JADE BOWIE
Kurri Kurri,NSW
Summary
Skilled Customer Service Professional with outstanding abilities in coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership. Dedicated Individual successful at cultivating strong relationships and building quality-minded teams. Consistent record of completing projects according to schedule and earning high client satisfaction.
Overview
18
18
years of professional experience
Work History
Assistant Project Officer
Service NSW
04.2023 - Current
- Managed project timelines by coordinating with team members and tracking progress effectively.
- Improved project efficiency by implementing new processes and methodologies for task completion.
- Collaborated with project stakeholders to establish clear objectives and deliverables, resulting in successful outcomes.
- Contributed to the creation of detailed project reports, highlighting key achievements and areas for improvement.
- Maintained effective communication with project team members, fostering a positive working environment and promoting collaboration.
- Provided administrative support to Implementation Analysts, streamlining processes and enhancing overall productivity.
- Coordinated meetings, workshops, and training sessions as part of ongoing project initiatives.
- Participated in regular performance reviews to ensure continuous improvement within the project team.
- Successfully executed assigned tasks within tight deadlines by prioritizing workload efficiently.
- Facilitated information sharing among team members through consistent documentation and status updates.
- Monitored risks indicators throughout the life of projects while proactively mitigating potential issues.
- Developed lasting relationships with clients through diligent follow-up communications ensuring satisfaction after completion.
- Collaborated with project managers to review project progress and strategise business development initiatives.
- Filed all project documents in appropriate databases to maintain records accuracy.
- Gathered and organized supporting materials for meetings and project updates.
- Analysed project performance data to identify areas of improvement.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
Rescue Volunteer
Cessnock Volunteer Rescue Association
08.2022 - Current
- Provided life-saving assistance to disaster victims with swift and effective emergency medical care.
- Reduced response times, ensuring rapid deployment to crisis areas through proficient navigation skills and knowledge of local terrain.
- Enhanced team efficiency by streamlining communication and collaboration during rescue missions.
- Collaborated with other emergency responders for seamless coordination during large-scale rescue efforts.
- Participated in community outreach programs to educate citizens on disaster preparedness measures, increasing public awareness and resilience.
- Conducted regular equipment checks and maintenance tasks, ensuring optimal functionality during high-stakes missions.
- Completed detailed incident reports following each mission, providing valuable insights for future operations improvements.
- Upheld strict adherence to safety regulations during all activities, minimizing risk exposure for both volunteers and those being assisted.
- Actively engaged in ongoing professional development opportunities, staying current on industry best practices and emerging trends within the field of search and rescue operations.
- Served as a reliable source of support for fellow volunteers, offering guidance or assistance whenever needed to promote team cohesion and effectiveness.
- Demonstrated exceptional physical fitness levels by participating in rigorous training exercises designed to simulate real-world scenarios encountered during rescue missions.
- Assisted in fundraising events for the rescue organization, securing necessary resources to maintain operational readiness.
- Responded to emergency calls and provided medical assistance to injured individuals.
Netball Australia Sporting Coach
Netball Australia
04.2015 - Current
- Enhanced team performance by developing and implementing effective coaching strategies.
- Boosted player confidence through personalised training sessions and continuous feedback.
- Reduced player injury rates with the implementation of tailored warm-up routines and strength conditioning exercises.
- Improved team cohesion by organising regular bonding activities and fostering a supportive environment.
- Increased athlete's skills development through individualised training plans based on each player's strengths and weaknesses.
- Managed practice schedules, ensuring efficient use of time and resources for optimal results.
- Developed strong relationships with players' families to encourage support and involvement in their daughters' athletic growth.
- Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement.
- Mentored assistant coaches to develop their leadership skills and improve their understanding of coaching strategies.
- Promoted sportsmanship values among athletes, fostering a positive competitive atmosphere within the team environment.
- Facilitated open communication between players, parents, staff members, ensuring that all concerns were addressed promptly and effectively.
- Organized fundraising efforts to help offset costs associated with travel expenses and gala day fees, enabling more participation opportunities for athletes.
- Spearheaded off-season training programs focusing on skill development while maintaining physical conditioning levels.
- Utilised positive communication to encourage team and promote integrity and respect.
- Motivated athletes to become stronger, more agile, and more effective through training habits and proper nutrition.
- Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience, and respect for others.
- Analysed and evaluated team performance metrics to identify areas of improvement.
- Assessed strengths and weaknesses of opponents to develop valuable techniques and increase preparedness.
- Trained and mentored new coaches on fundamentals of coaching to apply best practices and strategies.
- Scheduled and organized team events, dinners and field trips to cultivate relationships and build rapport.
- Promoted proper stretching, warmups and conditioning exercises to prevent sports injuries.
- Developed and delivered effective and engaging coaching sessions to improve performance.
- Facilitated group coaching sessions and provided individual coaching support.
- Assisted team in setting and achieving personal and professional goals.
Support Services Specialist
05.2022 - 04.2023
- Provide timely, personalized, high-quality support to customers to determine eligibility for a variety of Government services and assistance packages
- Ensure positive customer interactions, maintaining professionalism, and providing and maintaining accurate information tailored to the individual customer's situation
- Balancing competing demands to ensure project objectives are achieved
- Maintaining a confidential, positive, individualised approach given the current and future requirements of different customers with divergent needs, knowledge, and backgrounds
- Maintaining a professional approach when dealing with highly emotionally customer conversations
- Balancing empathic customer engagement with a practical focus on identifying applicable support services
- Commitment to achieving goals, both individual and collaborative
- Face to face support for flood impacted community members in multiple DRC's
- Disability Champion for the Community and Life Cluster- creating a Capability Uplift Plan and Community Engagement Plan to educate staff and stakeholders
Team Leader
Service NSW
11.2021 - 05.2022
- Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
- Developed team members' skills through targeted 1 on 1 coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Mentored and guided employees to foster proper completion of assigned duties.
- Held weekly team meetings to inform team members on company news and updates.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Customer Service Representative
Service NSW
05.2020 - 11.2021
- Provide exceptional, accurate, high-quality Customer Service in line with Service NSW culture, vision, mission, and business requirements
- Comply with privacy requirements and legislative obligations ensuring the confidentiality, privacy and integrity of the customer, and the information given
- Provide a first call resolution for in-bound calls, and for out-of-scope inquiries, transfer or referral to relevant agency or organisation
- Accurately and efficiently updating Customer interaction and transaction records
- Sound knowledge and competent use of systems, including FES and IMPS, and relevant programs AMI and APOLLO
- Assist Team Leader in providing daily, ongoing service support and assistance to my peers
- Assisting with QA's, one on one interactions and taking call escalations
- Provide exceptional, accurate, high-quality Customer Service in line with Service NSW culture, vision, mission, and business requirements
- Comply with privacy requirements and legislative obligations ensuring the confidentiality, privacy and integrity of the customer, and the information given
- Provide a first call resolution for in-bound calls, and for out-of-scope inquiries, transfer or referral to relevant agency or organisation
- Accurately and efficiently updating Customer interaction and transaction records
- Sound knowledge and competent use of systems, including Salesforce, CAS, Rental Bonds System, SAP and SBL
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Restaurant Manager Ourimbah RSL, Ourimbah
Ourimbah RSL Club
07.2016 - 07.2017
- Improved overall customer satisfaction by implementing new service standards and staff training programs.
- Increased restaurant revenue by optimising table turnover rates and enhancing menu offerings.
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Reduced staff turnover rate with effective leadership, open communication, and employee development opportunities.
- Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements.
- Oversaw inventory management processes to minimize waste and maintain optimal stock levels for seamless operation.
- Promoted a positive work environment with proactive conflict resolution strategies and team-building activities.
- Ensured compliance with local health department regulations through regular staff training sessions and facility inspections.
- Coordinated catering services for private events, delivering memorable experiences while maximising profits.
- Fostered an inclusive atmosphere with open communication channels for all employees to voice concerns or suggestions freely.
- Conducted performance evaluations for staff members, identifying areas of improvement while recognising outstanding achievements as well.
- Carefully interviewed, selected, trained, and supervised staff.
- Led and directed team members on effective methods, operations, and procedures.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Reconciled cash and credit card transactions to maintain accurate records.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
Cold Call Telemarketer Promaster Services, Gosford
Promaster Services
01.2006 - 07.2016
- Enhanced sales through the utilisation of persuasive communication skills and thorough product knowledge.
- Built immediate rapport with customers to foster long-term relationships and ensure repeat business.
- Collaborated with other team members to achieve monthly sales targets consistently.
- Developed customised scripts for specific client needs, resulting in higher conversion rates.
- Managed a high volume of calls daily while maintaining professionalism and efficiency.
- Maintained accurate records of customer interactions, ensuring timely follow-up on leads and potential sales opportunities.
- Provided exceptional customer service by actively listening to clients'' concerns and providing appropriate solutions.
- Participated in ongoing training sessions to stay updated on industry trends and product changes, enhancing overall performance.
- Exceeded personal sales goals regularly, contributing significantly to the success of the team as a whole.
- Generated new leads through targeted cold calling efforts, expanding the company''s client base.
- Handled objections skillfully, guiding potential customers towards informed decisions about products or services offered.
- Improved overall call quality by adhering to company guidelines and best practices consistently.
- Supported fellow team members by offering encouragement, sharing best practices, and participating in group training sessions.
- Built relationships with customers using strong persuasion and active listening skills.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Completed daily cold calling and outreach to build sales pipeline.
- Recorded and updated customer information in online systems.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Asked pertinent questions to understand customer requirements.
- Overcame objections using friendly, persuasive strategies.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
- Negotiated pricing and payment terms with customers when possible to close deals.
Education
No Degree - Certificate IV in Government
TAFE NSW
Remote11.2023
No Degree - Project Management Fundamentals
PM Partners
Parramatta, NSW04.2023
No Degree - Recognise And Respond Appropriately To DV
Lifeline Australia
Kurri Kurri, NSW06.2022
No Degree - Mental Health First Aid Certification
Mental Health First Aid Australia
Remote04.2022
No Degree - Senior First Aid Certification (HLTAID003)
St John's Ambulance
Maitland, NSW04.2022
No Degree - Certificate IV in Leadership And Management
Barringtons Group
Doyalson, NSW11.2017
No Degree - Certificate III in Hospitality
Barringtons Group
Doyalson, NSW07.2016
Skills
- Client Relationship Management
- Stakeholder Engagement
- Time Management
- Strategic Problem-Solving
- Team Communication
- Documentation Management
- Product Knowledge
- CPR Certification
- Emergency Response
- Process Improvement
- Remote Team Management
- Operations Management
Educational Achievements And Qualifications
- Project Management Fundamentals April 2023
- Currently undertaking Cert IV in Government
- Statement of Attainment Recognise and Respond appropriately to Domestic and Family Violence June 2022
- Mental Health First Aid Certification April 2022
- Current Senior First Aid Certification (HLTAID003) April 2022
- Active VRA Member (Volunteer Rescue Association) for Cessnock
- Netball Australia Development Coach Accreditation 2020
- Covid-19 Infection Control Training May 2020
- RSA/RCG Competency Card Exp February 2024
- Certificate IV in Leadership and Management Nov 2017
- Certificate III in Hospitality July 2016
- Food Safety Supervisor Certificate Refresher Training due Dec 2023
- School Certificate Dec 1997
References
- Jody Palmer, Senior Coordinator of Change, SNSW, jody.palmer@service.nsw.gov.au
- Linda Howe, Senior Quality Coordinator SNSW, linda.howe@service.nsw.gov.au
- James Felstead, Senior Coordinator, Revenue NSW, james.felstead@revenue.nsw.gov.au
Timeline
Assistant Project Officer
Service NSW
04.2023 - Current
Rescue Volunteer
Cessnock Volunteer Rescue Association
08.2022 - Current
Support Services Specialist
05.2022 - 04.2023
Team Leader
Service NSW
11.2021 - 05.2022
Customer Service Representative
Service NSW
05.2020 - 11.2021
Restaurant Manager Ourimbah RSL, Ourimbah
Ourimbah RSL Club
07.2016 - 07.2017
Netball Australia Sporting Coach
Netball Australia
04.2015 - Current
Cold Call Telemarketer Promaster Services, Gosford
Promaster Services
01.2006 - 07.2016
No Degree - Certificate IV in Government
TAFE NSW
No Degree - Project Management Fundamentals
PM Partners
No Degree - Recognise And Respond Appropriately To DV
Lifeline Australia
No Degree - Mental Health First Aid Certification
Mental Health First Aid Australia
No Degree - Senior First Aid Certification (HLTAID003)
St John's Ambulance
No Degree - Certificate IV in Leadership And Management
Barringtons Group
No Degree - Certificate III in Hospitality
Barringtons Group
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