Angad Australian Institute of Technology

ASSESSMENT

STUDENT DETAILS

Student Name

Student ID No.

Group No.

Date of submission

ASSESSMENT DETAILS

Unit Code BSBWOR501

Manage personal work priorities and professional

Unit Name/Title
development

Assessment Task No Task 1

Assessment Name/Title Portfolio and journal

Qualification Diploma of Leadership and Management

ASSESSOR DETAILS

Assessor Name

Table of Contents
Assessment - BSBWOR501-Manage personal work priorities and professional development

Description of the workplace.................................................................................................................. 1

Journal................................................................................................................................................... 1
Portfolio................................................................................................................................................. 3
1. Company’s vision and mission statement..................................................................................3
2. Business and strategic direction................................................................................................ 3
3. Relevant policies, procedures and protocols for new staff at Coffeeville...................................3
4. Staff responsibilities and authority............................................................................................. 4
5. Technology utilised in your job role............................................................................................ 4
6. You SWOT Analysis.................................................................................................................. 5
7. Your updated resume................................................................................................................ 6
Portfolio checklist................................................................................................................................... 8
References............................................................................................................................................ 9

Student Name SID S Page A of L

Assessment - BSBWOR501-Manage personal work priorities and professional development

Description of the workplace

Coffeeville support communities on a global scale through sourcing a range of fair trade coffees. In-
store, Coffeeville focus on building a friendly, team-oriented working community.

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
1. Company’s vision and
mission statement
2. Business and strategic
direction
3. Relevant policies,
procedures and
protocols for new staff
at Coffeeville
4. Staff responsibilities and
authority
5. Technology utilised in
your job role
6. You SWOT Analysis
Information Source
Company Intranet,
Employee Handbook,
Company Business Plan
Company Business Plan
Employee Handbook,
Company Intranet
Job Opening
Advertisement
Job Opening
Advertisement
Marketing Plan,
Company Business Plan
Date How the information is
going to help task in hand?
20th April 2019 Enables me to understand
the organization's purpose
and its overall intention.
20th April 2019 The directions allow me to
understand the part I should
be playing in contributing to
the achievement of the vision
and objectives
19th April 2019 This information allows me to
establishes acceptable
behaviour and the sequence
of steps to be followed in a
consistent manner.
18th April 2019 It allows me to understand
clearly on my responsibility
and have clarity, alignment,
and expectations when
executing the work
20th April 2019 It clearly defines the
technology needed as I will
need to ensure I am able to
utilised or should improve
myself to certain required
technology.
20th April 2019 It helps me to understand and
focuses on company
strengths and to take possible
advantage of opportunities

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Assessment - BSBWOR501-Manage personal work priorities and professional development

available to the company. It

also helps me to understand
the weakness and tries to
minimize threats

Job Seeking Websites 20th April 2019 My resume will shows me on

7. Updated resume
my capability and my
previous experience. These
will able to evaluate myself
with the current job roles and
my ability. Training will be
needed to if I does not
possess the capability.

Student Name SID S Page 2 of 12

Assessment - BSBWOR501-Manage personal work priorities and professional development

Portfolio

1. Company’s vision and mission statement

Company Vision
Within five years, CoffeeVille will have established itself as a premier provider of gourmet coffee and
food for the ethically and socially aware Melbourne coffee drinker. CoffeeVille will have expanded to a
number of key locations in the Melbourne CBD.
Company Mission
CoffeeVille provides a unique and compelling cafe experience for the discriminating and socially
aware Melbourne coffee drinker. CoffeeVille provides:

 high quality, fair trade coffee

 superior hot and cold gourmet food and beverages
 consistently high level of service that is expert and knowledgeable, fast and friendly

2. Business and strategic direction

i. Increase revenue through targeted marketing campaigns.
ii. Control direct and indirect operational costs.
iii. Maintain superior product and service quality standards.
iv. Establish CoffeeVille brand as ethical and environmentally responsible company.
v. Maintain highly trained and motivated staff.

3. Relevant policies, procedures and protocols for new staff at Coffeeville

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.

Anti-Discrimination, Anti-Harassment and Anti-Bullying Policy

CoffeeVille is committed to provide a workplace free from discrimination, sexual harassment and
bullying. Behaviour that constitutes discrimination, sexual harassment or bullying will not be tolerated
and will lead to action being taken which may include dismissal.

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Assessment - BSBWOR501-Manage personal work priorities and professional development

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.

Health and Safety Policy

CoffeeVille is committed to the continued wellbeing of its employees and to ensuring that all
employees are safe from injury and health risks whilst undertaking work-related duties, including
home-based work.

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.

Performance Management Policy

The development and progress of individual employees are fundamental to CoffeeVille’s future
performance. In addition to provide the opportunities for professional development, CoffeeVille aims to
help individuals by monitoring and supporting them in their personal growth and development.

4. Staff responsibilities and authority

 referred to in your position description or any similar documents together with such other
duties and responsibilities as may from time to time reasonably be assigned and
communicated to you by the person to whom you report
 in accordance with CoffeeVille policies advised to you from time to time
 honestly, diligently, and to the best of your ability and endeavour to promote and protect its
interests.
 and not undertake any activities or other employment that could result in a conflict of interest
between you and CoffeeVille.

5. Technology utilised in your job role

Reliable Conference Lines / Communication Tools

It’s the Important to have reliable conference lines or communication tools that able to connects team
members at all locations.

Dependable Wi-Fi
Wi-Fi need to be stable to ensure that employees are able to increase the productivity while working.

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Assessment - BSBWOR501-Manage personal work priorities and professional development

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.

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Assessment - BSBWOR501-Manage personal work priorities and professional development

7. Updated resume
CALL CENTER REPRESENTATIVE

Cooper Swanton
CONTACT

Email:

youremail@gmail.com

Phone:

(03) 5330 9473

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.

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Assessment - BSBWOR501-Manage personal work priorities and professional development

• Keeping records of customer interactions, transactions, comments and complaints.

• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.

CALL CENTER REPRESENTATIVE

Adzura Network / September 2014 – April 2019

• 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

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Assessment - BSBWOR501-Manage personal work priorities and professional development

Portfolio checklist

Have the following completed? Yes No

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.

Record decision making when prioritising work.

Demonstrate an understanding of a range of different technologies and their use

for work management.

Demonstrate their ability to maintain a healthy work/life balance.

Analyse their abilities and the requirements of their role and then access and
evaluate suitable accredited training.

Determine their personal learning styles and evaluate suitable development

opportunities.

Use networks (internal and external) to source information and enhance knowledge
and skills.

Demonstrate understanding of networks as a means to enhance personal

knowledge and skills.

Demonstrate knowledge of legislation relevant to work prioritisation and

professional development.

References
Student Workbook, 2011, BSBWOR501-Manage personal work priorities and professional
development, Innovations and Business Industry Council, Australia

Student Name SID S Page 8 of 12