Jake Ficnerski

Bar Tobalá is a busy bar/restaurant serving authentic Mexican food and a variety of cocktails. My main duties include -

• Preparing/setting tables for guests
• Greeting & seating customers upon arrival
• Taking detailed food & drink orders and serving them once prepared
• General EOS restaurant cleaning duties
• Use of in-house electronic booking & menu system

Similar to my role at Big Village, my main duties include -

• Managing daily shifts, working across multiple projects simultaneously
• Monitoring, coaching interviewers to ensure quality assurance/accurate data collection procedures are being met and to help increase project strike rates
• Delegating duties to Team Leaders and monitoring progress to ensure shifts run smoothly
• Managing sample & quotas in order to efficiently meet daily targets
• Prepare daily shift reports for consultants/stakeholders, compiling daily/monthly statistics for multiple projects, detailing any difficulties we may have faced and what measures were taken to reduce deficits/anomalies
• Project briefings consisting of detailed presentations covering project background, questionnaires, procedures and client expectations

RECRUITMENT

• July 2019 onward: Assisted with sourcing, screening, interviewing and reference checking new applicants for the role of CATI Interviewer (Computer Assisted Telephone Interviewing).
• March 2022-Current: became solely responsible for internal recruitment processes involving CATI Interviewers where, in conjunction with regular on-boarding duties, I created, maintained and monitored monthly job vacancy advertisements across multiple platforms like Seek, Indeed and University job boards.

PROJECT BRIEFINGS

• Conducted regular group briefings for various Government/Business projects following strict guidelines set by clients
• Group sizes varied between 2-30 participants, the duration of each session lasting between 1-6 hours, depending on the project
• Briefings consisted of detailed presentations covering project background, questionnaires, procedures and client expectations. These were accompanied by in-depth scenario role plays and internal system training.
• Each briefing was unique as participants had varying degrees of industry experience/knowledge so the ability to adapt quickly and deliver content effectively without compromising standards was of utmost importance.
• Briefings were conducted either face-to-face or online via Zoom

OPERATIONS SUPERVISOR

• Managed daily shifts of teams comprising of 2-50 people at a time
• Monitored, coached and provided feedback to interviewers, ensuring correct data collection policies & procedures were adhered to and targets were achieved
• Created/sent daily shift reports to consultants & stakeholders, compiling daily/monthly statistics across multiple Excel spreadsheets
• Feb 2022 obtained base-line Government clearance for a major project with the Australian Communications & Media Authority
• Liaised with Government clients during debrief meetings upon the successful completion of various pilot projects
• Clear & concise communication with numerous staff members across several sectors of the business on a daily basis
• Frequently accompanied Operations Manager to meetings when we were required to performance manage certain individuals and/or issue formal warnings for repeated behavioural issues
• Daily maintenance of internal files
• Personally created new, time-efficient weekly roster emailing system for 60+ individual employees

• 5 years experience working as a CATI interviewer collecting data for various national Government surveys
• Ability to engage and establish a good rapport with people of diverse ages & backgrounds ensured I consistently met targets on a daily basis
• Promoted to Team Leader in 2017 where upon my main duties were to assist shift Supervisors and monitor / provide feedback to interviewers across multiple projects

Jun 2007-Dec 2009 Store Manager, Heidelberg West

• Staff management including recruitment, training, rostering, responsible delegation of duties so employees could take ownership of their roles, cross-checking/approving staff timesheets
• Weekly reporting to head office with labour forecasts, sales & rental revenue, credit reports
• Conduct regular store inventories
• Day-to-day store management with heavy focus on providing dedicated customer service and upselling promotions

Nov 2005 - Jun 2007 Assistant Manager Warrnambool / Heidelberg West

• Opening/closing store duties including balancing tills, preparing floats and managing overall till cashflow
• Stock: ordering, receiving & transferring, promotion, rotation
• Creating accounts for new members
• Generating overdue rental reports and contacting customers
• Set up and maintain weekly advertising/promotional material throughout the store
• Above all, providing customers with a positive experience