Creativity - printing, weaving, drawing , painting and digital art
KIM SCALES
Customer Service/ Administration / Office Management
Pottsville,NSW
Summary
PROFILE SUMMARY With over 10 years of experience, a dedicated and results-driven professional with a focus on confidentiality, loyalty, integrity and customer service. My expertise in time management, administration,
and problem-solving skills have allowed an increase in sales and customer retention rates while ensuring that all work is completed with a high level of attention to detail.
As a skilled team member, with strong emotional intelligence and excellent communication skills, I am able to easily build strong relationships with customers and colleagues alike. An ability to creatively research
and implement procedures has consistently resulted in increased efficiency, streamlined processes, and enhanced customer satisfaction.
Throughout my career, I have demonstrated an unwavering commitment to reliability and have consistently exceeded expectations in all aspects of my work. Whether working independently or as part of a team, I bring a positive attitude and a willingness to learn, ensuring that I am always up to date on the latest trends and best practices.
In summary, my unique blend of skills and experience makes me an ideal candidate for any role in which confidentiality, loyalty, customer service, administration, problem-solving, creativity, emotional intelligence, reliability, integrity, attention to detail, rapport building, and willingness to learn are highly
valued.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
9
9
Certificates
Work History
Post Placement Support Officer
Family Services Australia
07.2024 - Current
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
- Maintained detailed records of customer interactions, ensuring accurate information is available for future reference.
- Improved customer satisfaction by addressing and resolving support issues promptly and professionally.
- Established rapport with clients, fostering long-term relationships that increased client retention rates.
- Identified and resolved discrepancies and errors in customer accounts.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Provided remote assistance to customers using screen sharing tools, ensuring efficient issue resolution.
DES Employment Consultant
Octet Limited
10.2023 - Current
- Evaluated the effectiveness of job search strategies for clients and adjusted them as needed to optimize results.
- Developed customized job search strategies for clients.
- Provided expert guidance on interview preparation and techniques, boosting client confidence and performance during interviews.
- Post Placement Support experience. Able to get all documentary evidence to ensure claims would submitted on time and be successful.
- Updated resumes and assisted with tailoring a cover letter for each position applied for.
- Built good rapport with clients, employers and community members.
- Meeting with 5 -10 clients per day
- Case management
- Encourage participants to gain skills for employment or assisted with finding a job
Employment Consultant
Family Services Australia
02.2023 - 10.2023
- Meeting with 10 - 15 clients per day
- Case management
- Assist clients with resume and job readiness
- Meeting placement KPI's
- Encourage participants to gain skills for employment or assisted with finding a job
- Built rapport
Customer Care Virtual Consultant
Family Services Australia
08.2022 - 02.2023
- Inbound calls up to 40 per day
- Rescheduled appointments
- Data entry using Bridge and ESS
- Maintain confidentiality
- Customer service
- Active listening
- Resolving customer issues
- Working as a team member
- Assist employment consultants
- Knowledge of Workforce Australia and understand compliance
Disability and Aged Support Worker
Right At Home Care
01.2022 - 08.2022
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Built rapport with clients quickly.
- Proven ability to learn quickly and adapt to new situations.
- Worked flexible hours across night, weekend and holiday shifts.
- Strengthened communication skills through regular interactions with others. Strong communication and interpersonal skills to interact effectively with clients, their families, and to understand their needs and preferences.
- Compassionate and caring approach to clients, with an understanding of their unique needs and challenges. Ability to empathize with clients and understand their emotional and psychological needs.
- Ability to listen actively and attentively to clients, and to respond to their needs and concerns.
- Ability to assist clients with mobility-related activities such as transferring, positioning, and walking.
- Ability to assist clients with personal care activities such as dressing, grooming, toileting, and feeding.
- Ability to identify problems and challenges that clients may face and to develop solutions that meet their needs and preferences.
- Ability to manage time effectively to ensure that all client care activities are completed in a timely and efficient manner and to ensure to complete all tasks within deadlines.
- Ability to maintain accurate and up-to-date records of client care activities and to report any concerns or issues to relevant healthcare professionals.
- Ability to be flexible and adaptable in the face of changing client needs and to adjust care plans accordingly.
- Knowledge of health and safety practices to ensure that clients are safe and protected at all times, and to identify and manage any potential risks.
Canadian Design and Customer Service
Phoenix Foundry
04.2016 - 05.2022
- Memorial plaques are often permanent fixtures, so it
is essential to ensure that every detail is correct, from
spelling and grammar to image quality and
resolution. - Obtained approval of concepts by submitting rough drafts to client.
Maintained consistent use of graphic imagery in materials and upheld clients brand. - Built strong customer relationships to facilitate customer retention and grow sales 70 % during 2020-2022. Increased market due to product knowledge and
product development to suit local market. - Developed design deliverables that elevated, differentiated, and functioned on-brand and on-strategy. Guaranteed designs adhere to company brand
standards and guidelines. - Adobe InDesign proficiency: Designing memorial plaques for casting using Adobe InDesign. Strong understanding of Adobe software and its features, including typography, layout, and image manipulation.
- Knowledge of materials and finishes with a strong understanding of the choice of materials and finishes and the impact on the final product.
- Data entry and maintaining of updated and correct records using FileMaker data base.
- Lean manufacturing specialist to minimise waste and decrease production time. Memorial plaque design projects have strict deadlines and require coordination with multiple stakeholders, so strong project management skills are important.
- Collaborative mindset and ability to work effectively with other professionals, such as memorial wholesalers or cemeteries, to ensure that final product is of highest quality and to cemetery guidelines.
- Designing memorial plaques is a sensitive process that requires a deep understanding and respect for the people and events being commemorated.
Creativity and originality so each Memorial plaque is unique and reflects the individual or event they are commemorating. - Track and locate packages between Australia and Canada.
- Effective communication with clients, suppliers, and other stakeholders to ensure that the memorial plaque design meets clients expectations and to ensure plaque produced in a timely manner.
Artist-in-Residence
Gunnedah High School
12.2021 - 12.2021
- Contributed to creative process through original ideas and inspiration.
- Collaborated with students to allow each piece was individual but became a part of a collective though the use of colour.
- Ordered and maintained adequate supply of materials, supplies, and equipment.
- Implemented artistic vision to give art purpose and meaning.
- Developed art and design concepts.
- Experimented with variety of styles and techniques to produce unique works of art.
- Kept students on track so project was finished within the time frame.
Interim Manager
Blue Pelican Motel Tweed Heads
01.2021 - 05.2021
- Front office , reception
- Taking bookings using Hotelier software
- Created monthly room inspection checklists to facilitate a maintenance schedule and to ensure compliance with legislation
- Organising cleaner’s rosters
- Customer Service, rapport building and establishing customer retention
- Increasing motel ratings on Google Reviews
- Cash handling and reconciliation of daily takings
- Staff induction and training
- Welfare – of staff and guests
- First Aid
- Coordinate Fire Drills
Administration/ Receptionist/ Personal Assistant/ / Office Manager
The Armidale Waldorf School
01.2008 - 12.2015
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Strong customer service orientation, building and maintaining Customer Relationships and conflict resolution skills to manage reception area and
provide support to students, staff, parents and visitors.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers. Confirmed appointments, communicated with clients, and updated client records.
- Strong communication and interpersonal skills to liaise with stakeholders, including school leadership, staff, parents, and students, to gather feedback and
ensure that their needs and expectations are met, as well as handle phone calls, emails and other correspondence. Maintained confidentiality of information regarding clients and company.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity. Worked collaboratively with other school staff,
including teachers, principals, and support staff to achieve common goals. - Keen attention to detail to ensure accuracy in record-keeping, financial transactions, and correspondence.
- Ability to manage day-to-day operations of school office, including scheduling, resource allocation, and facility maintenance. Managed multiple tasks and met time-sensitive deadlines.
- Collected cash payments, processed transactions and updated relevant records. Responsible for banking , reconciliation of accounts, payment of bills and signatory on accounts 2008 - 2015. Invoicing of preschool , and creating Child Care Rebate Receipts. Invoicing primary and middle school.
Ordering all school, cleaning and office supplies
- Promotions artwork, desktop and in house publishing which included rebranding of school logo, compiling, editing and distribution of weekly school newsletter
January 2008 - December 2015, and press releases. Redesign and rebranding of all letterheads, official forms and website. Member of Promotions Committee January 2008 - December 2015
- Proficiency in computer applications and office software to create and manage digital documents, spreadsheets, and reports. Tracked important information in Schoolpro ( Educational database). Submitted reports to Department of Education for yearly Census for Government funding.
- Fire Warden 2010 - 2015 Updated and implemented fire evacuation plan to suit bush setting of school to assist quick evacuation. Facilitated annual staff fire
training. Coordinated termly Fire drill.
- Conducted Staff inductions. Updated Induction checklist and created a welcome pack for new staff and volunteers.
- Implemented key and security code register. Point of contact for security company.
Ability to organize and manage school records, student and staff files, schedules, appointments and office supplies. - Planning and booking of accommodation, transport, risk assessments and
permission slips for school camps and excursions. - Ability to manage a project from start to finish, including setting timelines, allocating resources, and ensuring that all tasks are completed on time and
within budget. Coordinated school Working Bees, Fire Drills and Annual School Fair - Ability to work with various graphic design software and content management systems, to create, edit, and publish materials.
Knowledge of legal requirements and regulations
related to fire safety, first aid and emergency procedures. Updated policies and put into action during termly drills. - Organised a key and security code register. Liaised with Security company.
- Promotions Committee - 2008 - 201 5
- Assist company directors with communications, meetings and set up of AGM
- Member of College of Teachers, 2014 - 2015
- First Aid Officer 2008 - 2015
- Building of corporate knowledge.
Education
Diploma of Management - Management
UNE Partnerships
Armidale, NSW 10.2014 - 07.2015
Cert III Education Support (Administration/ Information Technology -
New England TAFE
Armidale, NSW 07.2011 - 08.2011
Certificate IV Skill For Career Development -
New England TAFE
Armidale, NSW 12.2010 - 12.2010
Certificate II Skills For Work And Training -
New England TAFE
Armidale, NSW 06.2010 - 06.2010
Diploma Fine Arts - Fine Arts
New England TAFE
Armidale, NSW 02.2004 - 12 2006
Cert III Community Services (Welfare) -
New England TAFE
Armidale, NSW 02.2000 - 12.2000
Skills
Attention to detail
Interests
Stand up paddle boarding, bike riding
Family
Cooking
Health
Coding - Python
Timeline
Post Placement Support Officer
Family Services Australia
07.2024 - Current
DES Employment Consultant
Octet Limited
10.2023 - Current
Employment Consultant
Family Services Australia
02.2023 - 10.2023
Customer Care Virtual Consultant
Family Services Australia
08.2022 - 02.2023
Disability and Aged Support Worker
Right At Home Care
01.2022 - 08.2022
Artist-in-Residence
Gunnedah High School
12.2021 - 12.2021
Interim Manager
Blue Pelican Motel Tweed Heads
01.2021 - 05.2021
Canadian Design and Customer Service
Phoenix Foundry
04.2016 - 05.2022
Diploma of Management - Management
UNE Partnerships
10.2014 - 07.2015
Cert III Education Support (Administration/ Information Technology -
New England TAFE
07.2011 - 08.2011
Certificate IV Skill For Career Development -
New England TAFE
12.2010 - 12.2010
Certificate II Skills For Work And Training -
New England TAFE
06.2010 - 06.2010
Administration/ Receptionist/ Personal Assistant/ / Office Manager
The Armidale Waldorf School
01.2008 - 12.2015
Diploma Fine Arts - Fine Arts
New England TAFE
02.2004 - 12 2006
Cert III Community Services (Welfare) -
New England TAFE
02.2000 - 12.2000
Certification
Working With Children NSW WWC0578068E
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