles are applied to all aspects of operations document and resolve any substantiated complaints arising from racial, sexual or disability discrimination, provide guidance and assistance to students regarding language and literacy issues
- Administrative Duties
- Prepare course schedules/calendars and co-ordinate the delivery of these training courses/workshops whilst maintaining the appropriate reporting systems
- Co-ordinate trainers/assessors, room/venue hire and catering requirements to meet training course schedules
- Co-ordinate advertising and promotional materials (including registration/enrolment forms)
- Manage direct supervision assessment responsibilities and records where trainers/assessors do not hold appropriate qualifications for training
- Course/workshop being delivered
- Provide course participants with the HIA Student Information Sheet/Kit prior to registration/enrolment/course commencement
- Collect and assess course feedback (evaluations and trainer/assessor feedback) and ensure this feedback is analysed and appropriate actions or responses are developed for consideration and/or implementation
- Maintain course and student files in accordance with HIA’s Quality Assurance Compliance System
- Co-ordinate the archiving of course documentation (as stipulated in HIA’s Quality Assurance and Compliance System) and maintain an accurate archive register
- Administrative duties (including data entry, invoicing and banking) where required
- All reception duties
- General
- Provide a client-friendly service that caters for, and delivers on, industry needs and ensures the delivery of quality customer service
- Work co-operatively with other staff and business units to achieve organisational objectives
- Maintain high standard work practices and ensure integrity, respect, and confidentiality
- Attend staff meetings
- Respond and refer enquiries from members and the general public (as appropriate)
- Utilise and learn software and technology as required
- Other duties as required
Receptionist
JADE Corporate Professionals
06.2012 - 12.2012
- Role/Responsibilities: Can provide information on request
Accounts Payable Assistant
Diversified Mining Service (DMS)
07.2011 - 09.2011
- Role/Responsibilities: Available on request
HR Administrator
Diversified Mining Service (DMS)
05.2011 - 06.2011
- Role/Responsibilities: Available on request
Receptionist
Diversified Mining Service (DMS)
03.2011 - 05.2011
- Operate a telephone switchboard and screen and forward calls appropriately, ensuring all messages are dealt with efficiently and promptly
- Coordinate the visitor register, ensuring that all visitors sign in and out appropriately
- Forward daily timesheets to pay office
- Collect, sort, distribute and prepare mail and courier bags
- Ensure Group forms and phone lists are up to date and that forms are available when required
- Maintain adequate office and consumable supplies
- Perform general office duties (such as filing, faxing, photocopying, data entry, minute taking and word processing)
- Operate office equipment and computer terminal
Function Coordinator
Petrone Events
03.1996 - 08.2006
- Role/Responsibilities: Available on request
Skills
- Effective Time Management
- Professional Client Support
- Strong Interpersonal Communication
- Advanced Computer Proficiency
- Office 365 Proficiency
- Management Proficiency
Certification
- Certificate of Completion
- PETRONE JACOME BARTELS
- Has successfully completed the requirements of the Traineeship in Business Administration Level IV
- 28 June2013
Languages
Afrikaans
Native or Bilingual
Timeline
Client Service Manager
Clipex Fencing & Stockyards
11.2022 - 03.2024
Team Leader
Probe Group
05.2022 - 10.2022
Customer Service Representative
Probe Group
04.2021 - 05.2022
Office Manager
BNF Group Solution Pty Ltd
06.2018 - 06.2019
Office Manager
BNF Group Pty Ltd
06.2013 - 01.2018
Trainer Coordinator - Training
JADE Corporate Professionals
06.2012 - 06.2013
Receptionist
JADE Corporate Professionals
06.2012 - 12.2012
Accounts Payable Assistant
Diversified Mining Service (DMS)
07.2011 - 09.2011
HR Administrator
Diversified Mining Service (DMS)
05.2011 - 06.2011
Receptionist
Diversified Mining Service (DMS)
03.2011 - 05.2011
Function Coordinator
Petrone Events
03.1996 - 08.2006
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