Kim Law
Kensington,WA
Summary
Pursues opportunities to learn new skills and contribute to group success. Offers strong relationship-building and problem-solving abilities.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Railcar Driver
Public Transport Authority
05.2021 - Current
- Operate Transperth Train Operations electric suburban trains in safe and efficient manner.
- Performed diagnosis of Electrical Multiple Unit (EMU) faults and failures; Perform fault finding following step by step procedures in accordance with fault manuals and liaise with specialist staff when needed,
- Operate communications equipment on a daily basis in accordance with correct procedures.
- Perform rostered shift work as required.
Acting Sanctions Management Officer
WA Department Of Transport
03.2020 - 04.2021
- Transferred court outcome records into drivers licence records database accurately and in a timely manner
- Maintained drivers licence records with accuracy and in a timely manner
- Maintained knowledge of relevant Western Australian legislation
Acting Senior Contact Centre Support
WA Department Of Transport
02.2019 - 03.2020
- Provide support for Contact Centre consultants
- Escalated complaint enquiries
- Analysed problematic areas to provide recommendations and solutions.
- Liaised with customers, management, and support team to better understand customer needs and recommend appropriate solutions.
Customer Service Consultant
WA Department Of Transport
11.2015 - 02.2019
- Customer Contact Centre – phone based customer enquiries.
- Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
- Maintained monthly KPI's in line with the centre guidelines for number of calls per day and length of calls.
Docent
Perth Zoo
09.2012 - 01.2018
- Liaise with zoo visitors to enhance their experience and offered further details about special exhibits to educate visitors.
- Supported security staff members by monitoring exhibits and guest safety.
- Conducted small group tours of up to 20 visitors.
- Assisted zoo staff with keeper talks
- Snake handling team member
Volunteer animal carer
Waihi SPCA
01.2010 - 02.2011
- Minimized animal injury risk by monitoring behaviors and eliminating safety hazards.
- Kept animals clean and free of contaminants to promote optimal health.
- Helped with intake of newly surrendered animals, providing food, water and medical attention.
Customer Service Representative
AGL, Adelaide
01.2003 - 10.2003
- Customer enquiries regarding connections and billing
- Complaints management.
- Maintained monthly KPI's in line with the centre guidelines for number of calls per day and length of calls.
Resource Planner
Telstra
08.2000 - 08.2002
- Resource Management Group, Brisbane & Adelaide Metro Work Management Centres
- Organizing daily work schedules to maximise the efficient use of field staff
- Liaising with field Team Leaders and Managers.
Construction Scheduler
Telstra
09.1998 - 08.2000
- Scheduling and managing project solutions for the Construction field workforce
- Liaise with field staff, team leaders and managers to ensure timely completion of projects.
Customer Service Coordinator
Telstra
01.1997 - 09.1998
- Established team responsible for advising customers of delays in new connections
- Staff training
- Respond to customer enquiries and complaints.
Customer Service Representative
Telstra
01.1995 - 01.1997
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
Education
Certificate in Animal Care -
Otago Polytechnic
New Zealand12.2010
Bachelor of Applied Science (Hons - Biology
QLD University of Technology
Brisbane, QLD1994
Associate Diploma of Applied Science - Wilderness Reserves & Wildlife
University of QLD
Gatton, QLD1989
Skills
- Operational Efficiency and Safety
- Experienced in customer Service including dealing with escalated issues
- Communications Strategies
- Self-sufficient can work alone or as part of a team
Certification
Cert IV in Railcar Driving - TOI 42615
Timeline
Railcar Driver
Public Transport Authority
05.2021 - Current
Acting Sanctions Management Officer
WA Department Of Transport
03.2020 - 04.2021
Acting Senior Contact Centre Support
WA Department Of Transport
02.2019 - 03.2020
Customer Service Consultant
WA Department Of Transport
11.2015 - 02.2019
Docent
Perth Zoo
09.2012 - 01.2018
Volunteer animal carer
Waihi SPCA
01.2010 - 02.2011
Customer Service Representative
AGL, Adelaide
01.2003 - 10.2003
Resource Planner
Telstra
08.2000 - 08.2002
Construction Scheduler
Telstra
09.1998 - 08.2000
Customer Service Coordinator
Telstra
01.1997 - 09.1998
Customer Service Representative
Telstra
01.1995 - 01.1997
Certificate in Animal Care -
Otago Polytechnic
Bachelor of Applied Science (Hons - Biology
QLD University of Technology
Associate Diploma of Applied Science - Wilderness Reserves & Wildlife
University of QLD
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