Summary
Overview
Work History
Education
Timeline
Hi, I’m

Alicia MacDonald

Chirnside Park,VIC

Summary

Professional Summary Key Achievements Passion and Commitment

Seasoned Operations Manager with 3 Years of Leadership Excellence

As an accomplished leader at St John Ambulance Victoria, I have successfully overseen a team of 15 professionals responsible for dispatching non-emergency ambulances and managing deceased persons transport for the Coroners Court of Victoria. My multifaceted role involves ensuring adherence to KPIs, maintaining customer satisfaction, and meeting critical financial deadlines. Regular engagements with hospital clients and Ambulance Victoria underscore my commitment to seamless operations.

  • Strategic Leadership: Guided a high-performing team, consistently achieving KPI targets and ensuring customer delight.
  • Resource Optimization: Skillfully managed daily job volumes, ensuring optimal resource allocation.
  • Protocol Adherence: Rigorously enforced established procedures, maintaining service excellence.
  • Process Architect: Developed and documented robust processes across diverse contracts.
  • Data Insights: Proficient in Power BI, I analyze volumes, delays, and performance indicators through pivot tables.
  • 24/7 Office Management: Successfully led a round-the-clock office for 3 years, prioritizing team well-being.

My unwavering dedication extends beyond work hours. I believe in giving as much as I receive, fostering a supportive environment where every team member feels valued. As someone who enjoys climbing ladders—both metaphorically and literally—I seek an organization that reciprocates my commitment to excellence.

Overview

7
years of professional experience

Work History

St John Ambulance Victoria
Chirnside Park, VIC

Team Leader Communications
05.2017 - Current

Job overview

  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Developed strategies for problem solving and conflict resolution among team members.
  • Conducted regular performance reviews to assess individual team member progress.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Created training materials and conducted group trainings on new processes or procedures.
  • Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Established clear expectations for employees, providing guidance when needed.
  • Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
  • Analyzed data from various sources to identify areas of improvement in the department's operations.
  • Collaborated with other departments to ensure alignment of goals across teams.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Ensured compliance with all safety regulations in the workplace.
  • Resolved customer complaints in an effective manner while maintaining a high level of customer service.
  • Implemented changes in response to changing business needs or customer demands.
  • Managed budgeting responsibilities including forecasting expenses, tracking spending, and preparing reports for upper management.
  • Participated in regular meetings with senior leadership to provide updates on team progress.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Delegated daily tasks to team members to optimize group productivity.
  • Kept work areas clean, neat and free of safety hazards to maximize efficiency.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Fostered positive employee relationships through communication, training and development coaching.
  • Completed daily quality assurance duties to provide feedback for improvements.
  • Conferred with other supervisors to coordinate operations and activities within or between departments.
  • Interviewed and selected potential new team members from list of candidates recommended by recruitment team.
  • Helped mitigate and resolve data issues by analyzing situation and implementing appropriate solutions.
  • Created and distributed monthly, quarterly and annual reports to management regarding performance.
  • Maintained positive working relationship with fellow staff and management.
  • Identified needs of customers promptly and efficiently.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Implemented strategies to take advantage of new opportunities.
  • Analyzed key performance indicators to identify effective strategies.
  • Created plans to propose solutions to problems related to efficiency, costs or profits.
  • Evaluated needs of departments and delegated tasks to optimize overall production.
  • Monitored operations and reviewed records and metrics to understand company performance.
  • Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
  • Organized client meetings to provide project updates.
  • Analyzed company's expenditures and developed financial models.

Education

Swinburn University
Hawthorn, VIC

from Non Emergency Patient Transport
02-2017

Timeline

Team Leader Communications

St John Ambulance Victoria
05.2017 - Current

Swinburn University

from Non Emergency Patient Transport

Similar Profiles

CREATE PROFILE
Alicia MacDonald