Professional Summary

With over 25 years of experience in a variety of roles, I am a skilled and well-rounded professional with a strong background in customer service, leadership, and problem-solving. My technical skills in programming languages such as Python and PHP, as well as my expertise in web design and development, make me a valuable asset to any team. I am highly organised and able to manage my time effectively, and my excellent communication and interpersonal skills allow me to effectively interact with colleagues and clients. I have a proven track record of successfully leading teams and completing projects, including the development of a company website and personal portfolio website. I am committed to providing excellent customer service and am dedicated to continuous learning and professional development.

Skills

Soft Skills

  • Excellent communication skills, with proficiency in writing, speaking, and active listening
  • Proven leadership experience, having successfully led teams and managed projects
  • Strong time management skills, with the ability to prioritise tasks and meet deadlines
  • Exceptional interpersonal skills, including teamwork and conflict resolution
  • Skilled problem-solver, with the ability to identify and resolve issues efficiently
  • Organised and detail-oriented, with expertise in task and information management.

Technical Skills

Experienced and familiar in the following:

  • Python
  • HTML
  • CSS
  • JavaScript
  • PHP
  • MySQL
  • JSON
  • iOS App development
  • UX Design
  • Pycharm IDE
  • VSCode
  • Sublime text
  • Web design
  • Web Development
  • WordPress
  • Bootstrap
  • Adobe Photoshop
  • Adobe Lightroom

Work Experience

Library Assistant

Brisbane City Council
August 2021 – Present

  • Provided exceptional customer service while performing a range of duties that contributed to the smooth operation of the branch
  • Managed circulation desk, handling customer queries and ensuring timely resolution
  • Responsible for shelving and shelf checking, as well as basic administrative tasks
  • Rotated through various teams to facilitate staff development and optimal resource utilisation
  • Led and modelled customer focus, consistently treating all internal and external customers with honesty, fairness, sensitivity, and dignity
  • Communicated effectively with customers to provide an efficient and timely service, promoting library products and services to grow membership and usage
  • Participated in promotional activities, including children’s literacy programs
  • Presented a positive corporate image, building customer loyalty and confidence through active listening and responding to routine customer queries
  • Followed all safety procedures and legislation in accordance with the library’s Zero Harm Policy

Guest Services & Airport Control

Guest Assistance Coordinator
Airport Movement Coordinator (AMCO)
Guest Services Agent
Virgin Australia Airlines
October 2014 – October 2020

  • Supported the preparation and delivery of aircraft load and trim documentation
  • Coordinated third parties servicing aircraft, such as refuelling, catering, and cleaning
  • Provided top-tier customer service to passengers by assisting with reservations, ticketing, check-in, and boarding processes
  • Responded to customer inquiries and complaints in a timely and professional manner, utilising excellent communication and conflict resolution skills
  • Collaborated with cross-functional teams, including operations, sales, and maintenance, to ensure efficient and seamless travel experiences for guests
  • Providing specialist care and assistance to customers with physical, emotional, and psychological difficulties in accordance with the United States Air Carriers Access Act (ACAA)
  • Managing a team of guest service staff, providing direction, coaching, and feedback, and documenting this in a timely manner
  • Providing assistance to passengers with disabilities in moving around the airport, boarding and exiting the aircraft, and bringing necessary mobility aids and service animals on board
  • Making reasonable efforts to accommodate the special needs of passengers with disabilities, such as providing alternative format meals or medical oxygen
  • Providing information to passengers with disabilities about their rights under the ACAA and how to request assistance and accommodations
  • Training employees on how to assist passengers with disabilities in accordance with the ACAA.

Journalist | Content Writer

Broadbent Media
October 2013 – December 2013

  • Research and write engaging, informative, and accurate news articles and features for a digital news organisation
  • Work with editors to conceptualise and develop story ideas and angles
  • Conduct interviews with sources and experts as needed
  • Stay up-to-date on current events and emerging trends in the news industry
  • Collaborate with the marketing and social media team to create promotional content for the organisation’s various platforms
  • Edit and proofread content for grammatical accuracy and clarity
  • Contribute to the development and maintenance of the organization’s editorial calendar
  • Attend industry events and conferences to network and gather information for future stories
  • Maintain a high level of professionalism and adhere to the organization’s editorial guidelines and standards

Assistant Store Manager

BWS Liquor – ALH Group
March 2010 – June 2012

  • Utilised strong financial, stock, and people management skills to deliver exceptional customer service and drive sales profits
  • Demonstrated problem-solving abilities in a fast-paced retail environment, proactively resolving day to day issues
  • Possessed excellent communication skills and a passion for customer service
  • Effectively managed store finances and team members, contributing to the overall success of the store
  • Consistently upheld company values, prioritising the needs of customers, communities, and the business.

PADI Dive Instructor | Divemaster | Dive Supervisor

Independent & Various Adventure Tourism Operators
October 2004 – April 2013

  • Demonstrating proper diving techniques and serving as a role model for other divers
  • Assessing students’ knowledge, skills, and physical abilities to determine their readiness for certification
  • Developing and delivering instructional presentations, including lectures, videos, and hands-on training sessions
  • Managing and organising student diving equipment
  • Maintaining accurate and up-to-date records of student progress and certification
  • Providing emergency care and first aid as necessary
  • Promoting the PADI System of diver education and adhering to PADI standards and procedures
  • Maintaining current and valid professional liability insurance
  • Coordinating with the vessel captain to determine the safest location and operational procedures for conducting recreational diving and diver training.
  • Overseeing the safety and well-being of all divers on the vessel
  • Ensuring that all diving activities are conducted in accordance with PADI standards and guidelines
  • Developing and implementing emergency response plans.
Education

Bachelor of Business Management

APM College of Business and Communication – Torrens University (Completed 2013)

Majoring in Communications – Marketing and Public Relations

Key Highlights

  • GPA of 3.2 / 4
  • Student Representative to the Board of Directors
  • Hand picked by an Award Winning Business Journalist to work for a new online media company
  • Compliment from my business law lecturer that “Stephen was the best student I’ve ever had!”

Diploma of Financial Planning

Australis College (Completed 2013)

Focus on Life Insurance – Superannuation & Managed Investments

Other Training & Coursework

Advanced Diploma of Nutritional Medicine – Theory Coursework (2011)

Certificate III in Investigative Services – Private Investigations

Conducting Surveillance and Working in A Surveillance Team

Training in preparing evidence for court

Licenses

CASA RePL

Aviation Radio Operators Certificate

Maritime Radio operators Certificate fo Proficiency

Construction Industry White Card

Blue Card for working with children

Projects

Company Website – Franklin Media Australia (Ongoing)

Personal Portfolio Website (Completed Ongoing)

Solana Token Development (Completed 2022)

Chip the AI Chirp Bot – AI Twitter Bot (Completed 2022)

Mission Name Marauder – NSA Style Codename Generator (Completed 2022)

Professional Development

“IT Help Desk for Beginners” LinkedIn Learning, (4th August 2022)

“First 5 Forever Literacy and Little Ones Workshop” State Library Queensland (26th November 2021)

“CASA Remote Pilots License” UAV Training Australia, (November 2020)

“AWS Concepts” Linux Academy Online Training (2nd February 2020)

“AWS Essentials” Linux Academy Online training (23rd March 2020)