Professional Documents
Culture Documents
BSBWOR501 Task 1
BSBWOR501 Task 1
ASSESSMENT
STUDENT DETAILS
Student Name
Student ID No.
Group No.
Date of submission
ASSESSMENT DETAILS
ASSESSOR DETAILS
Assessor Name
Table of Contents
Assessment - BSBWOR501-Manage personal work priorities and professional development
Good coffee is also a priority at CoffeeVille. Coffeeville offers employment to friendly, experienced
staff. If employees skills have become obsolete, CoffeeVille will help employees brush up by providing
professional training.
Journal
Gathered Information Information Source Date How the information is
going to help task in hand?
Company Intranet, 20th April 2019 Enables me to understand
1. Company’s vision and
Employee Handbook, the organization's purpose
mission statement
Company Business Plan and its overall intention.
Company Business Plan 20th April 2019 The directions allow me to
2. Business and strategic
understand the part I should
direction
be playing in contributing to
the achievement of the vision
and objectives
Employee Handbook, 19th April 2019 This information allows me to
3. Relevant policies,
Company Intranet establishes acceptable
procedures and
behaviour and the sequence
protocols for new staff
of steps to be followed in a
at Coffeeville
consistent manner.
Job Opening 18th April 2019 It allows me to understand
4. Staff responsibilities and
Advertisement clearly on my responsibility
authority
and have clarity, alignment,
and expectations when
executing the work
Job Opening 20th April 2019 It clearly defines the
5. Technology utilised in
Advertisement technology needed as I will
your job role
need to ensure I am able to
utilised or should improve
myself to certain required
technology.
Marketing Plan, 20th April 2019 It helps me to understand and
6. You SWOT Analysis
Company Business Plan focuses on company
strengths and to take possible
advantage of opportunities
Portfolio
Telephone Courtesy
Employees always try to answer the phone promptly within three rings. It need to be always answered
in a friendly, polite manner.
Dress Code
All staff members are required to wear black or khaki coloured trousers and CoffeeVille branded polo
shirts. Clothing which is faded, tattered or contains holes is not acceptable. one polo shirt will be
provided at no cost and to be returned upon completion of contracts.
Grievance Policy
Every employee has the right to lodge a grievance with their manager if they believe a decision,
behaviour or action affecting their employment is unfair. An employee may raise a grievance about
any performance improvement action taken against them.
Smoking Policy
The workplace is smoke free and smoking breaks are not included in contracts of employment.
Smoking inside the restaurant is prohibited by law. Areas outside of CoffeeVilleare unsuitable for
smoking for all customers and staff.
Dependable Wi-Fi
Wi-Fi need to be stable to ensure that employees are able to increase the productivity while working.
Cybersecurity
Office need to be armed with multi-factor security to ensure all documents is being safeguarded from
unauthorised access.
Cloud-Based Platforms
Cloud based platforms make documents and information easier to be accessed and have better
security on it.
6. SWOT Analysis
Strengths
Excellent staff, highly skilled at coffee making and food preparation.
Great location.
High customer loyalty.
Coffee and food offerings that exceed competitors’ offerings in quality and speed.
Weaknesses
A limited marketing budget to develop brand awareness.
Limited space and capacity to serve more customers.
High cost of sales associated with choice to provide fair trade and organic food and coffee.
Opportunities
Strong market potential.
A significant percentage of the target market still not visiting CoffeeVille on a daily basis.
Expansion and franchising.
Extension of business hours.
Corporate catering
Threats
Competition from local cafes and food service providers.
Uncertainty of worldwide coffee supplies.
Potential shifts in population when buildings or streets are redeveloped.
7. Updated resume
CALL CENTER REPRESENTATIVE
Cooper Swanton
CONTACT
Email:
youremail@gmail.com
Phone:
Address:
4 McPherson Road
PRENTICE NORTH
3685 Victoria
Linkedin:
linkedin.com/in/yourprofile
CAREER OBJECTIVE
• Experienced: Customer service professional with 4+ years in call centers and hospitality
services
• Efficient: Adept at handling various calls on a daily basis, while consistently resolving client
issues in a short time span
• Bilingual: English – Native ; Spanish – Conversational ; Able to provide clear customer
service in both languages
EXPERIENCE
CALL CENTER REPRESENTATIVE
Coffeeville / April 2019 – Present
• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Handle 50+ customer interactions per day, giving detailed, personalized, friendly & polite
service to ensure customer retention
• Memorized all company products and services to be able to answer all customer questions
quickly and efficiently, and make relevant upsells.
• Receive source data such as customer names, addresses, phone numbers, credit card
information, and enter data into various customer service software
• Conversational in Spanish (able to meet all customer service requirements with Spanish
speakers)
• Trained 3 new employees in customer service script recitation, conflict resolution, and data
entry practices
• Able to set up laptop, headphones, microphones, Skype, or any other chat client service to
converse with customers
WAITER
Andolini’s Pizza, / June 2012– August 2014
• Bussed tables, presented menus, seated customers, and assisted waiters with drink orders
• Trained 3 new hosts in providing excellent customer service and conflict resolution techniques
EDUCATION
B.A. ENGLISH
Angad Australian Institute of Technology
2014
A.A. MUSIC
Angad Australian Institute of Technology
2012
Portfolio checklist
Gather and use information from a wide variety of appropriate sources, including:
organisational documents, personal documents, information about training and
professional development, etc.
Demonstrate awareness of role model status of managers and how they should
provide this through own work organisation and planning.
Analyse and consider personal, team and organisation’s goals and objectives.
Assess their personal performance in varying work settings and outline strategies
for improving and maintaining it.
Analyse their abilities and the requirements of their role and then access and
evaluate suitable accredited training.
Use networks (internal and external) to source information and enhance knowledge
and skills.
References
Student Workbook, 2011, BSBWOR501-Manage personal work priorities and professional
development, Innovations and Business Industry Council, Australia