Tracy Shepherd

• Lead comprehensive digital transformation across not-for-profit organisation, modernising critical ICT infrastructure and implementing cloud-based solutions, reducing operational costs
• Successfully planned and executed annual national healthcare conferences through structured project management, achieving 95% satisfaction rates and increasing year-over-year attendance by 25%
• Spearheaded optimisation of administrative workflows, resulting in a reduction in processing time and improved cross-departmental collaboration
• Oversees company-wide stakeholder engagement strategies, maintaining strong relationships with healthcare providers, industry partners, and remote communities
• Leads and develops a high-performing membership team serving both individual healthcare professionals and corporate healthcare organisations, driving continuous improvement in service delivery and member satisfaction
• Manages Adelaide training facility operations, ensuring optimal resource allocation and safety compliance
• Supports CEO in the delivery of strategic internal projects, company policies, and governance frameworks while managing board reporting requirements
• Developed and implemented strategic IT initiatives that enhanced organisational efficiency, including migration to a new CRM system and integration of Learning Management platforms

Operations manager for busy not-for-profit choir school with 6 large choirs

• Managed financial operations, including payroll, BAS compliance, and financial reporting, ensuring adherence to not-for-profit requirements and fiscal accountability
• Coordinated the planning and execution of large scale events, festivals, and domestic and international tours, delivering seamless and memorable experiences
• Developed and implemented policies and procedures to strengthen operational efficiency and supported the Board with detailed governance reporting
• Led recruitment initiatives for new choristers, expanding choir participation and community engagement
• Directed advertising and marketing efforts to increase visibility and attract talent, leveraging both digital and traditional channels
• Fostered strong relationships with choir families, ensuring clear communication and a positive experience for all stakeholders

• Led comprehensive, solutions-focused management of storewide customer complaints for the largest department store in Scotland, ensuring timely and effective resolution by collaborating with Department Managers to address conflicts and implementing improved practices based on insights gained
• Directed a team of 40 staff and 3 team leaders to deliver exceptional customer service across multiple channels, including in-person, telephone, email, and written correspondence, maintaining high standards and customer satisfaction
• Oversaw the operations of the in-house call centre and order lines, optimising service delivery and ensuring a seamless customer experience
• Managed all aspects of the department store's in-house credit division, maintaining compliance and supporting customer financial needs