Robert L Kienbaum

ROBERT KIENBAUM 31 Lanita Street, Delacombe VIC 3356 E:-Mobile:- Curriculum Vitae Background As a Senior Administrative Officer who has undertaken and managed multiple complex assignments with conflicting deadlines, I possess an excess of twenty years’ administrative experience both within and beyond local council in both the United States and Australia. I am also experienced in various programs and tasks including Content Manager (Trim), Pathway, Office 365 (including Microsoft Office Suite, MS Projects and Excel) and Adobe Pro. I routinely operate with a strong sense of urgency and thrive in a fast-paced setting. Core competencies and training include: City of Ballarat Arts & Culture Unit ● Ballarat, Victoria ● 2013 – 2019 The Arts & Culture Unit of Council (now known as Arts & Events) is dedicated to supporting & promoting Ballarat's key cultural tourism focus, community cultural activities contributing to the engagement and the wellbeing, and personal development of all Ballarat residents. Arts & Culture Administrative Officer (Community Arts Officer)  Responsible for the administrative functions of the unit and direct support to the Arts & Events team as a whole by drafting correspondence including contracts, invitations and mailing distribution lists for events and exhibitions, serving as the office OH&S liaison for training and signoff, raising and reconciling purchase orders, creating and maintaining invoice tracking tools to ensure payment and minute taking.  Maintenance of office-related documentation and records, including fiscal agreements/artists contracts, purchase orders, invoice processing and account reconciliation.  Demonstrated high level of customer service, working with external stakeholders as well as nurturing and liaising with internal departments within Council.  OH&S management, including ensuring the office is compliant with all required Health and Safety procedures.  Supervised temporary staff as needed, including orientation, performance management reviewing of timesheets.  Developed new financial accounting processes resulting in an organised, efficient method.  Collaborated with the Events and Arts Manager and Executive Manager to prepare content, agendas and structure for the Events Team. Ballarat Health Services ● Ballarat, Victoria ●- Ballarat Health Services provides Ballarat and district and the Grampians region communities with access to a comprehensive range of health services including acute, sub-acute and allied health, psychiatric services, aged residential care and community-based services. Outpatient Clerk  Provided high level of customer support to inpatients arriving for their scheduled appointments, providing correspondence to patients upon confirming future appointments, assisting nursing staff in administrative functions and providing excellent service of care to patients both over the phone and over the counter.  Responsible for assisting in database management and transition to ensure data integrity was maintained during a database transfer. 1|Page     Excellent interpersonal and customer service skills; an ability to directly interact with a wide range of multicultural and diverse members of the public. A proven ability to adapt to changes in the workplace quickly and effectively and work well under pressure. Strong prioritisation and time management skills. Strong computer and administrative skills and the ability to learn new programs quickly. Experience with MS Office including MS Word, Outlook and Excel. City of Portland Revenue Division ● Portland, Oregon, USA ●- The Revenue Bureau collects revenues to fund essential services and provides regulatory oversight for protection of the public. Tax & Revenue Specialist III & IV  Responsible for performing a variety of day-to-day workload and planning duties and participating in team and bureau-focused meetings, as well as compliance, process improvement, diversity, and other functions.  Providing strong senior administrative support and assistance to specialists, inspectors and staff as well as excellent customer service with taxpayers and clients both over the phone and in person.  Served as a resource and trainer to other specialists and performing duties such as coordinating customer service activities with other work groups in an effort to raise the standard of customer service throughout the bureau as a whole.  Served as team leader for developing guidelines for collections and compliance, giving input and explaining how process/steps impact workload and collection actions.  Assisted in preparation and dissemination of informational and regulatory documents for the public, other departments, external stakeholders and accountants.  Sat on Focus Groups and Steering Committees as a member dedicated to increasing customer service within the division.  Created new policies and training materials to address customer service for both existing staff and new hires.  Managed a weekly collection list of delinquent clients; assisted taxpayers to gain compliance, worked with extremely confidential information requiring a high level of attention to detail. Willamette Writers Conference ● Portland, Oregon, USA ● 2003 – 2010 Willamette Writers is the largest writers’ organization in the Pacific NorthWest. Writers of all genres, at all stages of their careers attend the meetings, annual conference and workshops to connect with the industry, hone their craft, publish their work, gain represtentation and advance their careers. Supervisor of Film and Literary Volunteers Key responsibilities included liaising with Film and Literary Producers, Agents and Managers, scheduling volunteer shifts for over forty (40) volunteers for a three day conference, updating training manual, forms and procedures for Film and Literary students prior to volunteering, provide exemplary customer service focused on issue resolution and customer satisfaction, Efficient pro-active problem solving/averting potential "crises", (last minute cancellations, no-shows by talent, etc.)     Contributed to event planning and trouble-shooting as part of the Conference Committee. Coordinated induction orientation, ID generation and ensuring all paperwork is completed and filed properly and timely prior to the event. Provided detailed reports of volunteer productivity and utilisation as well as daily event scheduling, processing, etc. and submit report to Event Coordinator and Chair. Coordinated training requirements for new and return volunteers. 2|Page  Created and maintained spreadsheets using Microsoft Office Suite (Word, Excel, and Outlook) to manage volunteer schedules, correspondence and dissemination of information. City of Portland Housing Bureau ● Portland, Oregon, USA ● 2003 - 2004 The Portland Housing Bureau is a Compliance Division of Council which works to solve the unmet housing needs of the people of Portland by supporting programs that assist low-income Portlanders find, rent, buy, retain and repair their homes, bringing together our partners and leading them as we assess the city’s housing needs, choose the best solutions to efficiently meet them and identify how to pay for them, and reaching out to racially and culturally diverse groups to ensure their participation in the economic opportunities our housing investments create. Lead Administrative Specialist  Organised and engaged in outreach training programs with the public, identifying methods in which program efficiency can be increased and compiling the data into a report to be presented to the Operations Manager.  Executed a high level of Customer Service skills over the phone, email and in person; often dealing with upset/volatile or confused clients, explained housing compliance code and regulations and escalated to Housing Inspectors as required, as well as greeting, assisting, educating and directing customers and public  Maintained a large database requiring daily prioritisation and identifying ways in which productivity could be increased.  Provided an exemplary level of customer service as part of a call bank with a focus on handling complaint resolution.  Monitored of the productivity and utilisation of the team to identify ways the program's efficiency and output could be increased.  Identified critical situations pertaining to user and personnel issues within the team and highlighting these issues to the Operating Manager. TRAINING & PROFESSIONAL SKILLS Microsoft Suite: Word (advanced), Excel (advanced), Access, MS Projects, Outlook ● HTML (Basic) ● Ability to read, interpret and explain code and law to the public ● Effective Leadership Training ● Skilful Coaching ● Effective Cross-Cultural Communication & Conflict Resolution ● Orientation to Diversity Development & Cultural Competency ● Experience working within local council ● Business Grammar Writing ● Exemplary Customer Service Skills ● Highly Motivated Team Player that understands the importance of working towards a common goal CAREER ACHIEVEMENTS      Received the Passion for Excellence Award (2013) from the City of Ballarat Promotion: Office Support Specialist III to Revenue & Taxation Specialist III Promotion: Revenue & Taxation Specialist IV Assisted in the creation and implementation of tools for my team in order to achieve a higher level of customer satisfaction Drafted new policies and pro forma documents for use in contractual obligations