Summary
Overview
Work History
Education
Skills
Timeline
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Nathan Jones

Summary

Dedicated and service-focused General Manager with a commitment to providing exceptional customer experiences that foster loyalty and drive repeat business. Efficiently manages resources to meet operational demands, ensuring optimal utilization and smooth operations. Proven sales leader with a strong ability to make sound judgments, effective planning skills, and excellent interpersonal communication strengths.

Overview

7
7
years of professional experience

Work History

General Manager

Renovare Mount Gravatt
01.2023 - Current
  • Forecast, create and manage the budget, Profit and loss statements, Construction timeline and claims sheets
  • Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
  • Formulated policies and procedures to streamline operations.
  • Championed continuous improvement initiatives that enhanced operational performance across all departments.
  • Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Proven ability to foster new process and procedure to maximise efficiencies within businesses
  • High level of communication both written and verbal
  • High standard of observation and organisation to ensure both myself and my team are running effective
  • Stays up to date with safety codes and improvements in the construction industry
  • Answer technical queries relating to site repairs and property maintenance issues
  • Create marketing campaigns and ideas to drive new customer uptake
  • Effectively manage resourcing of the team to deliver performance outcomes, including scheduled and unscheduled leave, flex and RDO management
  • Develop and maintain a strong relationship with relational stakeholders in our Partner network to optimise outcomes and to address and resolve complex issues, customer enquiries and complaints
  • Lead, coach and drive culture and engagement through clear communication, Reward and Recognition and colleague development
  • Undertake routines to drive outcomes, including weekly planning and intraday reporting
  • Conduct new starter interviews and onboarding of new starters


Estimator

Renovare Mount Gravatt
05.2021 - 12.2022
  • Evaluate engineering drawings and architectural specifications to ensure an accurate estimate is provided
  • Prepared material orders to complete projects on time and within budget.
  • Analyzed designs and performed accurate cost analysis.
  • Work within Service Level Agreements (SLA’s) and business deadlines
  • Compile detailed and accurate Scope of Work or Building Repair Schedule
  • Conduct desktop and onsite checks to ensure the builder’s/supervisors scope is accurate
  • Liaise and manage contractors/trades and suppliers to ensure project timelines are adhered to and correct quantity of materials are ordered
  • Draft a ‘Bill of Quantities’ to list all of the components needed to complete a project
  • Continually monitor and report on construction projects to ensure they are kept to budget and the project timeline is met
  • Stays up to date with safety codes and improvements in the construction industry
  • Answer technical queries relating to site repairs and property maintenance issues to clients, site supervisor, leading hands, subcontractors and other internal and external stakeholders
  • Contributed to company success by consistently meeting or exceeding target profit margins on awarded projects.
  • Established a reputation for delivering reliable and accurate estimates, resulting in increased client trust and repeat business opportunities.
  • Collaborated with project managers to ensure accurate scheduling and resource allocation, improving overall project efficiency.

Building Validator

Crawford’s Australia
11.2020 - 05.2021
  • Validation of building claims including indemnity, scope of works and repair costs
  • Managed a team of junior validators, providing guidance on best practices and overseeing their work to maintain high levels of accuracy across all projects they were involved in.
  • Participated in system design and commissioning phase, interfacing directly with clients to ascertain clear, concise milestones for integration into development timelines.
  • Ensured customer satisfaction through timely resolution of discrepancies identified during validation process.
  • Exceeded performance goals by consistently delivering accurate results under tight deadlines, demonstrating exceptional time-management skills and prioritization abilities.
  • Work within Service Level Agreements (SLA’s) and business deadlines
  • Compile detailed and accurate Scope of Work or Building Repair Schedule
  • Conduct desktop and onsite checks of scopes and quotes relating to property damage repairs to ensure it aligns with insurers policies
  • Liaise with contractors/trades and claims handling staff recording activity and helping determine best method for repairs
  • Produce a high-quality written report and accurate repair recommendation based on site related information provided
  • Answer technical queries relating to site repairs and property maintenance issues and how to best apply insurers policy


Customer Claims Consultant - Home

Crawford’s Australia
06.2020 - 11.2020
  • Action inbound and outbound customer and supplier phone calls and correspondence, demonstrating strong verbal and written communication skills
  • Managed large caseloads effectively, prioritizing tasks to ensure prompt attention to urgent matters.
  • Negotiated favorable settlements for clients, maintaining a high success rate in claim resolutions.
  • Provided expert advice on coverage limits and exclusions, helping clients make well-informed decisions about their insurance needs.
  • Process and settle customer claims demonstrating strong systems and processing knowledge
  • Keep ongoing customer contact to update all details pertaining to customers files
  • Develop internal Processing guides for Third party proprietors to help them guide the system
  • Assess customer and stakeholder needs, entitlements and obligations
  • Collaborate with others when providing services
  • Provide support for claims consultants by using technical expertise to answer on the job claim enquiries and providing proposed additional actions to determine claim coverage
  • Manage technical claim escalations relating to claim coverage and service, ensuring this is done in accordance with the ASIC Regulatory Guide 165
  • Financial and Insurance Services

Operations Manager/Retail Representative & Coach

Bayside Wake Park
08.2019 - 06.2020
  • Lead and manage wake park staff to deliver exceptional customer service and to achieve or exceed KPI’s as per agreed targets
  • Manage telephone/ email queries promptly and concisely, answering customer queries in a courteous and timely manner
  • Facilitate onboarding for new starters
  • Create marketing campaigns and ideas to drive new customer uptake
  • Create staff campaigns to advertise and upsell products with rewards programs
  • Daily opening and closing procedures of POS including cash handling, end-of-day reconciliation, gift voucher sales
  • Develop and maintain a strong relationship with stakeholders in the wakeboarding industry (Suppliers and wholesalers)
  • Retail shop management including stock merchandising, cleanliness, WH&S and stock rotation
  • Assist with incident management/first aid when required
  • Operate all equipment to ensure customer safety, in accordance with operation manual
  • Conduct regular inspections of all cable components and gear as per operations manual
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Timber Flooring Installer

Scribed Timber Flooring
10.2018 - 07.2019
  • Receive and prepare floor covering materials for installation
  • Use hand and power tools
  • Install moulding and edge trims to timber floors
  • Both off the plans and onsite take offs to order correct quantities of materials
  • Inspect and prepare subfloors to get a flat surface to install floorboards
  • Read and interpret building plans and work documents
  • Remove existing floor coverings
  • Install engineered timber flooring
  • Cut and install timber flooring materials to stairs
  • Repair timber flooring to match existing
  • Completed complex flooring projects within the given deadlines, ensuring client satisfaction and repeat business.
  • Collaborated with team members to efficiently complete large-scale commercial flooring installations.
  • Maintained clean job sites by disposing of debris responsibly and organizing tools for efficient workflow.
  • Meticulously followed manufacturer guidelines during product installation processes ensuring long-lasting results that met warranty requirements.
  • Operated hand tools and machines to cut material and achieve proper fit around obstructions.

Team Leader - Home portfolio

Insurance Australia Group - NRMA
09.2018 - 10.2018
  • Lead and manage a property claims team to deliver exceptional customer service (internal/ external) and to achieve or exceed KPI’s as per agreed targets
  • Effectively manage resourcing of the team to deliver performance outcomes, including scheduled and unscheduled leave, flex and RDO management
  • Develop and maintain a strong relationship with relational stakeholders in National Property Assessing, Supply Chain and our Partner network to optimise outcomes and to address and resolve complex issues, customer enquiries and complaints
  • Manage service escalations (level 1) relating to your teams behaviour/performance ensuring this is done in accordance with ASIC Regulatory Guide 165
  • Lead, coach and drive culture and engagement through clear communication, Reward and Recognition and colleague development
  • Identify and participate in continuous improvement projects within Property Claims and the wider business
  • Undertake routines to drive outcomes, including weekly planning and intra day reporting
  • Conduct new starter interviews and onboarding of new starters
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.

Claims Specialist - Home portfolio

Insurance Australia Group - NRMA
07.2017 - 09.2018
  • Lead and manage a property claims team to deliver exceptional customer service (internal/ external) and to achieve or exceed KPI’s as per agreed targets
  • Effectively manage resourcing of the team to deliver performance outcomes, including scheduled and unscheduled leave, flex and RDO management
  • Develop and maintain a strong relationship with relational stakeholders in National Property Assessing, Supply Chain and our Partner network to optimise outcomes and to address and resolve complex issues, customer enquiries and complaints
  • Provide support for claims consultants by using technical expertise to answer on the job claim enquiries and providing proposed additional actions to determine claim coverage
  • Complete payment authorisations and review supervisor referrals such as removal of claim pending status, communication approvals, alleged distributor errors
  • Manage technical claim escalations relating to claim coverage and service, ensuring this is done in accordance with the ASIC Regulatory Guide 165
  • Complete team member file and call audits, identifying coaching opportunities and providing constructive feedback
  • Identify technical skill gaps and opportunities for improvement, develop and facilitate training modules
  • Facilitate onboarding for new starters
  • Followed up with customers on unresolved issues.

Education

Certificate IV - Building

CPC40120 Certificate IV in Building and Construction

Certificate IV - Estimation

CPC40308 Certificate IV in Building and Construction

Certificate III -

Certificate III in Financial Services

Diploma -

BSB50120 Diploma of Business & BSB50420 Diploma of Leadership and Management
10.2024

Skills

  • Leadership and team building
  • Problem Resolution
  • Operations Management
  • Training and coaching
  • Employee Scheduling
  • P&L Management

Timeline

General Manager

Renovare Mount Gravatt
01.2023 - Current

Estimator

Renovare Mount Gravatt
05.2021 - 12.2022

Building Validator

Crawford’s Australia
11.2020 - 05.2021

Customer Claims Consultant - Home

Crawford’s Australia
06.2020 - 11.2020

Operations Manager/Retail Representative & Coach

Bayside Wake Park
08.2019 - 06.2020

Timber Flooring Installer

Scribed Timber Flooring
10.2018 - 07.2019

Team Leader - Home portfolio

Insurance Australia Group - NRMA
09.2018 - 10.2018

Claims Specialist - Home portfolio

Insurance Australia Group - NRMA
07.2017 - 09.2018

Certificate IV - Estimation

CPC40308 Certificate IV in Building and Construction

Certificate III -

Certificate III in Financial Services

Diploma -

BSB50120 Diploma of Business & BSB50420 Diploma of Leadership and Management

Certificate IV - Building

CPC40120 Certificate IV in Building and Construction

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Nathan Jones