ELLEN STANFIELD
BRISBANE,Australia
Summary
Operations and client services professional with a strong track record in managing teams and enhancing service delivery. Led up to 90 staff to achieve organizational objectives, fostering positive client relationships and resolving concerns with a solutions-focused approach.
Overview
15
15
years of professional experience
Work History
Regional manager
Trident services Australia
12.2022 - 08.2026
- Led, supported and supervised 90 staff to achieve organisational and client service objectives.
- Managed daily operational activities, ensuring efficient and consistent service delivery across all functions.
- Developed and maintained strong professional relationships with clients, customers, and stakeholders to enhance engagement and satisfaction.
- Managed client enquiries, concerns and complaints with professionalism and a solutions-focused approach.
- Monitored service standards and identified opportunities for continuous improvement.
- Ensured policies, procedures and workplace requirements were consistently followed.
- Managed competing priorities while maintaining high levels of accuracy and customer service.
- Worked collaboratively with senior management and internal teams to achieve business objectives.
- Identified operational issues and implemented practical solutions that streamlined processes and improved overall service quality.
- Provided leadership and support during periods of change, increased workload and operational pressure.
Contracts manager
Hudor Cleaning and property services
04.2022 - 12.2022
- Coordinated with international clients to ensure satisfaction and address concerns.
- Built strong relationships with clients, customers and stakeholders.
- Managed daily operations to ensure smooth service delivery.
- Monitored service quality and improved processes.
- Identified operational issues and implemented solutions to enhance workflow.
- Balanced competing priorities while maintaining accuracy and customer service.
- Collaborated with management to align departmental goals and internal teams to meet business goals.
- Supervised and supported staff to achieve business and client goals.
- Coordinated staffing, schedules and workloads.
- Handled enquiries, concerns and complaints professionally.
- Ensured workplace policies and procedures were set up and were followed.
Client services manager
My Pathway facility services
05.2018 - 04.2022
- Successfully managed competing operational and client service priorities while maintaining high professional standards.
- Built and sustained positive relationships with clients, staff and key stakeholders.
- Managed client enquiries and complaints with a focus on resolution and client satisfaction.
- Oversaw daily operational activities to ensure efficient and consistent service delivery.
- Coordinated staffing, scheduling, and operational priorities to ensure optimal service delivery.
- Led, supported and supervised staff to achieve organisational and client service objectives.
- Identified and implemented improvements to processes, communication and service delivery.
- Monitored service standards to identify opportunities for continuous improvement.
- Provided calm, practical and effective leadership during challenging situations and periods of change.
- Ensured compliance with policies, procedures and workplace requirements.
SITE MANAGER
Queensland Facility Services
Eagle Farm, Australia
05.2014 - 01.2018
- Progressed from an on-floor cleaning position to full-time employment, then to 2IC within 12 months, before being promoted to Site Manager.
- Managed daily site operations and coordinated cleaning services to ensure quality standards.
- Coordinated and supervised cleaning staff, allocating jobs based on operational requirements to optimize workflow.
- Created staff rosters aligning employee availability with business needs to maintain service efficiency.
- Worked closely with clients to understand and meet service requirements.
- Processed wages and prepared fortnightly timesheets for approximately 40 employees.
- Maintained accurate records and communicated messages effectively.
- Prepared professional memorandums, letters and marketing material.
- Planned and coordinated logistics and materials for meetings and staff events.
- Assisted with recruitment by screening applications and coordinating interviews.
- Prepared expense reports and capital expenditure requests.
- Managed inventory of office supplies to ensure availability for staff., inventory and purchase orders.
- Operated cleaning equipment and performed cleaning tasks.
- Assisted staff in daily tasks to enhance productivity and efficiency. and management to maintain a safe, professional and productive workplace.
- Completed OHS training and participated in safety meetings, seminars and conferences.
- Acted as a first aid officer for customers and employees.
- Received and directed business correspondence to the appropriate staff or department.
- Eagle Farm, QLD
BAKERY MANAGER
Moggey’s Bakery
Burpengary, Australia
01.2012 - 12.2013
- Managed bakery operations while the owners travelled overseas, including responsibility for staff, customers, production, stock and day-to-day operations.
- Executed opening and closing procedures for bakery operations, ensuring a smooth transition between shifts.
- Recruited, hired and trained employees.
- Conducted employee evaluations, aligning duties with individual strengths to enhance team effectiveness.
- Resolved customer concerns professionally and constructively.
- Received and processed customer orders in-person and via telephone, ensuring accuracy and satisfaction.
- Prepared cakes and pastries according to customer requirements.
- Iced and airbrushed cakes and pastries for customized orders.
- Mixed icing and toppings by following recipes and accurately scaling and measuring ingredients.
- Packaged and labeled baked goods accurately, including ingredients and product descriptions.
- Developed seasonal products reflecting customer trends and holiday themes, increasing customer engagement.
- Monitored inventory and completed production and stock documentation.
- Maintained detailed production schedules to determine requirements for the following day's operation.
- Established and maintained positive relationships with suppliers.
- Prepared seasonal fruit and other ingredients for production.
- Assisted with merchandising strategies and sales initiatives, contributing to overall profitability.
- Followed health, safety, food handling and storage requirements.
- Operated bakery equipment safely and efficiently.
- Burpengary, QLD
Education
Certificate II - Business
Surina Russo
Brisbane, QLD07-2011
Skills
- Client services management
- Operational management
- Customer relationship management
- Service quality assurance
- Workflow improvement
- Complaint resolution
- Conflict resolution
- Performance management
- Resource scheduling
- Staff development
- Team leadership
- Stakeholder communication
- Time management
- Data analysis tools
- Policy compliance
- Problem solving
- Confidential information management
Professional Strengths
Professional, confident and approachable when dealing with customers, clients, employees and members of the public., Experienced in supervising, training, supporting and coordinating employees., Highly organised with experience managing rosters, timesheets, payroll, orders, inventory and operational requirements., Strong customer-focused approach with extensive experience handling enquiries, orders, complaints and client relationships., Comfortable learning new roles and taking on additional responsibilities. Demonstrated career progression from hands-on operational work into management., Reliable, flexible and willing to be hands-on and support the wider team whenever required.
Licenses And Cards
- EWP — Yellow Card
- Queensland Driver Licence — Automatic vehicles
Qualifications And Certifications
- Certificate II in Business
- Current First Aid
- Current CPR
Timeline
Regional manager
Trident services Australia
12.2022 - 08.2026
Contracts manager
Hudor Cleaning and property services
04.2022 - 12.2022
Client services manager
My Pathway facility services
05.2018 - 04.2022
SITE MANAGER
Queensland Facility Services
05.2014 - 01.2018
BAKERY MANAGER
Moggey’s Bakery
01.2012 - 12.2013
Certificate II - Business
Surina Russo