I worked in collaboration with IT, Marketing and other teams in order to• Created and developed an online induction program for new volunteers• Reviewed and developed Volunteering Queensland (VQ)'s Volunteer Handbook • Reviewed and redesigned VQ's policies and procedures• Created a 'High Performing VQ' project for successful VQ's culture change• Managed volunteers through Herme (Volunteer Management System)

• Created and developed a job advertisement for the desired culture• Actively got involved in the selection process by short-listing, interviewing, communicating with the candidates• Established a training records system• Assisted my client organise an effective management meeting• Designed and developed action plans to motivate and engage employees in e learning• Created an organisational culture change project

Under my management, our restaurant scored an average of 87% at our mystery shopper tests over 2 years. This was done by ensuring that all staff performed with six steps of Service to maximise our customer service skills and utilise “LATTE" (Listen, Acknowledge, Take action, Thank, and Explain) to create a better habit to deal with customer complaints.My duties/responsibilities were to; • Supervised day-to-day shift activities of the food and beverage outlet.• Ensured all staff are properly trained and certified and have the tools and equipment needed to effectively carry out their job function.• Assisted in the development and implementation of new menus and local food and beverage marketing programs.• Achieved budgeted revenues, control expenses and labour costs, and maximize profitability within all area of the food and beverage outlet.• Assisted in preparation of the annual operating budget• Maintained procedures to (1) ensure the security of monies, credit and financial transaction, (2) replenish supplies, inventory, uniforms etc. in a time and efficient manner, and (3) to minimize waste and control costs.• Ensured that the restaurant equipment is in proper operational condition and is cleaned on a regular basis.

I worked as a Full Time Barista for the 2008 winter season at Ruapehu Alpine Lifts Ltd, operators of Whakapapa and Turoa Ski Areas.- Delivered excellent customer service, at all times- Served and presented hot non-alcoholic beverages quickly and efficiently, meeting standards- Assisted in keeping front-of-house clean and tidy, at all times- Maintained personal knowledge by completing in-house training and a barista course- Contributed to creating a positive and friendly team and maintained a good relationship with my co-workers, managers and employer. - Carried out instructions given by the management team and head office- Participated in creating an enjoyable and fun work environment through various activities such as theme party and competitions.