Tori Hornsveld
Chermside West,QLD
Summary
Dedicated and organized Operations/Facility Manager with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively and proactively in a fast-paced, high-pressure environment.
Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels.
Dynamic and reliable with exceptional customer service and communication skills.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
Hampton Swim School
Brisbane, QLD
01.2022 - 05.2024
- Analyzing & achieving KPI’S
- Constant evaluation of class occupancy for higher profit margins
- Reprogramming class schedules
- Creating Invoices
- Risk Assessments
- Incident Reports
- Ordering and Monitoring Stock
- Plant Room Maintenance and Pool Testing
- Credit Card Coding
- Developing and Delivering Growth and Retention Plans
- Developing and Delivering Marketing and Sales Strategies
- Creating Marketing Content
- Designing Monthly EDMS/Communications,
- Developing and Delivering Training Programs for staff
- Analyzed data to identify trends in customer service issues, financials, staffing needs to make informed decisions regarding operations.
- Provided leadership and direction to staff members to ensure successful completion of projects on time and within budget.
- Developed and implemented operational policies and procedures to ensure efficient business operations.
- Conducted regular audits of employee performance and provided feedback on areas of improvement.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Monitored staff performance to ensure adherence to customer service standards.
Learn to Swim Coordinator
Splash Leisure
12.2021 - 06.2022
- Growth & Retention of Learn to Swim Program
- Marketing & Sales
- Rostering & Wages
- Banking
- Stock take
- Invoicing
- Organizing and Developing Training Programs
- Plant Room Maintenance
- Risk Assessments
- Customer Conflict Resolution
- Staff Conflict Resolution
- Collaborated with vendors to arrange contracts for services or products needed by the organization.
- Conducted interviews with potential candidates for open positions within the organization.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
Manager of Operations
Kingswim Robina
Gold Coast, QLD
01.2019 - 12.2021
- Analyzing & achieving KPI’S
- Budget analysis & reporting
- Invoicing and Accounts
- OHS reporting and incident reporting
- Stock Management
- Quotes
- Developing and delivering growth and retention plans
- Developing and delivering marketing and sales strategies
- Developing and delivering training programs for staff
- Recruitment & Interviewing processes
- Analyzed data to identify trends in customer service issues, financials, staffing needs to make informed decisions regarding operations.
- Provided leadership and direction to staff members to ensure successful completion of projects on time and within budget.
- Developed and implemented operational policies and procedures to ensure efficient business operations.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Conducted regular audits of employee performance and provided feedback on areas of improvement.
Assistant Manager of Operations
Kingswim Lutwyche & Robina
Brisbane, QLD
06.2017 - 01.2019
- Oversee and Manage Program Delivery for Two Facilities
- Rostering and Staff Wages
- Banking
- Developing and Analyzing Numbers Reports
- OH&S Reports
- Incident Reports,
- Interviewing & Staff Recruitment,
- Assisting Training & Development Programs
- Assisting Retention & Growth of the Program
- Assisting with Marketing & Sales
- Developed and maintained effective relationships with internal departments and external stakeholders.
- Resolved customer complaints efficiently and effectively.
- Participated in meetings with senior executives regarding project updates or strategic planning initiatives.
Internship
FC11 BRISBANE AUSTRALIA’S LEADING SPORTS PROVIDER – UNIVERSITY OF QUEENSLAND
Brisbane, QLD
01.2016 - 12.2017
- Develop & Deliver Session Plans for Mature Age Students Sixteen to Adults
- Develop & Deliver Strength & Conditioning Programs
- Develop and Deliver Rehabilitation Programs
- Event Management
- Assisting with Marketing & Sales
Core, Infant and Advanced Strokes Teacher
Kingswim Lutwyche
Brisbane, QLD
02.2016 - 12.2017
- Following and Executing Lesson Plans,
- Time & Class Management
- Strong Communication Skills
- Visual and Verbal Learning Ques
- Developing Cognitive Skills of the Student
- Developing Social Skills of the Student
- Developing and Monitoring the Progression of the Student
- Develop Survival Skills
- Developing & Identifying Talent for Squad Programs
- Marketing & Sales
Supervisor
Kingswim Lutwyche
Brisbane, QLD
12.2016 - 01.2017
- Accountability for all students, staff, families and other Patrons within the facility
- Time & People Management
- Communication & Administration Skills
- Building Customer Relationships
- Class Management & Delivery
- Reception Duties,
- Adaptability
- Conflict Resolution,
- Assisting Delivery of Staff Meetings & Program Delivery
- Monitoring Progression of Children & Delivering Feedback to Student’s & Parents
Head Football Coach
GrassHopper Soccer
01.2015 - 01.2016
- Implement & Develop Training Programs & Lesson Plans, Organizing Extra-Curricular Events, Supervision of Children Between Two and Twelve Years Old, Delivery of Primary School & Childcare Programs, Delivery of Weekend Programs, Developing and Delivering Marketing Strategies
Head Senior Football Coach
Mt Alvernia College
01.2014 - 01.2016
- Implement and Develop Training Programs, Developing Strength & Conditioning Programs, OH&S Reporting, Incident Reports, Supervision of Students during Training & Match Day Events, Assist with Event Coordination & Delivery, Undefeated Premiers Three Years in a Row, External Competition Grand Final Winners
Education
OP Student - Graduated 2012 -
Mt Alvernia College
Completed Second Year of Studies - 2014 -
Bachelor of Exercise Sports Science
Graduated 2015 -
Diploma of Sports Development - FC11 at The University of Queensland
Cert III Animal Care - Veterinarian Assisting
UQ Skills
QLDSkills
- Current Blue Card
- Current CPR
- Current First Aid
- Swim Australia Certificate - Teaching of Water Safety
- Infant Qualification - Teaching of Toddlers/Infants
- Advanced Strokes Qualification
- Working with People with Disability Certificate
- Vast Management/Adminstration Experience
- Operations Experience
- Book Keeping
- High Level of Customer Service
- Leadership Qualities
- Team Player
- Sole Supervision Experience
- High Level of Communication Skills
- Time Management Skills
- People Management Skills
- Interview/Talent Identification
- Invoicing
- Banking/Cash Handling
- Wages
- Able to Follow and Achieve KPI’S
- Rostering and Employee Scheduling
- Programming
- Planning/Running Promotional Events
- Marketing & Sales Experience
- Plant Room Management/Working with Hazardous Chemicals
- Delivering and Mentoring Training Programs
- Plant Room Management/Working with Hazardous Chemicals
References
- Brendan Dowling, 0433 275 114, Kingswim Manager
- Louise Brownsfield, 0403 147 987, Splash General Manager
- Julia Ham, 0416534569, Director Hampton Swim School
Affiliations
- Ex National Premier League Football Player
- Represented Australia for Futsal
- Travelled to Brazil and Englad to play Football
Timeline
Customer Service Manager
Hampton Swim School
01.2022 - 05.2024
Learn to Swim Coordinator
Splash Leisure
12.2021 - 06.2022
Manager of Operations
Kingswim Robina
01.2019 - 12.2021
Assistant Manager of Operations
Kingswim Lutwyche & Robina
06.2017 - 01.2019
Supervisor
Kingswim Lutwyche
12.2016 - 01.2017
Core, Infant and Advanced Strokes Teacher
Kingswim Lutwyche
02.2016 - 12.2017
Internship
FC11 BRISBANE AUSTRALIA’S LEADING SPORTS PROVIDER – UNIVERSITY OF QUEENSLAND
01.2016 - 12.2017
Head Football Coach
GrassHopper Soccer
01.2015 - 01.2016
Head Senior Football Coach
Mt Alvernia College
01.2014 - 01.2016
OP Student - Graduated 2012 -
Mt Alvernia College
Completed Second Year of Studies - 2014 -
Bachelor of Exercise Sports Science
Graduated 2015 -
Diploma of Sports Development - FC11 at The University of Queensland
Cert III Animal Care - Veterinarian Assisting
UQ Skills
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