Deborah Hamilton
Noosaville,QLD
Summary
Seasoned Operations Manager and talented leader 3 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
6
6
years of professional experience
Work History
Operations Manager
Vivid Property Services
2021.07 - Current
- Achieved CEO Employee of the Year award in 2023.
- Manage operational and client relationships across a portfolio of 300 clients from Port Douglas to Coolangatta
- Coordinate the operations team to deliver services in accordance with client requirements and company standards
- Develop and implement operations plans and resourcing strategies
- Oversee recruitment, retention, and performance management of employees and contractors
- Execute all people management responsibilities in accordance with Vivid standards
- Ensure compliance with client and Vivid KPIs and deliver on service agreements
- Develop and deliver resourcing plans, including Service Provider selection and negotiation to optimize cost and quality
- Conduct regular performance reviews and implement corrective actions to improve service delivery
- Train and support staff to ensure competency and adherence to company standards
- Lead initiatives to improve operational efficiency and client satisfaction
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed and maintained relationships with external vendors and suppliers.
Client Services and Trainer
Virgin Australia/Swissport
2019.01 - 2021.07
- Delivered training programs and supported new staff in learning customer service roles
- Achieved a 92.14% score in all ASA duties and responsibilities in the knowledge centre
- Led teams in providing exceptional customer service across check-in, tarmac, boarding gate duties, and baggage services
- Developed and maintained strong relationships with peers and management, contributing to a positive workplace culture
- Took initiative in solving complex problems during operational disruptions, ensuring smooth operations
- Utilised extensive knowledge of Jetstar and Virgin Australia operating policies and procedures to train and support staff
- Implemented and monitored training compliance for regulatory and skills-based training, ensuring adherence to WH&S responsibilities
- Consistently delivered positive customer experiences, actively coaching and mentoring team members
- Proficiently used Swissport IT solutions, including Aero-Net and Sabre, to manage operational tasks and improve efficiency
- Assisted in training new customer service team members with Virgin Australia and cross-trained with Jetstar to enhance service delivery
- Developed and updated training materials and documentation, ensuring accuracy and relevance
- Took responsibility for maintaining and updating complex records and documentation, ensuring compliance with company policies.
Skills
- Leadership & Management: Team leadership, performance management, operations planning, resource management.
- Client Services: Customer service excellence, training and development, problem-solving.
- Technical Proficiency: Proficient in Microsoft Office Suite, Google Suite, Swissport IT solutions (Aero-Net, Sabre).
- Communication: Excellent verbal and written communication, public speaking, interpersonal skills.
- Organisational Skills: Time management, administrative planning, multitasking.
- CRM Payroll
- ADHOC Sales
- Customer Service
- Operations Monitoring
- Decision-Making
- Inventory Management
- Customer Relationship Management
Accomplishments
- CEO Employee of the Year 2023
- Successfully managed a portfolio of 300 clients from Port Douglas to Coolangatta
- Consistently achieved over 90% in customer service assessments
References
- Jenny O'Brien, General Manager, Service Delivery Technical Training
- Tym Richardson, Project Director
Timeline
Operations Manager
Vivid Property Services
2021.07 - Current
Client Services and Trainer
Virgin Australia/Swissport
2019.01 - 2021.07
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