Resume of Dallas Stott

26 May 2004

Website: http://stott.customer.netspace.net.au/index.htm 

Email: stott@netspace.net.au 

An innovative, considerate and committed professional with more than 23 years' experience in private industry and seven years in the public service - mostly in supervision and other human service positions.

Has demonstrated ability to quickly solve new and complex problems, implement new ideas, and push for organisational values. Has strong team and work ethics. Described by others as a "people person".

Draws people together around a common goal and works to find a suitable place for everyone in an organisation by using soft skills, empathy, counselling, and remarkable communication skills.

A calm but visionary supervisor with a proven record of applying these skills to motivate staff during difficult and changing times. Works alone or in multi-disciplinary teams. Has excellent customer service skills.

Computer literate in Internet, Web Page design (published over 40 web pages using Microsoft FrontPage), E-mail, Windows 95/98/Me, Microsoft Office 2000, Word 6, Excel 5, PowerPoint, Publisher, Access, Project and many other software programs. Qualified in Basic & Pascal languages.

Substantial analysis, research and reporting experience. Committed to continuous improvement. Enjoys challenge, flexible, open-minded, self-motivated, hard-working, practical, resourceful, tolerant, attention to detail.

            Personally satisfied over 50,000 digital mobile phone customers in Australia and roaming overseas.

            Involved frontline service to Australian, New Zealand and other International customers.

            Involved energy management and team building for electrical engineering students.

           Involved training, supervision, public and customer relations and marketing.

           Involved training, supervision, public and customer relations and marketing.

          Involved design, supervision, public and customer relations, training and marketing.

Boyne Island Smelter, Queensland (1981-83) - Project & Site Engineer & Supervisor.

Bell Bay Smelter, Tasmania (1973-81) - Maintenance & Project Engineer & Supervisor.

Bell Bay Smelter, Tasmania (1968-72) - Technical Cadet (Electrical Engineering).

Involved design, supervision, customer relations, training and human resources.

Currently studying Diploma in Professional Counselling at Australian Institute of Professional Counsellors. Includes Career Guidance Counselling, Workplace Counselling (Productivity and Motivation), and Relationship Counselling and Conflict Resolution.

Completed Certificate III in Communications (Call Centres); Salamanca Training, February 2002.

Completed Recognition of Prior Learning (RPL); TAFE Tasmania, December 1998.

Completed Australian Public Sector Recruitment Test in April 1998.

Completed Certificate in Teaching and Learning at TAFE in 1997.

Studied Certificate IV in Assessment and Workplace Training with TAFE Tasmania.

Studied Master of Business Administration (Technology Management) at Deakin University. Completed Financial Management, Management Perspectives, Legal Studies, Project Management, Human Resource Management, and Best Practice in Quality Management. Five units to complete.

Solar House Design, Co-counselling, Internet, Webpage design - Adult Education; studied 1997/98.

Time Management Course - Development Potential Pty Ltd; studied 1996.

Project Management Training Course - Hydro-Electric Corporation; studied 1996.

          Microsoft Word for Windows and Microsoft Excel - Quill Consultancy; studied 1993.

Graduate Diploma of Business (Professional Management); awarded 1989; TSIT, Launceston.

Transactional Analysis, Problem Analysis and Decision Making Course; studied 1974.

Diploma in Electrical Engineering (Power); awarded 1973; TCAE, Launceston.

Basic and Pascal computer languages, MSDOS 6.2, Windows 95/98, E-mail, Internet, ViaVoice speech software, Web Page design using Microsoft FrontPage, Microsoft Project, Microsoft Office 2000 including Word, Excel, Access, PowerPoint and Publisher, and many other software programs.

KEY ACHIEVEMENTS

          Customer Service and Public Relations

Telstra Call Centre Sales Consultant for 4 months during which I won back-to-back monthly Pinnacle Awards during March and April 2004 for outstanding sales and was nominated for a quarterly "Significant Improvement Award". Achieved satisfactory Sales Cancellations, AHT, Schedule Adherence, CToW and Centre Customer Satisfaction.

Vodafone Call Centre Customer Satisfaction Executive for 4 years, during which I have satisfied more than 50,000 mobile phone customers. Received excellent feedback from other team members as Peer Support, and worked in Upgrades Overflow selling new plans/phones. Team "Intranet Expert" and team "Call Plan Expert". Completed Certificate III in Communications (Call Centres). Designed web pages.

Received a Certificate of Excellence in Customer Care at Vodafone, and won Incentives Prizes for achieving All KPIs, Roster Adherence, Customer Retention, and 5th overall for Call Work. Achieved all KPIs over one month: Total Calls per Hour (15); Talk Time (169 secs); Work Time (45 secs); Average Handling Time (226 secs); Call Coaching (Awesome) and Roster Adherence (98%). 

Centrelink Call Centre Customer Service Officer for six months in 1998/99. Had direct contact with Centrelink customers by phone, and answered an average of 12 calls per hour (238 calls per week).

Project Manager for Hobart City Council Energy Management Programme for two years.

Conducted and reported on over 50 energy audits and assessments in Tasmania, which involved contacting and visiting Hydro customers at their premises, anticipating client requirements, and developing good customer relations for the Hydro and Integrated Energy Management Centre.

Represented Tasmania and the Hydro on the ESAA Electric Vehicle Working Group for two years. Promoted Hydro’s electric car to the public.

Chaired public meetings of The Institution of Engineers, Australia as Electrical Branch Chairman.

Given live interviews on ABC and commercial radio. Prepared promotional brochures to market the Hydro’s industrial energy advisory services, and the consulting services of engineering consultants.

Prepared media releases. Prepared newsletters for Hydro and Institution of Engineers, Australia.

          Use of Information Technology

Developed several intranet web pages at Vodafone for Kingston Contact Centre.

Developed call plan spreadsheets at Vodafone to determine the most effective plan for customers.

Used information technology extensively to access and update databases and customers' records at Vodafone Call Centre for 3 years, Centrelink Call Centre for six months, and Hydro for six years.

Studying Information Technology for Managers as part of Deakin University MBA program.

Prepared task and cash flow schedules for the construction and development of Australia’s first and only Integrated Energy Management Centre, using TimeLine project management software. Familiar with Microsoft Project software.

Personally developed a database of case studies and other articles from scientific magazines, using an Excel spreadsheet. This allowed me to avoid reading the magazine articles immediately, to quickly pass them on around the office, and to relocate the articles when needed later.

Wrote macros in Word and Excel to compile energy data, generate reports and print the reports out in a standard format, ready for mailing to Hydro customers.

Developed spreadsheets to calculate and display data graphically, and linked the spreadsheets to Word documents for the production of reports to customers.

Converted a Lotus123 spreadsheet to Excel format for demonstrating a remote area power supply system to schools and customers, while working at the Hydro.

          Recruitment and Selection

Studying Career Guidance Counselling, which focuses on placing the right person in the right job.

Excellent track record in staff supervision, including six years as a Maintenance Supervisor at Comalco, Bell Bay, Tasmania. Recruited staff and tradespersons.

Participated in several professional interviews over the past 18 months, while looking for a suitable position for my particular skills, knowledge and attributes.

Conducted many mock interviews for university students for several years. This involved interviewing students for realistic-type jobs in a selection panel situation.

          Performance Management

Currently studying Workplace Counselling, which involves uplifting of productivity and profit through relationships, communication and job satisfaction.

Developed self-management skills through personal development courses.

Improved work performance of electrical design staff and electrical contractors in terms of quantity and quality, at Comalco in Tasmania and Queensland.

          Training and Development

Recently lectured university students in energy management and team building techniques.

Completed studies in TAFE Teaching and Learning course in 1997 and continued with Workplace Training Category 2 in 1998. This has developed my personal presentation and training skills and included Course Design, Job Analysis, Competency Standards, Learning Outcomes and Assessment.

One years' part-time experience of teaching adults at TAFE and have conducted training sessions while working in heavy industry and for the Hydro (IEMC).

Organised and presented seminars on geothermal heat pumps and workplace energy efficiency at the Integrated Energy Management Centre, Moonah.

Introduced Model Solar Car Challenge for schools to Tasmania, which has been running successfully for 6 years, and developed teacher and student interest in solar power.

Assisted with staff training at Comalco in Tasmania and Queensland.

          Employee and Industrial Relations

Studied Co-counselling at Adult Education, which has empowered me to seek and achieve more effective and satisfying personal and work relationships.

Studied Industrial Relations in Graduate Diploma of Professional Management.

Member of a professional union since 1986.

          Occupational Health and Safety

Studied OH&S in the Human Resource Management unit of an MBA (Deakin).

Responsible for OH&S practices and procedures in my role as a maintenance supervisor at Comalco and while working for several engineering consultants, and participated on safety committees and in accident reporting and investigations.

          Conceptual Planning and Research

Recommended the reclaim of waste heat from treated effluent, to heat the new Hobart Aquatic Centre. Estimated to save $500,000 per annum, at an additional capital cost of $1 million. This concept had not been used in Tasmania before.

Facilitated installation of the first geothermal heat pumps in Tasmania, at Rosary Gardens Nursing Home, New Town. This is estimated to reduce energy costs by $180,000 per annum or 80 percent, and has vastly improved client comfort levels.

Introduced Model Solar Car Challenge for schools to Tasmania, with up to 50 entries each year. In 6th year, with points accredited to High School Certificate.

Substantial analysis, research and reporting experience. Researched and co-author of 156 page report for the Hydro on "Paradigm Shifts in Electricity Production".

Assisted with conceptual design of INCAT solarboat which won the inaugural Australian Solarboat Race held in April 1996 on Lake Burley Griffin, Canberra.

 

PERSONAL DETAILS

Myers-Briggs Personality Type (INFP)

 A quiet, creative, sensitive and perceptive person who often strikes others as shy, reserved and cool. Has a rare capacity for deep caring and commitment, both to the people and the causes idealised. Guides behaviour by a strong inner sense of values, rather than by conventional logic and reason.

Sources of understanding may tend to be discredited by more practical or rational people. Gravitating towards creative or human service careers which allow the use of instinctive sense of empathy and remarkable communication skills. Must balance need for privacy and peace with yearning for human connection.

Other Personal Details

Corporate Member, The Institution of Engineers, Australia, from 1980 to 2000. Chairman of Electrical Branch, Tasmania Division, from 1988-1991 and Secretary of Electrical Branch from 1987 to 2000. Corresponding Member of National Committee on Electric Energy, from 1989 to 2000.

Member, Association of Professional Engineers, Scientists and Managers Australia (APESMA), 1986 to 2000.

Keen environmentalist. Enjoy family activities, photography, bushwalking, fishing, camping, science, dancing and listening to pop music, further education, personal computers.

Lived in Tasmania for all but two years of my life. Married to Beth for 30 years with two children. Daughter Freyja was TAFE Management Graduate of the Year 1999 and fourth in Careers Category of Young Tasmanian of the Year 2002. Son Andrew was Firefighter of the Year 1999 for Kingston Fire Brigade.

Health excellent, non-smoker, car licence.

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