Resumé: Stephen Gill

21 Carman Way
Bassendean 6054
Western Australia

Mobile: 040 4961 040
Telephone: (08) 6278 2226
email: steve@contact.net.au, s@ii.net

Born in Sydney, Australia on March 13, 1959.

Married for thirteen years to Ni Nengah Kantun from Bugbug, East Bali.  We have 2 children: Putu Karen, eleven years old and Kadek Antony William, seven years old.

Good general health, non smoker, fluent in Indonesian, ex-member of Mensa, light drinker.

Interests: my family, computers, photography and videography, learning about Indonesia, reading, music, sailing. . .

Employment Details

Oct 07 - present
The Water Corporation of Western Australia
8 months spent in the award winning Call Centre in Balcatta, in Perth's Northern suburbs gave me an excellent introduction to the Corporation, after which I gained a position as System Administrator and Helpdesk operator.

I am enjoying this more than any job before, as the work is challenging and interesting, my colleagues are great to work with and the Balcatta Customer Centre has the best morale and working environment of anywhere I've ever worked.
 

Feb 06 - Oct 07
Customer Service Adviser for Centrelink (face to face)
Teamwork, Problem Solving, dispute resolution, customer service, computer skills.
Appointed to permanent staff in July 2006, the learning curve arched forever upward with frequent changes in tasks allocated and guiding policy and legislation.
 

May 04 - Feb 06:  iiNet Limited
Durack House, 263 Adelaide Terrace Perth   WA  6000

Call Centre Customer Consultant (permanent staff) in Australia's most progressive and one of the largest Internet Service Providers (now a rapidly growing telecommunications company), assisting callers with technical, sales and accounts issues.

Skills used:

• keyboard skills,
• receiving, making and logging phone calls,
• analysing faults based on information provided by the client and
• instructing clients over the phone how to fix the fault,
• dealing with emotional people,
• taking and resolving accounts queries and complaints,
  
• working with other team members, assisting or requesting assistance, referring to Advanced Support or complaints section if necessary,
• working independently, and as part of a team to achieve team and corporate objectives,
  
• use of custom problem tracking and accounts packages via Internet Explorer,
• Solution-based sales.

• Learning to work in a fast paced constantly changing workplace.
• Learning new fields of operations: Internet applications and troubleshooting; first level complaints resolution; account queries and their resolution.
• Recognition from customers as providing solid attention and care, resulting in first class customer service.
  

July 03 - March 04: Metric Australia
15 Robert St, Bellevue  WA  6056

    24 hour National Helpdesk Call Centre Operator giving phone support
    for PC-based systems with electronic and mechanical peripherals. 
    Given permanent status in October, my position and five others were
    made redundant and I finished on 12 March.

Skills used:

• keyboard skills,
• logging calls,
• analysing faults based on information provided by the client and
• instructing clients over the phone how to fix the fault,
• sometimes dealing with emotional people and dangerous situations,
• prioritising tasks, sometimes having open five or more jobs of varying urgency,
• working with other team members, assisting or requesting assistance, referring to level 2 or field technician if necessary,
• working independently, sometimes being the only one on duty,
• use of Microsoft Navision Axapta, Outlook, Word and Excel on Windows XP,
• use of remote access software to site controller computers and peripherals, while analysing and correcting faults via OS/2 v3 command line,
• clerical duties during quiet periods (data entry, filing etc).

• Returning to the workforce in Australia and entering a new industry: Help Desk Call Centre operations within the fuel industry.
• Surviving a 12-hour day, rotating shift, 4 day on, 4 off work regime for 8 months.
  

May 03 - After 6 months of doing small jobs in the hope of finding permanent work to keep us in Bali, I brought my young family back to Perth where we're sure of more stability and better education for the children.  Terrorism had decimated the tourism market.  Most companies were releasing staff and none seemed to be hiring.

May 4th 2001 - October 11th 2002: PT Real Bali Travel Service (Indonesia)
Jalan Uluwatu Dua, Jimbaran, Badung.  80363, Bali Indonesia
Tel: +62 361 704960 - Fax: +62 361 704963

Executive Assistant to the Managing Director

BTSI is the Joint Venture Indonesian arm of Bali Travel Service/Bali Tours, a wholesale travel agent operating in Australia from Melbourne and in New Zealand.  The company has a fleet of vehicles providing transfers and tours for the Australasian guests.  Some bookings are also taken by Bali Office over the internet from clients in other countries.

BTSI also takes care of any difficulties clients face with their acommodation or other bookings, and has assisted clients facing other difficulties.

The third main function is administrative: handling payments and receipts, negotiating contracts with minor or new hotels and other suppliers on behalf of the Australasian offices, organising of educational and contracting visits from Australasian staff and retail travel agents.

Duties:

• Working with the Balinese Managing Director to achieve company objectives,
  
• Liaison with Australian owner and Indonesian management and staff,
• Liaison with Australian and New Zealand offices of Bali Travel Service,
• Assisting clients with any problems, especially with accommodation,
• Liaison with hotels and other suppliers on behalf of all our offices, including site inspections, obtaining contracts and following up complaints from clients,
• Setup, administration, backup (to CD) and maintenance of the computer network, comprising 6 PCs, one modem and two printers,
• Updating the web site www.bali.net.au: all the hotel pictures and descriptions, forms and some formatting.  The site has changed drastically since then.  I have a backup copy of my work for private viewing.
  
• Working with accounting staff to provide monthly financial reports to the President Director in Australia,
• Helping staff with their English,
• Organising schedules for contracting, inspection or educational visits from the wholesale offices in Melbourne and Auckland,
• Purchasing, driving etc.

• Learning to live and work successfully in a SE Asian country with its different morés and languages.
• Learning to work effectively in the Tourism Industry.
• Keeping the office computer network running efficiently, avoiding loss of data despite setbacks of viruses and hardware failure.
• Updating the web site, all its images and layout and some text (the site has changed again since then).
• Being recognised as the best they'd had for resolving customer problems in the field.

• Camera Operator in Studio, Outside Broadcast and News.
• Sound Recordist on News and Current Affairs.
• Tape Editor on News, with some training in AVID non-linear computer based video editing.
• Website development.
• Assisting to host two visits to ABC Perth by TVRI/RRI staff from Jakarta and regional stations.
  
• 3 years of theoretical, practical and on-the-job training in all aspects of TV station operations.
• Staging and clerical duties in the first year.

During this time I also taught English as a Volunteer Home Tutor with the Australian Government's Adult Migrant Education Service. I helped two people with weekly visits to their homes over a period of about 18 months.

For 18 months before joining the ABC I worked in several hotels in Melbourne as a bartender, and also in the cellar and bottle shop.

For 18 months before that I worked in TV advertising sales for NWS-9 Adelaide in their Sydney and Melbourne sales offices.

Prior to that I worked as an assistant in the advertising photography studio for Waltons department stores, an office boy and computer room assistant for George Patterson Advertising, a process worker at Pacific Film Laboratories.

Education Details

Formal:

• 1976 Sydney Technical High School: Higher School Certificate.
• 1980 Sydney Technical College: complete 2.5 years of the 3 year Advertising Certificate before transferring interstate with my job.

Industrial:

• 1986 Australian Broadcasting Corporation: graduate from Production Operations Training Scheme with score over 90% (equal top).
• 1987 Trade Union Training Authority: 2 day representative's training course.
• 2000 2-day course in Dreamweaver web design software.

Self Trained:

• Bahasa Indonesia: I have been studying and practicing and learning on the streets since 1989. I judge my level to be functional and reasonably fluent. I can also speak a little Balinese.
  
  
• Web Design has been a hobby since 1994 and is based on an "attractive functional" style, strong in hand written code, Dreamweaver and Photoshop.
  
  
• Computers: Experience with Windows 95, 98, NT4, 2000 and XP, Linux, OS/2, and Macintosh older operating systems (my Mac laptop can't take newer versions of MacOS).
     
  I have set up productivity applications, LAN networking and internet access on all the above machines except the Mac, and I believe I have good trouble shooting ability with PC hardware and internet access (which is another challenge in Bali).
  
  
• PC based photo, video and audio editing: editing family videos with Adobe Premiere, making VCD movies from them and cleaning up and transferring scratchy LPs to CD. This complements my camera, sound and editing skills acquired at the ABC.

References

iiNet

• Paul McClumpha, Customer Service Manager. Phone: 1300 722 545

Metric Australia

• Mrs Carol Dow, Helpdesk Manager: Phone: 9374 5300.

Bali

• Brian Fernandes, Product Manager, Bali Travel Service/Bali Tours,
  Melbourne +61 3 9829 9288.
• Adrian Forsyth, GM, Bali Garden Hotel, Tuban: +62 361 752 725.
• Jimmy Rompas, Consulting Accountant for Bali Travel Service (Indonesia), Bali Discovery Tours, Anggrek Umah Anyar etc: +62 815 8744499.

ABC

• Peter Goodall, Cameraman.
• Kevin Firkins, Producer.
• Gary Ford, Senior Technical Planner.