Kyle Bowman
Windaroo,QLD
Summary
Motivated and results-driven professional with expertise in project management, process improvement, and data analysis, seeking to contribute to organizations' business growth and strategic goals. Demonstrated success in stakeholder engagement, leadership, and team management, resulting in a 20% increase in customer satisfaction ratings and a 15% improvement in employee productivity. Skilled in identifying and resolving challenges, implementing process improvements that led to a 25% reduction in turnaround time and a 30% increase in accuracy rates. Possesses advanced degrees in the field, with a strong attention to detail, excellent communication skills, and adaptability to changing environments.
Overview
4
4
years of professional experience
Work History
TEAM LEADER CUSTOMER MANAGEMENT
City Of Gold Coast
12.2021 - Current
- Improved customer satisfaction ratings by 20% through positive customer relationship management.
- Exercised leadership capabilities by successfully motivating and inspiring others
- Boosted employee productivity by 15% through effective mentoring and guidance.
- Participated in cross-functional team-building, improving collaboration and communication across departments.
- Implemented new working processes, reducing turnaround time by 25% and increasing accuracy rates by 30%.
- Utilized text, charts, and graphs to communicate findings, improving stakeholder understanding and engagement.
- Extracted data using business objects, BI, and reporting tools, increasing data accuracy and accessibility by 20%.
- Analyzed large amounts of data to identify trends and patterns, discovering cost-saving opportunities and improving efficiency.
Created and automated data visualizations for improved data-driven decision-making. - Successfully improved concealed leakage remission process, saving $7,760 annually through manual intervention removal and process accuracy improvements.
SUPERVISOR WATER BILLING
City Of Gold Coast
01.2020 - 12.2021
- Managed team of 8, increasing productivity by 20%.
- Implemented performance goals, coaching, and evaluation, improving individual and team metrics by 15%.
- Reduced absenteeism by 90% by creating staffing plans, and monitoring adherence, time off, and attendance.
- Boosted customer satisfaction ratings by 25% as escalation point for customer concerns.
- Processed non-order payments, raised shopping carts, processed invoices, and improved financial accuracy.
- Reduced complaints by 70% by monitoring, investigating, and resolving issues raised by EWOQ.
- Increased revenue by 30% by collaborating with team members to achieve targets.
- Reduced employee turnover by 50% by managing hiring, training, and professional growth.
- Reduced billing errors by 25% by performing analysis and creating detailed reports.
SENIOR BILLING OFFICER
City Of Gold Coast
06.2019 - 12.2021
- Led team of four to improve efficiency in Water Billing and Meter Reading, decreasing billing errors by 20% and reducing weekly billing time by 15%.
- Analyzed internal practices and introduced comprehensive business intelligence, boosting policy and procedure compliance by 25%.
- Coached and guided team members on billing processes, increasing billing accuracy by 30% and decreasing customer complaints related to billing by 40%.
- Achieved 98% customer satisfaction rating for billing services by ensuring accurate and timely billing of all services.
- Maintained open communication with management, submitting regular reports on accounts, errors, and rejections, resulting in 50% reduction in issue resolution time.
Education
MBA - Leadership
02.2023
Graduate Certificate - Business Administration
01.2019
Bachelor of Business -
03.2015
Skills
- Relationship building
- Leadership and mentoring
- Process improvement
- Data analysis
- Project management
- Communication
- Strategic thinking
- Attention to detail
- Business case and executive report writing
Timeline
TEAM LEADER CUSTOMER MANAGEMENT - City Of Gold Coast
12.2021 - Current
SUPERVISOR WATER BILLING - City Of Gold Coast
01.2020 - 12.2021
SENIOR BILLING OFFICER - City Of Gold Coast
06.2019 - 12.2021
RMIT - MBA, Leadership
Central Queensland University - Graduate Certificate, Business Administration
Griffith University - Bachelor of Business,
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