Brisbane, Queensland, Australia
My name is Shelley and I provide operational leadership expertise. What makes me a successful Operations Manager is my ability to build trust, embrace diversity and drive continuous improvement whilst maintaining strong valuable relationships. I have a proven track record of leading high-performance teams and of boosting business performance. My areas of expertise include the following: ● Corporate experience including business planning, business reporting and managing budgets / travel expense, ● Passionate leadership focused on positive attitude; courage; sound judgement and common-sense approaches, ● Extensive experience in building a robust team culture based on trust and diversity, ● Ability to develop and maintain high performing teams focused on continuous improvement processes, ● Skilled in strategic planning and influencing decisions based on business requirements, ● Substantial experience in human resource management; including risk and change management, performance measurement, workforce planning and coaching/leadership management,
Responsible for providing high level Customer Service to assist Services Australia Customers with front line support for the My Gov website application, Outbound call campaign and the Parents Next Programme. Tasks include releasing emails to create new accounts, generating linking codes, identification checks and amendments, unlocking passcodes for the Website, Express App and Generator Code App and general trouble shooting. Providing Centrelink profile support and answering general queries relating to income reporting for job keeper and job seeker and their fortnightly payments. Interviewing parents for the potential eligibility to participate in the Parents Next Programme and finalising provider appointments. Liaising with Interpreters and Social Workers for Service Australia Customers.
During this tenure I led and coached Operation Corporate Consultant teams encompassing 16 direct and 65 indirect reports. I provided staff training, set goals, and conducted performance reviews. I maintained strong client relationships, ensured ensured exceptional levels of customer service was being delivered, and compiled budgets. I oversaw crisis management, identified opportunities for improvement, and conducted presentations and well as workshops on topics such as Queensland Floods, cyclones, G20 summit, bush fires and COVID-19. I managed corporate accounts, monitored achievement of client's KPIs and SLAs, and contributed to business planning initiatives. I also fostered a collaborative work environment, coordinated functions as well as events, and ran weekly team and staff meetings. Finally I hired Consultants and Team Operations Managers and directed their induction and on boarding process. Some of my key accomplishments included: * Consistently achieving office targets. * Analysing workflow processes, boosting efficiency. * Receiving 100% Personal Customer Satisfaction Score. * Exceeding client satisfaction goal of 95%. * Exceeding client retention goal of 97%. * Rolling out a variety of initiatives including CER logs, on boarding checklist, customer service minimum standard platform, quality assurance checklist as well as cue cards and driving process improvement. * Increasing staff productive enabling headcount reduction. * Growing consultants portfolios by over 60% * Initiating graduate program, training consultants through on boarding and induction course and enabling company to maintain entry level salaries
During this tenure I steered corporate travel arrangements activities including quotes, bookings, travel insurance, and visa information. I maintained client travel policies, achieved service level agreements and met KPIs. I attended supplier functions, built strong relationships, prepared reports, led hotel rate negotiations and tracked supplier deals. I also managed ticketing and reconciled the office BSP. I implemented incentives and coordinated leisure and event arrangements. Some of my key accomplishments included: * Being praised for outstanding performance in 2003. * Promoted to 2IC to support the Operations Manager. * Implementing and supporting the Social Club - the Social Butterflies.