Customer Service Management

RESUME - Gregory Noe

SUMMARY

EDUCATION

Tertiary: Master of Business Administration (International

Studies SE Asia)

BSc (Computer Science)

Technical: Microsoft Certified System Engineer

PRINCE Project Management Certificate

Australian DIT Curriculum Development Certificates

III and IV

Professional: Associate, Australian Computer Society

Member, Australian Institute of Management

PERSONAL

Address: Fairview, Quezon City

Mobile: 091*-***-****

Interests/Hobbies: Computers, sailing, comedy, jazz, cooking, travel

and team sports

Nationality: Australian

E-mail: ***.*******@*****.***

Visa Status: Currently Tourist Visa, but desirous or Work

Visa sponsorship

TIN: 464-968-XXX-000

DETAILED RESUME

Higher Education:

Master of Business Administration, University of Bath, UK

Bachelor Of Science (Computer Science) University of

Queensland, Australia

Professional Training:

Microsoft MCSC, Royal Australian Air Force (RAAF)

Prince Project Management Training Certificate, RAAF

TESOL Certificate (Australia)

Australian Curriculum Development Certificates III and IV,

RAAF

Oxford Drama with Children Leader Training, British

Council, HK, China

IELTS and IELTS Examiner, British Council, Shanghai China

Referees Provided upon request

WORK EXPERIENCE

August 2008 - 2014

Primary School NET Teacher - Sham Shui Po, Hong Kong

I was a full-time NET teacher at a Band 1 DSS Primary School teaching P1 -

P4 primary students English and Cambridge YLE. The English teaching focused

on co-teaching grammar and phonics. I was the English Panel Head at this

school. Also, I was an HKEDB TSA Oral Examiner 2010 - 11.

Listening and Speaking Skills Tutor - Prime English, Hong Kong

I had an ongoing tutoring position at Prime English, teaching adults the

"Prime" method of mastering Oral English.

IELTS English Trainer - Genesis, Prince Edward, Hong Kong

I continued to lecture and train tutors to prepare students for IELTS

English examinations.

Secondary School Drama, Writing Skills and Debating Courses

During the last academic year I taught Drama Courses and Advanced Writing

Skills to a number of

secondary schools S3 / S4 level students and Debating Strategy and Practice

and Public Speaking courses to S6 /S7 level students at secondary schools

around Hong Kong.

Corporate (In-House) English Trainer - Private Casinos, Macau

During the Christmas / New Year period of 2009/2010 and 2012 I taught

various specialised English Skills courses to employees of several casinos

in Macau.

August 2008 - November 2009

Primary School NET Teacher - Wan Chai, Hong Kong

I was a full-time NET teacher at a Band 1 private Primary School teaching

P1 - P6 primary students English, Science, Maths and Drama. The English

teaching focus was on grammar and phonics using IPA. This contract was

renewable, but I decided not to do so.

Listening and Speaking Skills Tutor - Prime English, Hong Kong

I was a tutor at Prime English, teaching adults the "Prime" method of

mastering Oral English.

IELTS English Trainer - Genesis, Prince Edward, Hong Kong

I lectured and trained tutors to prepare students for the IELTS English

examination.

September 2007 - July 2008

Primary School NET Teacher - Choi Hung, Hong Kong

I was a contract NET teacher for P1 - P6 primary students at a Band 1

Primary School teaching English and drama. I was trained in International

Phonetic Alphabet (IPA)

Secondary School Writing Skills and Debating Courses

During the last academic year I taught Advanced Writing Skills to a number

of secondary schools S3 / S4 level students and Debating Strategy and

Practice and Public Speaking courses to S6 /S7 level students at secondary

schools around Hong Kong.

Workplace Management Trainer - Genesis, Prince Edward, Hong Kong

Until May, 2008, I lectured a new course in Workplace Management to 30 post-

grad tertiary students on three weekday nights.

Online Writing Courses (GCSE and A-Levels) Editor - Eng-Class.com, Hong

Kong

I continued to edit and write materials for online English courses. This

was an ongoing commitment, terminable by mutual consent.

September 2006 - July 2007

Primary School NET Teacher - Kowloon City, Hong Kong

I was a contract NET teacher for P3-P6 primary students at a Band 1 Primary

School teaching English, Drama and Science subjects. Texts used based on

New Welcome to English Series and Longman Primary School Science.

Secondary School Writing Skills and Debating Courses

I taught Advanced Writing Skills to a number of secondary schools at S3 and

S4 level students

and Debating Strategy and Practice courses to S6 and S7level students at

Kings College. IELTS and TOEIC.

English Trainer - Genesis, Prince Edward, Hong Kong

I lectured and prepared adult students for their IELTS English examination

and the TOEIC examination. I prepared the curriculum for a new course in

Workplace Management to commence later in 2007.

IELTS Tutor - Yau Tong, Hong Kong

I tutored IELTS Listening and Speaking to a small group of secondary and

adult students.

Secondary School A-Levels English Teacher - Chuen Yuen, Hong Kong

I also taught two classes of secondary school A-Level students for their

English Writing paper for exams in 2008 and 2009, at a Band 1 Secondary

School. It was an official EMB course.

August 2005 - August 2006

Primary School NET Teacher - City 1, Hong Kong

I was a contract NET teacher for P1-P6 primary students at a Band 1 Primary

School. Texts used based on Step-Up Series and New Welcome to English

Series.

Cambridge Flyers Teacher - Hung Hom, Hong Kong

I taught the British Council Cambridge English courses to primary school

students - Cambridge Flyers to P6 students.

Secondary School NET Teacher - Tai Po, Hong Kong

I was a contract NET teacher, teaching HKCEE Paper 3 Speaking for exams in

2007, for Form 4 secondary students at a Band 1 Secondary School. The

course is the official EMB course.

Cambridge Starters and Flyers Teacher - Wong Tai Sing, Hong Kong

I taught two British Council Cambridge Courses to primary school students -

Starters Course to P1/P2 students and Cambridge Flyers to P5/P6 students.

Executive Business English Trainer - Informatics Group, Admiralty, Hong

Kong

I was co-course curriculum developer and one of two Master Trainers for a

new Executive Business English Course, built around the Linguaphone

Training system.

November 2004 - July 2005

IBO Computer Science Teacher, Business Studies and Oral English Teacher -

Shenzhen

In November 2004 a good friend asked if I could assist for awhile at

Shenzhen Oriental English College (SOEC). I was engaged to train IBO Middle

Years Program (MYP) and IELTS to IBO Diploma Program (DP) students. Shortly

afterwards I also took over the Business Studies classes for the senior MYP

students and Computer Science (CS) classes for the DP students.

During my time at SOEC I was involved in senior management as the Head of

IBO CS and conducted a major revamp of the courses for the IBO MYP and DP

programs and developed an almost none existent CS syllabus. I found that

the IBO programs provide an excellent preparation for foreign, non-native

English speaking students.

June 2004 - November 2004

General Manager - Princeton Review / Business Training Center - Shanghai,

China

I accepted a short-term contract position as GM of a HK based training

company as a favour to a business acquaintance. Its operations were

twofold, with the major part being to train students in Business English,

Administration, and Office Professional Courses.

The other part provided Princeton Review examination preparation for SAT,

GMAT, TOEFL and GRE for students wishing to study in the USA and Canada.

The position was essentially to manage the "start-up" operations of the

Shanghai WOFE. I performed the usual gambit of duties as a GM of an MNC in

China, overseeing a staff of 15 people. I had two Centre Managers (Teaching

and Training and Princeton Review) and a Director of Sales and Marketing as

the key executives reporting to me. I left the position after a full-time

GM was recruited.

March 2003 - June 2004

English Lecturer/Teacher - Henan Provincial Government, China

Initially I commenced duties as an IELTS and TOEFL English Teacher with the

Zhengzhou (ZZ) International Language College. In October, I was tasked

with additional duties as Oral English Lecturer at the Zhengzhou Teacher's

College. Subsequently, I commenced teaching at three of the "elite" Middle

Schools there, conducting Oral English classes with Senior Middle School

students.

Additionally, I presented many lectures on behalf of the Henan Education

Bureau to Middle School Teachers in ZZ about "How to teach Oral English"

and similar topics. In May 2004, together with a senior lecturer in ESL

studies from Wolverhampton University in the UK, I was the main speaker at

an English Education Seminars for about 400 Middle School teachers.

Along the way I taught at several private English schools; to students

whose ages range from kindergarten to Middle School. I thoroughly enjoyed

this work, and discovered that I have very broad teaching talents and

abilities.

In February of 2004 I commenced teaching Business English at Zhengzhou

International Language College to both college and university graduates.

Additionally, I gave many corporate seminars to local businesses and

government agencies. Before leaving Zhengzhou I was offered a position as

the Teaching Supervisor and Development Officer.

OTHER

Personal Interests:

Directing, producing or acting in dramas; programming and maintain

computers; hiking around Hong Kong and scenic parts of SE Asia; watching

live comedy; listening to jazz music; Asian and Chinese cooking; travel,

and playing team sports

Current Status:

Retired and living in the Philippines. I am currently overseeing the

renovation of my house in Fairview, Quezon City.

Hence, I am available for interviews and to commence teaching duties, as

required on a preferred full-time basis or part-time/casual basis.

I am on a renewable Tourist Visa, and would require a Work Visa for long-

term employment.

PREVIOUS EMPLOYMENT

July 2001 - January 2003

Manager Australian Public Service

I was employed at RAAF College, RAAF Williams Point Cook Base, as the

Project Manager for the PMETOnline Design Delivery Team. As such I was

responsible for managing a small civilian contract team of nine graphic

designers / web designers and ASP/Jscript/VBScript programmers, with a task

of implementing and designing web based support for training materials to

be made available on a Defence intranet.

The initial stages of the project were completed. The skill sets required

included a thorough knowledge of a variety of software programs covering

all aspects of graphic design and web design, IT support management,

database support skills, project management and competencies with IBM

Learning Management Systems (LMS).

Additionally, I implemented local LAN support for the design team's

functionality. My background, drawn from 2 years of owning and operating a

Graphic and Web Design company and from working in the RAAF for 17 years,

was important in appreciating the RAAF College training processes and

needs. Additionally, my ability to liaise with Defence staff and civilian

contracting companies and my project management skills were important

contributing factors for the team's success.

May 1999 - May 2001

National Australia Bank

Until 15 May 01, I was employed part-time with the National Australia Bank

(NAB) in Melbourne and I served in three roles during the period.

Initially, until March 00, I was trained as a Customer Service Officer

(CSO) in all facets of inbound call centre operations pertaining to the

NAB's broad range of specialist banking services. Subsequently, I was

selected to support the NAB's Internet Banking Help Desk technical support

area, because of my IT qualification as an MCSE. The job required detailed

IT and banking knowledge to assist customers.

Additionally, from July 00 until November 00, I was seconded to assist the

bank's Operations Management Centre project team with the design,

acceptance and implementation of major new call centre MS Access and SQL

databases. The project team was responsible for developing complete

reporting and analysis databases of the call centre's operations that

interfaced with the bank's new and antiquated IT systems.

In November 00, I moved to a new and exciting area in the NAB, the Credit

Card Services Fraud Operations and Risk Management Unit. Integral in the

detection of many varieties of credit card fraud was testing and developing

a recently introduced commercial neural networked risk management computer

solution, from the USA. The neural network computer software is a form of

derived artificial intelligence which actively predicts fraud and learns

using a rule based SQL environment. I was actively involved in the testing

and training of the program as well as fine-tuning of the real time fraud

operations and prevention.

January 1998 - December 1998

Telemarketing Supervisor

Upon my return to Australia, I found employment slightly difficult to

obtain, especially in my preferred area of focusing on using my MBA

specialty areas of the Asian economies. Unfortunately, at that time the

major Asian economies were suffering from what became known as 'The Asian

Economic Crisis', and all corporations which I approached were not

employing or were withdrawing / down-sizing or reducing their exposure to

these countries.

Hence, I looked at 'easy,' yet interesting, diverse employment which

offered a customer service focus. During this time I was employed in three

telemarketing positions in Melbourne; one with POSTEL Australia, one with

Apple Telemarketing and the other with Sale Force Australia. Although these

positions required both inbound and outbound sales skills, they required a

clear focus on customer service and good communication skills. I enjoyed

the position of shift supervisor with Sale Force, but these positions

lacked the necessary challenge and scope for advancement. It was at this

time that I decided to further pursue my post-graduate academic

advancement.

January 1997 - December 1997

Managing Director - Graphics Design Company (Bahrain, Middle-East)

After forming a partnership with a member of the Royal family in January

1997, I opened a small advertising, marketing, graphic / web design,

printing and reproduction company. The company was located in the Bahrain

and specialised in a very broad 'niche' product area. Services ranged from

corporate branding to complete design for major advertising campaigns for

such companies as ITT Sheraton, Silicon Graphics, Xerox and many larger

local firms throughout the Persian Gulf. In August 1997 I decided to expand

into Web Page design, site hosting, and domain server services. My

company employed a local and expatriate staff of 15.

Prior to my decision to divest my share of the company and return to

Australia, my primary role was as day to day operations manager, which gave

me complete autonomy in managing all business negotiations, major

investment strategies and capital equipment purchases.

November 1995 - January 1997

Assistant Manager - Route Planning Office, Gulf Air

Upon returning to the Middle-East, I was re-employed with Gulf Air (GF)

Bahrain, as an aviation expert, specialising in route planning and aircraft

performance. My previous careers in aviation, my GF Boeing 767 ground

training and my recent completion of my MBA, equipped me for this position.

I was extensively involved in instigating modernisation of operations

pertinent to this particular area of the GF operations. I worked

autonomously in creating database management techniques related to the

airline's global operations. From January 1996, I was solely responsible

for the development of two important improvements within the Flight

Operations Department. I organised and wrote their initial Standard

Operating Procedures (SOPs) for the Route Planning Section and I completed

a syllabus for their training regime for use within the Flight Dispatch

Section. This last task also required me to supervise GF ab initio

dispatchers, most of who were of Arabic ethnicity and required extensive

'technical' English language training skills.

November 1994 - October 1995

Master of Business Administration (MBA) Student

Taking advantage of a 'once-in-a-lifetime' opportunity to complete post

graduate studies, I enrolled in a Master of Business Administration (MBA)

program in the UK, with the University of Bath. I completed the 12 month

full-time course and in November 1995 was awarded an MBA (International

Studies).

The MBA enabled me to combine the varied and extensive management and

ethics training which I received in the RAAF, with my strong yearning to

learn business theory, corporate management techniques and a detailed

appreciation of the structure, the philosophies and operations of corporate

entities and global financial markets, at large.

The University of Bath MBA program is academically rigorous and is a

practically relevant program which focuses on developing management and

business skills in three key areas:

1. Analysis and decision-making for current and emerging business issues

2. Cross-functional integration and inter-company relationships, and

3. The management of organisational change

During this program I completed units which were primarily focused on Asian

economies and emerging business markets because of my extensive travel,

knowledge and interest in the region.

August 1994 - November 1994

Gulf Air (GF) Ground School Training

I moved to the Middle-East to commence training with Gulf Air (GF) in

Qatar. GF required precursor Boeing 767 ground school pilot training as

part of the training for their route planning and performance engineers,

prior to taking up appointments with the company. The training was both

extensive and demanding. Both expatriate pilots and Boeing Aeronautical

Engineers conducted their training.

Upon completion of this training, GF experienced a severe financial freeze

on the employment of expatriates. I was offered and accepted a one year

leave of absence, with a written guarantee from the company of employment

at the conclusion of this period.

July 1993 - July 1994

Flight Dispatch Officer - Ansett Airlines, Australia

After resigning from the RAAF, I trained as a Flight Dispatch Officer with

Ansett Airlines, Australia, operating at their Head Office, in Melbourne.

The training provided by Ansett was comprehensive and relied extensively

upon the dispatcher's previous training and 'corporate knowledge' of the

aviation industry.

Ansett operated EDS Computer Flight Planning Systems using PC and mainframe

communications with the EDS host mainframe in the USA, utilising SITA /

ARINC links. PC sessions operated in an OS/2 environment, incorporating

various in-house Ansett communication and computer platforms.

After Ansett International commenced operations, I was involved in writing

new Boeing 767ER and extending the existing aircraft performance databases

which integrated with all the other operational databases interfacing with

several software programs written in different computer languages. I worked

on this program, with two others, but outside of normal rostered shifts (on

an overtime basis) for two months. We were awarded company citations for

work excellence.

Jul 1976 - July 1993

General Duties Aircrew Officer - Royal Australian Air Force (RAAF)

The entire portion of this part of my working life was served as an officer

in the RAAF. Notably, the majority of my time in the RAAF, when not

assigned to overseas flying duties, was spent in areas related to training.

I trained young officers to fly, tutored junior offices for promotion to

senior officer ranks and lectured senior officers. A detailed work history

and training information is available upon request.

Contact this candidate