Bobby Layt-groves
Liverpool ,NSW
Summary
Seasoned National Operations Manager with broad experience in overseeing daily operations, designing strategic plans and managing teams. Known for improving operational efficiency, streamlining processes and fostering team collaboration. Strengths include problem-solving skills, leadership abilities and commitment to achieving company goals. Previous roles consistently resulted in improved productivity and reduced costs.
Overview
8
8
years of professional experience
Work History
National Operations Manager
Affordable Car Rental
Sydney , Nsw
05.2023 - 09.2024
- Developed and maintained regional operations policies and procedures.
- Ensured compliance with all federal, state, and local regulations.
- Managed the operational budget for national programs.
- Created a system to track customer service requests nationally.
- Coordinated logistics for national events and meetings.
- Provided technical support to regional staff in resolving operational problems.
- Oversaw inventory control of regional supplies and materials.
- Maintained relationships with external vendors for national activities.
- Monitored performance metrics across multiple locations nationwide.
- Analyzed data to identify potential areas of improvement in operational processes.
- Conducted regular audits of regional operations teams to ensure quality assurance standards were met.
- Collaborated with senior management on strategies to optimize operational efficiency across regions.
- Identified process gaps and developed solutions to improve operational performance.
- Established communication protocols between regional offices for sharing information.
- Organized workflow structures within each region to maximize productivity.
- Implemented training programs to ensure team members are up-to-date on best practices.
- Resolved conflicts between departments or individuals related to national operations.
- Reviewed monthly reports from all locations regarding progress towards goals set by executive leadership.
- Assessed customer feedback surveys from different parts of the country to determine service level satisfaction ratings.
- Analyzed financial records from each region to ensure accuracy in reporting results.
- Facilitated meetings among department heads across various locations for problem solving initiatives.
Branch Manager
Affordable Car Rental
Banktowns , NSW
12.2022 - 05.2023
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
- Developed strategies to increase customer satisfaction and loyalty.
- Managed staff scheduling, hiring and training processes.
- Reviewed loan applications to ensure accuracy and compliance with regulations.
- Conducted regular performance reviews for all employees in the branch.
- Monitored financial performance of the branch on a monthly basis.
- Implemented internal control procedures to minimize risk exposure and maximize profitability.
- Provided guidance and support to team members regarding problem resolution and customer service issues.
- Analyzed data to identify trends related to products, services, customers and markets served by the branch.
- Maintained up-to-date knowledge of industry trends, competitive landscape and regulatory environment.
- Resolved escalated customer complaints in a timely manner.
- Established strong working relationships with external partners such as vendors and suppliers.
Customer Service Manager
Affordable Car Rental
Banktowns, NSW
10.2021 - 12.2022
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Developed policies and procedures related to customer service operations.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
Customer Service Representative
Affordable Car Rental
Banktowns, 2200
09.2020 - 10.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Courier
Direct freight
Sydney , NSW
09.2016 - 09.2020
- Loaded and unloaded cargo from trucks, vans, and containers.
- Inspected shipments for damages or discrepancies; recorded any issues found.
- Communicated with customers to coordinate delivery times.
- Maintained accurate records of deliveries and pick-ups using computerized tracking systems.
- Delivered items to residential addresses within specified time frames.
Education
Diploma - Human Resources Development
Tafe NSW
Sydney 01-2022
Diploma - Small Business Management
TAFE NSw
01-2021
Diploma - Businesses Administration
TAFE NSW
Sydney 01-2019
High School Diploma -
Miller High
01-2018
Skills
- Transportation Management
- Key Performance Indicators
- Cost Reduction
- MS Office Suite
- Cross-functional coordination
- Distribution Management
- Warehouse Management
- Standard Operating Procedures
- Recruitment and selection
- Stakeholder Management
- Logistics Management
- Performance Appraisal
- Operational Excellence
- Forecasting
- Sales Support
- Knowledge of performance tracking
- Inventory Monitoring
- Supervisory role background
- Maintenance Scheduling
- Safety protocol
- Staffing oversight
- Workforce Planning
- Strategic Planning
- Facility Management
- Excellent interpersonal skills
Timeline
National Operations Manager
Affordable Car Rental
05.2023 - 09.2024
Branch Manager
Affordable Car Rental
12.2022 - 05.2023
Customer Service Manager
Affordable Car Rental
10.2021 - 12.2022
Customer Service Representative
Affordable Car Rental
09.2020 - 10.2021
Courier
Direct freight
09.2016 - 09.2020
Diploma - Human Resources Development
Tafe NSW
Diploma - Small Business Management
TAFE NSw
Diploma - Businesses Administration
TAFE NSW
High School Diploma -
Miller High