Jennifer Veld

Swim School Training & Development (2020 - Present)

Swim School Coordinator (2016 - 2020)

Swim School Team Leader (2013 - 2016)

• Customer Service – memberships, retention, customer satisfaction resolution.
• Swim School Programming – classes, rostering, events, lesson plan development and implementation.
• Event Management - coordinating and running swim school events (ie. carnivals).
• Strategy/Budget/Statistical Analyses – key deliverables met and exceeded.
• Reporting - internally, interdepartmental and government.
• Human Resources – recruitment, inductions, rostering, covers, training and development, performance management.
• Marketing/Communications – liaise with Marketing Coordinator.
• Team Leader Role - produce newsletters, flyers, posters, promotions, social media and website content.
• Teacher In Charge – operational deck supervisor.
• Swimming Instructor – aquatic education of all age levels.

• Operational - Deck Supervisor In Charge, Swimming Teacher.
• Customer Service - liaising with parents, customer conflict/resolution.
• Staff reviews and development.
• Maintaining the environment of the swim centre (pool tests, temperature, equipment placement, change rooms, risk assessments).
• Marketing – brochures, parent handbook, published media releases/editorials.
• Cash handling, taking payments, reconciliation, collection of outstanding debts.

• Lodging tax returns and other relevant documents, liaising with the ATO.
• Client Services – face to face and phone based.
• Reception duties - scanning, filing, minute taking, cash handling, banking, debt collecting.
• Marketing & Communications - training seminars and brochure/website development.

• Internal Communication - phone/email enquiries interdepartmental and all incoming/outgoing correspondence.
• Procurement and tender process in an administrative capacity.
• Formatting documents, letters and reports, filing.
• Data entry for highly sensitive information (DNA Management, Procurement & Contract Management, Star Group).
• Setting up meetings and meeting rooms – collating and distributing agendas, conducting minutes for meetings and industry briefings, distributing action items (Forensics, Crime Scene Investigations, Procurement).
• Constructing briefing notes, reports, statistical analysis and letters for the SAPOL community (Procurement).
• Providing reports and statistical analysis on a weekly, monthly and quarterly basis (Procurement).
• Updating information and statistics to ensure accurate and timely data (Procurement).
• Purchasing (Procurement)
• Various other personal assistant and administrative duties performed under instruction from the Manager/ Police Inspector / Police Superintendent.

• Coaching and developing staff to maximise their potential.
• Performance management of staff.
• Interviewing, hiring, inducting and training new team members.
• Customer service and satisfaction – in charge of resolving escalated customer resolutions.
• Driving the branches KPIs.
• Accountable for the operation of the branch; running efficiently and economically.
• Liaising with outside sources; ie. brokers and local businesses.
• Achieving key performance indicators both individually and as a branch.
• Processing loan applications and documents to settlement.
• Home and personal loans, credit and life protection sales.
• Outbound calling to solicit and convert to sales.
• Debt collection and resolving hardship issues.
• Daily reporting, cash handling, banking.

• Frontline customer service.
• System Testing