James Skinner

• Enhanced the quality of care for clients by providing personalized support and assistance with daily living activities
• Collaborated with Support coordinator's/Team leaders to develop and implement individualized care plans for each participant.
• Established trusting relationships with participants and their families through empathetic communication and active listening.
• Maintained detailed records of client progress and worked with other supports to ensure level of care was the same across the board.
• Mentored new support workers by providing guidance, sharing best practices, and modelling effective client-centred care techniques.
• Developed strong rapport with participants by consistently demonstrating respect, understanding, and genuine concern for their wellbeing.
• Transported clients to appointments, shopping venues and entertainment events according to determined schedule.
• Kept clients engaged in social networks and communities for personal health and growth.

• Oversaw 10+ employees, handling training, performance monitoring, and disciplinary actions when required
• Managed customer and team member interactions/experiences with a close eye to ensure high quality customer service standards were met
• Stock take and inventory , cash handling and EOD procedures
• Continued to Sell and over see large mobile and internet products and assist in closing large business account deals
• Set sale per hour targets daily for staff and delivered morning huddle before trade opens
• Worked with store manager with rostering of staff and posting EOD results daily.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of Optus products and services and creating welcoming, positive experiences.

• Mounted and balanced Tyres on personal and commercial vehicles
• Assisted floor manager in workshop with a variety of different jobs
• Restored customers' vehicles with new Tyres, patches, or other repairs to fix leaks
• Collected and delivered trade vehicles for new Tyres, wheel alignments and punctures
• Developed solid relationships with trade accounts and customers.

• Oversaw 15+ employees, handling training, performance monitoring, and disciplinary actions when required
• Sales coaching daily with staff to ensure performance and set KPIS were met
• Managed customer and team member interactions/experiences with a close eye to ensure high quality customer service standards were met
• Stock take and inventory , cash handling and EOD procedures
• Continued to Sell and over see large mobile and internet products and assist in closing large business account deals
• Set sale per hour targets daily for staff and delivered morning huddle before trade opens
• Worked with store manager with rostering of staff and posting EOD results daily.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.

• Live chat leader through Optus's live chat service for mobile and tech support whilst working from home during VIC's Covid lockdown
• Handled Billing , tech and services enquires for mobile services
• Resolved problems, improved operations and provided exceptional service.
• Responsible for transferring customers to appropriate department for all types of different enquiries
• Graded by consumers using NPS which was monitored daily by managers of the program with weekly check in's on results to ensure a high level of customer service and satisfaction was being upheld
• Maintained a high level of customer service and satisfaction during the WFH pilot program which was graded a success and has now opened up more "Work from home" opportunities
• Over looked other staff on WFH program and assisted in resolution's that couldn't be solved during first interactions with other teams that needed an expert to resolve.

• Responsible for setting and driving the target of business connections in the store for all staff members.
• Cold calling and contacting existing and new business customers with updated deals, contract expiries and new offers
• Ensuring the store and staff hit a certain amount of new mobile and fixed business connections per month
• Handled small - medium business accounts which were in store and off site interactions
• Reported directly back to VIC SMB State Manager with monthly results and coaching

• Assisted customers with prompt and polite support in-person and via telephone.
• Helped customers locate products and checked store system for merchandise at other sites.
• Used consultative sales approach to understand customer needs and recommend relevant offerings.
• Fielded customer questions to share information about products, availability and pricing.
• Completed orders and organized product deliveries
• Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.

• General Maintenance performed in gardens and properties
• Kept landscaping neat through careful trimming, litter removal and bed cleaning
• Maintained lawn health with scheduled activities such as weeding, aerating and fertilizing
• Improved look of yards and gardens with decorative touches such as stones and ornaments
• Improved appearance of lawns with expert mowing and edging
• Increased growth of plants in nursery environments with fertilizer applications
• Elevated landscaping for customers with regular application of mulch and other special materials
• Retaining wall installation , Edging and crushed rock drive ways
• Mulched gardens, placed sod and adjusted soils to provide optimal growth potential.
• Used trimmers and chainsaws for grounds maintenance, brush clearing and tree removal and thinning.
• Applied weed and pest control chemicals to lawns, protecting grass growth and improving appearance.

• Studied and Completed (AUSMED): Autism Spectrum Disorder, Schizophrenia, SPD (Split Personality Disorder) and Bi-Polar Disorder.

Year 12 Diploma