Shalom Kaa Email & Phone Number

Darwin, Northern Territory, Australia

Shalom’s theatre credits include lead roles in Jesus Christ Superstar (2015), Chess (2017), The Crucible and Black Comedy (2018), Twelfth Night (2020, also composer), Taming of the Shrew (2021) and A Midsummer Nights Dream (2022). Shalom directed and choreographed Beatles Cabaret (2016), ABBA Cabaret (2017), Voices of Remembrance (2018, also writer) and his autobiographical cabaret Purple Plastic Maori (2019), winning People’s Choice Award and Best Producer (Darwin Fringe). Onscreen credits include Top End Wedding (2019), The Seen NT (host), various tv ads, and several short films, including the lead in Japanese Slipper (2020).Variety NT Ambassador, Darwin Symphony Orchestra principal vocalist and True Colours Chorus conductor, in 2019 Shalom won Pride Artist of the Year and received a Performing Arts Award.

Darwin, Northern Territory, Australia

Darwin, Northern Territory, Australia

Darwin, Northern Territory, Australia

Darwin, Australia

To ensure the City of Darwin is a high performing capital city valued by its community, the main objective of this role is being responsible for the implementation of Council’s Customer Service Ethos and Charter through the adoption of innovation and new technologies, the development of new customer service systems and procedures, and providing guidance and training to employees. KEY RESPONSIBILITIES:• Lead Council in the area of customer service through the implementation and adoption of evidence based best-value service delivery. • Facilitate and provide guidance across the organisation in terms of effective, efficient and excellent customer service.• Provide excellent customer service to both internal and external stakeholders.• Liaise with the Senior Management Group to develop and implement Council’s Customer Service Ethos and Charter.• Continuously review and update all relevant systems, procedures and policies regarding customer engagement.• Develop evaluation measure to monitor organisational customer service performance.• Attend and conduct meetings as required with both internal and external stakeholders to develop customer service strategies.• Provide guidance and training across the organisation to develop and implement agreed customer service strategies.• Provide guidance to the Operations Centre for effective customer service strategies.• Provide guidance to the Customer Services Team to ensure the delivery of continuous improvement strategies for front of house operations.• Promote and provide education on issues and initiatives relating to delivering best-value customer service across the organisation.

Darwin, Northern Territory, Australia

Responsible for the leadership of a quality customer service team to ensure the City of Darwin's customers receive high level customer service in relation to enquiries, complaints handling, issuing of permits and booking of Council facilities. It is also responsible for ensuring the development, implementation and management of a cohesive, supportive and efficient team.KEY RESPONSIBILITIES: Provision of the highest standard of customer service by the section to internal and external stakeholders in line with Council’s Customer Service Charter, Strategic Plan, legislation, regulations and by-laws. Actively manage the Customer Services Team, providing leadership and support to ensure a cohesive, motivated customer services team. Conduct regular meetings and annual performance review of the Customer Services Team members to ensure quality and accuracy of all staff performance, providing feedback and setting improvement targets. Manage the budget for the section and prepare regular management reports. Continuously review and update all relevant processes, procedures and policy documentation of the section which are maintained on Council’s intranet. Handle complaints received from customers in accordance with Council’s Customer Service Charter and Council’s Complaints Handling and Review of Decisions Policy No. 026. Adhere to principles of anti-discrimination and equal employment opportunity in the workplace and in all dealings with customers.

Bundoora

Facilitating & implementing change initiatives for the Business & Client Service area of Infrastructure & Operations to achieve a more liquid and measurable level of Customer Service.

Tullamarine

• Liaise with national vendors, coordinating metro and regional recycling logistics.• Resolve problem escalations from National Call Centre.• Compile quotations for new equipment, provide administration support for tendering.

• Resolve Customer complaints, follow up and technician reassignment. • Manage inbound calls to Contact Centre within Service Levels Agreements. • Provide over-the-phone after-care service/technical support using easy-to-understand language for general Customer queries or operator issues.• Coordinate and arrange appointment dates and times with customers, communicating any changes

Melbourne, Australia

• Analyse site productivity, prepare gap analyses, board and finance reports.• Coordinate and partake in internal and external audits.• Regular audit of policy, document control, distribution and archiving. • Recruit and induct new staff, coordinate all training, • Review short-cycle and long-cycle Performance Management, administer appraisals, additional training and disciplinary actions and managing staff out.• Scheduling, forecasting and rostering.• Coordinate all purchases, maintenance, contractors, security and insurances.• Maintain departmental asset register, plant register, safety register and training matrices. • Provide advice on OHS enquiries, complete incident reports, Work Cover claims, return to work plans and provide monthly housekeeping reports.• Conduct and maintain risk assessments on all plant and procedures.

Melbourne, Australia

• Trained all staff in new systems during change of ownership.• Created a paperless office.• Trans-Tasman call centre, Melbourne based. • Two teams, 20-30 staff, including three supervisors.• Incoming calls only, Monday to Saturday rosters, 6am – 6pm.• Coordinated training and inductions of all staff.• Individual call monitoring and one-on-one evaluation.• Evaluation based on the following KPI’so Call Duration <2 minutes and abandoned calls.o 99% order accuracy (based on system and ‘day-book’ notes).o Customer satisfaction and claims• Created awards weekly and monthly awards programmes (movies tickets, store vouchers) and regular special events ie Melbourne Cup• Create monthly and quarterly board reports.• Maintained intranet with current procedures, policies, forms and social information.

Diploma Of Management, Management

Education record