Updated CV for 2016 for Scott Poole

1. SCOTT POOLE
5D / 5-29 Wandella Road Email: sdpoole@gmail.com
Miranda NSW 2228 Mobile: 0400 663 736
Team Leader, Coach and Mentor
A top-performing Team Leader credited with successfully establishing, leading and developing support and
operational teams in a variety of sectors. Strong change management, customer service and disability care
expertise, to deliver quality support to cross-functional teams, in numerous business markets. Excellent
communication skills with ability to manage difficult, often time critical, situations with diplomacy and tact.
Highly accomplished with an approachable, pragmatic work ethic derived from experiences including working
in the UK Armed Forces.
Areas of Expertise
 Team Leadership and Coaching
 High-Level Customer Support
 NSW Disability Services
 Occupational Health and Safety
 Quality Management
 Change Management
 Advanced MS Office
 ITIL Foundation
 Problem Resolution
 Standards & Regulations
 Training & Development
 Counselling
Team Management Experience
 Relocated from London to Sydney to manage and direct the new Service Management Customer Service
Centre, coordinating rosters and providing training and mentoring for my teams and key stakeholders.
 Selected as senior Cathay Pacific stakeholder engaged to clarify and recommend best practices and their
alignment with company strategy.
 Delivered a new business strategy for the Internal Command Centre in support of the new Departure
Control System implemented for Cathay Pacific Airlines.
 Team Lead for development of two global Service Management Support Offices in Australia aswell as
several ‘greenfield’offices at London Heathrow.
 Established and developed a Contact Centre Support Helpdesk Team (30+ staff), in support of Qantas
Airlines, in addition to negotiating Service Level Agreements, Objectives and KPI standards.
Customer Support Experience
 Developed and maintained global relationships, networking and engaging with new and potential clients.
 Created a Service Design and Implementation office, providing global logistic support services, including
the development of detailed support resources and detailed documentation for internal and external
parties.
 Managed two disability homes with clients of varying mental capabilities, fostering quality service and
support through team engagement and consistent process analysis and client / support team needs.
 Coordinated 24/7 roster, often with a hands on approach and a strong focus of supporting guardian and
family relationships, in accordance with NSW Disability Services Act, Standards and Regulations.
 Organised disability homes to ensure needsof clients were met, including cultivating dailyactivities to
promote an enjoyable lifestyle, both individuallyand as a member of the home.
 Facilitated team meetings, occupational health / safety and training, mentoring, statusupdates, client
inductions,medicine management and financial organization as required.
 Ensured an effective and efficient home and team environment with a continual improvement approach
and promotion of client and family interaction on a daily basis.

2. Scott Poole - Resume Resume, Page 2
Technical Experience
 Successfully delivered effective and seamless service, to facilitate on-boarding of new airlines and
developed specific support structures for the Amadeus Altéa platform.
 Monitored client callsrelated to technical issues and provided support with confidence of knowledge and
resolutions.
 QualityManagement ISO 9001: 2008 Auditor.
 Trained in Health and Safety Management (COSHH).
 Licensed High Risk (HR) LF Forklift current holder.
 ITIL Foundation Course qualified, with handson experience leading.
 Microsoft Intermediate trainingin Word and Excel (2010).
 Qualified as Dangerous Good Safety Advisor (DGSA), in addition to beinglicensed in IATA Dangerous Goods
by Air, level 6, with renewals.
 Expert RAF armed forces logistical training with significant familiarity of Service Level agreements (SLA)
and abilityto track and analyze Knowledge Performance Indicators (KPI).
Work History
CSR Limited Information Technology Help Desk Officer Dec 2014 Pr e se n t
Civic Lifestyles Team Leader (Maternity Cover) Jun 2014 Aug 2014
CXC Global Consulting Command Centre & Support Lead (contractor) Oct 2013 Dec 2013
Amadeus I.T. Pacific Team Leader & Service Designer Nov 2005 Oct 2013
ServiceAir / Globe Ground Team Operations Manager Jul 2005 Nov 2005
Gold Air International Senior Operations Controller Aug 2004 Jul 2005
Plane Handling Ltd Dangerous Goods Dispatch Manager Apr 2001 Aug 2004
Lufthansa / Virgin Atlantic Dispatch, Freight & Cargo Expert Aug 1999 Apr 2001
H.M. Forces: Royal Air Force Movements Logistics Controller Jan 1992 Aug 1999
Education & Training
Certificate in Management, Birkbeck University, London
Diploma of Counselling (ACAP) (expected completion 2016)
Software: Microsoft (MS) Windows 7 and 8, Full MS Windows Suite, MS Active Directory, Exchange and Office
365 (which I also use personally). Citrix, Cisco, Siebel and iOS (Apple Mac) savvy.
Awards & Distinctions
Awarded for Leadership, Team Spirit, Partnership & Excellence
as Team Leader, following the successful creation, maintenance, development and promotion of a global
24/7 follow-the-sun service management helpdesk.
Australian and UK citizen