ALANA O’KEEFE
Hamlyn Terrace,NSW
Summary
Proficient operations professional with extensive experience overseeing business operations. Highly skilled at leading employees while promoting and encouraging growth.
Overview
16
16
years of professional experience
Work History
OPERATIONS
O’Keefe Plumbing
Hamlyn Terrace , NSW
01.2021 - Current
- Running day-to-day operations including emails and phone calls
- Project manage renovation works between various trades
- Processing of council documents and administration tasks as required
- Oversee all business operations including running of weekly and monthly reporting
- Reconciliation of accounts via Xero
- Ensure company policies and legal guidelines are communicated and followed at all times
- Communicate and maintain relationships with employees, customers, business partners, contractors and suppliers
- Oversee the company’s financial performance, investments, and other business ventures
- Delegate responsibilities and construct work schedules
- Accounts payable and receivable
- Marketing platform management for social media.
- Negotiated contracts with vendors for purchase of materials needed for repairs or upgrades.
- Maintained up-to-date records regarding work performed by plumbers for warranty purposes.
- Identified opportunities for cost savings through improved processes or technologies.
- Coordinated with subcontractors to ensure timely completion of projects on budget.
- Managed payroll information for plumbing staff members including tracking hours worked.
- Monitored progress of all plumbing projects to ensure completion within budget and timeline.
Operations Manager
Advance Design Pty Ltd
Wyong , NSW
01.2015 - 01.2020
- Improve operational management systems, processes, and best practices
- Formulate strategic and operational objectives
- Optimise and managed a finance team to ensure collection KPIs were met.
- Coordinated cross-functional teams to ensure timely delivery of products and services.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Managed staffing needs through recruitment, selection, onboarding and training.
- Developed key performance indicators to measure effectiveness of operational processes.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Led cross-functional teams in problem-solving activities related to process improvements or new product launches.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Negotiated contracts with vendors for services necessary for daily operations.
- Resolved conflicts among team members by mediating disputes and proposing solutions that both parties could agree upon.
Supervisor Production Liaison
Polytec
Charmhaven, NSW
01.2012 - 01.2015
- Create an inspiring team environment with an open communication culture
- Set clear team goals
- Delegate tasks and set deadlines
- Oversee day-to-day operation
- Monitor team performance and report on metrics
- Discover training needs and provide coaching
- Listen to team members’ feedback and resolve any issues or conflicts
- Recognise high performance and reward accomplishments
- Implemented cost-cutting measures without compromising the quality of services offered.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
Customer Service Manager
Tesrol Doors
Wetherill Park , NSW
01.2008 - 01.2012
- Developed and implemented strategies for providing excellent customer service experience.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Developed policies and procedures related to customer service operations.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Monitored staff performance to ensure adherence to customer service standards.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Education
HSC COMPLETED -
Nepean High School
Skills
- Excellent knowledge of management methods and techniques
- Sound working knowledge of customer service software, databases, and tools
- Ability to multitask and manage priorities effectively
- Identify best practices, recommend and implement
- Ability to read people, and adjust style and approach to encourage better outcomes
- Ability to think strategically and to lead
- Engage staff and customers alike
- Strong communication and negotiation skills
- Ability to nurture and support through encouragement
- Actively listen and encourage drive and collaboration, building better relationships
- Structure tasks and responsibilities based on objectives
Professional Development
Attended various courses and training in, Customer Service, Leadership, HR, WHS, Finance, motivating staff, Managing Time, effectively dealing with complaints, Performance Management, Managing Teams
References
Available on request
Affiliations
- I enjoy going to the gym and running, I also enjoy cooking for my family and reading a good book
Accomplishments
- My husband owns a local plumbing business, I effectively set up correct software systems and automation so that the business can run with minimal administration needs.
References
References available upon request.
Timeline
OPERATIONS
O’Keefe Plumbing
01.2021 - Current
Operations Manager
Advance Design Pty Ltd
01.2015 - 01.2020
Supervisor Production Liaison
Polytec
01.2012 - 01.2015
Customer Service Manager
Tesrol Doors
01.2008 - 01.2012
HSC COMPLETED -
Nepean High School
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