Jake Kitson

As a Housing Officer within the Department of Housing, I engaged in various critical functions, including:

• Tenancy Management: Effectively allocate and managed tenancy complaints, ensuring responsive and fair resolution of issues
• Conducted routine inspections to ensure adequate property conditions
• Engaged with external supports to assist with tenant requirements
• Support for Vulnerable Individuals: worked closely with at-risk populations to provide tailored support and guidance
• Pathway Planning: Developed structured pathway plans to facilitate successful placements in the social housing system
• Face-to-Face Service: Contributed to the Queensland Government Service Centre's frontline services, offering direct assistance with clients
• Reviewed documentation and input data into computer system to complete eligibility process, re-certifications and tenant move-outs.

During my temporary contract, I was honoured to be nominated as the 2024 representative for the Department of Housing Home Awards In this role, I spearheaded a competition that fostered a supportive and engaging environment for tenants, allowing them to showcase their homes and gardens proudly

At Youi, I began my career in the inbound sales department, which provided a solid foundation in the insurance industry. My role involved:

• Sales and Marketing: Utilized company Product Disclosure Statements (PDS) to effectively sell and market insurance policies, ensuring clients received clear and accurate information
• Skill Development: Gained hands-on experience in a structured environment, which significantly honed my sales techniques and professional capabilities

My time at Youi has been instrumental in shaping my sales skills and advancing my career in insurance.

During my tenure at Trauma Assist, I handled a range of administrative tasks that were crucial for the smooth operation of the office. My key responsibilities included:

• Administrative Management: Managed day-to-day administrative duties, including handling phone calls, email correspondence, and client services
• Operational Efficiency: Scheduled appointments, coordinated travel arrangements, and maintained accurate records to ensure a seamless office operation
• Technology Proficiency: Utilized and enhanced my knowledge of technology and office systems to support efficient office management

This role significantly broadened my administrative skills and technological proficiency, contributing to my overall professional development

In July 2023, I transitioned back into the hospitality industry by joining The Boat Club in Hervey Bay. My role involved a diverse range of responsibilities across multiple areas of the venue, including:

• Cafe Service: Provided quality service and supported day-to-day operations in the café
• Bar Management: Worked behind the bar, handling drink preparation and customer service
• Cinema Operations: Contributed to the smooth running of the cinema section
• Functions and Events: Assisted with managing and executing functions and events, ensuring a seamless experience for guests

This position allowed me to refine my customer service skills and collaborate with a team to deliver a sophisticated yet relaxed experience for all patrons

Since joining Woolworths in mid-2022, I have advanced from a Night Fill Team Member to an Assistant Customer Service Manager

• This progression has afforded me extensive experience and training in various aspects of the business, including:
• Payroll Management: Gained experience in handling payroll processes, ensuring accurate and timely compensation
• Store Compliance: Acquired knowledge in maintaining store compliance with company policies and regulations
• Staff Management: Developed skills in managing and leading a team, enhancing overall store performance
• Stock Maintenance: Ensured effective stock management and maintenance to support smooth store operations

These experiences have equipped me with transferable skills that I am confident will be valuable in future roles and contribute to my continued professional growth

During the 2022 federal election, I worked with the Australian Electoral Commission (AEC) as part of the Election Information Centre my role involved:

• Customer Support: Handled inbound calls and provided detailed product release information to customers, offering insights into the election process beyond a voter's perspective
• Information Navigation: Utilized the AEC's internal information server to quickly retrieve and provide accurate information based on key points and trigger words from customers
• Problem-Solving: Enhanced my ability to think on my feet by swiftly deciphering customer needs and filtering information effectively, which improved my time management and responsiveness

This position significantly expanded my customer service skills and developed my capability to manage complex inquiries efficiently

At Services Australia's Surge Smart Centre, I transitioned from general administrative skills to more specialized duties, which presented a unique set of challenges my role involved:

• High-Volume Call Management: Handled a significant volume of inbound calls, addressing customer inquiries related to payments and providing assistance with a broad scope of duties
• Administrative Functions: In addition to call management, I took on administrative tasks, including assessing and coding medical certificates and processing COVID-19 Pandemic payment claims

This position allowed me to develop a robust skill set in both high-pressure call handling and detailed administrative tasks, enhancing my ability to manage diverse responsibilities effectively

During my tenure at Cutis, I experienced significant growth both professionally and personally. This role provided a new dimension to customer service beyond the hospitality sector, allowing me to focus on:

• High-Volume Call Management: Efficiently handled a large volume of calls, addressing various inquiries and maintaining a high level of professionalism
• Administrative Duties: Managed doctors' schedules, processed incoming referrals and correspondence, and handled general office administration and day-to-day tasks
• Professional Development: Developed and refined my administrative skills and professionalism, adapting to the demands of a new work environment

This position allowed me to transition from the fast-paced hospitality industry to a role where I could enhance my administrative capabilities and overall professional demeanour

At Aquarius Health & Medispa, I was introduced to the world of administration and formal customer service, marking a significant milestone in my professional journey during my tenure, I:

• Gained Experience: Developed a solid foundation in administration and medical industry practices, enhancing my general knowledge and operational skills
• Thrived in the Environment: Excelled in a role that combined customer service with administrative duties, allowing me to grow both professionally and personally

Reflecting on my time at Aquarius Health & Medispa, I appreciate the valuable skills and personal growth I achieved, which have been instrumental in my career development

At Entice Me - Freestyle Catering, I transitioned from a chain store environment to a more dynamic hospitality setting. This role offered me the opportunity to expand my hospitality knowledge and embrace new challenges. My key responsibilities included:

• Cafe Operations: Focused on general café duties and management, ensuring exceptional customer service and a high-quality experience for patrons
• High-Level Function Catering: Took on roles in high-profile events, including Veterans Awards Nights and building auction days, covering a diverse range of venues and events

This position allowed me to grow my expertise in both café management and high-level event catering, enhancing my overall experience in the hospitality industry

Starting at The Coffee Club was a long-held dream of mine, and I eagerly began my journey at the age of 13, dedicating my weekends to the Hervey Bay location. I progressed rapidly from a Bus Boy to taking on a variety of responsibilities, including:

• Order Management: Handled customer orders using The Coffee Club's POS system, ensuring accurate and timely service
• Beverage Preparation: Mastered cold beverage preparation and developed general barista skills, contributing to a high-quality customer experience
• Skill Development: Gained a strong foundation in various aspects of café operations, which instilled a robust work ethic that continues to drive my professional endeavours

The Coffee Club was pivotal in shaping my work ethic and professional trajectory, providing me with valuable experience and skills that have been instrumental throughout my career