HAYLEY WILLS
Kariong,Australia
Summary
A motivated and dependable professional with a proven track record of leadership and initiative. Demonstrates an exceptional work ethic and consistently exceeds expectations. Skilled in building productive relationships and thriving in fast-paced, deadline-driven environments. Experienced in team management and development, including serving as Interim Operations Manager and acting as Managing Director during periods of leave. Highly organised, proactive, and punctual, with strong abilities in customer service and commercial awareness. Excels in regulatory compliance, handling escalated complaints, and ensuring adherence to requirements. Renowned for an approachable nature, people-driven attitude, coaching and mentoring abilities, and the capacity to excel in challenging environments. Mentored by Spencer Bartlet, former General Manager/Managing Director for Cereal Partners Worldwide (Nestlé and General Mills).
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success and Administration Coordinator
Supercare Dental and Cosmetics
Norwest, NSW
12.2024 - Current
- Managed client relationships, ensuring high levels of satisfaction and retention
- Handled escalated complaints, liaising with governing bodies, and ensuring regulatory compliance
- Coordinated and Managed all administrative staff over 7 locations
Quality and Systems Coordinator
Supercare Dental and Cosmetics
Norwest, NSW
05.2024 - 12.2024
- Developed and maintained quality assurance processes, ensuring adherence to regulatory standards
- Created and improved operational processes to enhance overall efficiency and service quality
- Coordinated systems implementation, ensuring seamless integration and functionality across the organisation
- Built out a system and tailored it to the needs of the business to improve task completion and accountability
- Successfully coordinated compliance for all staff and systems within the company, transforming from a state of complete non-compliance to full adherence with regulatory standards
Practice Manager
Supercare Dental and Cosmetics
Tuggerah, NSW
06.2023 - 08.2024
- Oversaw daily operations, ensuring efficient workflow and optimal patient care
- Managed and trained staff, fostering a productive and cohesive team environment
- Implemented systems and processes to improve practice efficiency and compliance with industry standards
Assistant Practice Manager
Supercare Dental and Cosmetics
Tuggerah, NSW
11.2022 - 06.2023
- Assisted in managing daily operations and supporting the practice manager
- Coordinated staff schedules and ensured efficient practice management
- Supported staff training and development to enhance team performance
Personal Assistant to the Principal/ Managing Director
Brand Property
Toukley, NSW
02.2022 - 12.2022
- Assisted the company in becoming a top 5 Real Estate Agency in NSW
- Assisted the principal in becoming a top 3 Agent on the Central coast while expanding the company to multiple franchises
- Managed confidential and sensitive documentation with appropriate discretion
- Managed the Principals personal and professional calendar as well as the calendars of 3 others.
- Provide support to the Principal, General Manager and Licensed Real Estate agents
- Prepare accurate legally binding contracts and agency agreements in a timely matter
- Advise fellow team members of changes in industry related Legislation
- Followed Real estate legislation and adapted to changes in legislation
- Liaise with Landlords, Buyers, Vendors and Tenants to provide quality service to every client
- Liaise with Conveyancers, Solicitors, Lawyers and Brokers
- Supervise the signing of Contracts for Sale and explain terms of contracts to clients
- Prospect for Sellers, landlords and buyers
- Designed digital campaigns, marketing strategies and launched properties to the market within 24 hours of signing an agency agreement
- Assist in the marketing of the Agents and the business as a whole.
Restaurant Shift Manager
Saronbell McDonalds franchises
West Gosford, NSW
03.2015 - 05.2022
- Positioned skilled staff in key areas throughout shift to optimise department productivity.
- Documented receipts, employee hours and inventory movements.
- Created fun team building activities to engage staff in up-selling to meet revenue targets.
- Provided coaching and reinforced standards to foster superior performance from crew members and others throughout organisation.
- Consistently maintained high levels of cleanliness, organisation, storage, and sanitation of food and beverage products to ensure quality.
- Trained all front of house staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience.
- Uphold company standards and compliance requirements for operations and cleanliness.
- Efficiently resolved problems or concerns to satisfaction of all involved parties.
- Performed restaurant walk-throughs to gauge timeliness and excellent service quality.
- Reconciled daily transactions and balanced cash registers.
- Minimised loss and misuse of equipment through proper restaurant supervision and staff training
Summer Camp Counselor/ Boating Instructor/Lifeguard
Camp IHC (Contract)
Equinunk, USA
01.2019 - 08.2019
- Coordinated and led group activities for campers and counselors.
- Designed activities to help individuals overcome confidence issues and build strength.
- Explained principles, techniques, and safety requirements to activity participants to prevent injury.
- Communicated campers' needs, progress, and program benchmarks in weekly staff meetings.
- Assisted homesick children by actively listening to concerns and providing emotional support.
- Cultivated effective relationships with campers, parents and other camp counselors by utilising active listening and dynamic interpersonal skills.
- Enforced discipline and policies to protect safety of recreational activity participants.
- Checked and secured life jackets and safety equipment around lakes or onboard boats and kayaks to reduce injury or accidents.
- Provided paddle boarding, kayaking and canoeing lessons to children between 5-18 years old.
Education
High School Diploma -
Kariong Mountains High School
Mt Penang09.2018
Skills
- Practice Management
- Team Leadership & Development
- Talent Acquisition & Employee Disciplinary Actions
- Performance Management
- Quality Assurance & Process Improvement
- Systems Implementation & Compliance Management
- Client Relationship & Retention Strategies
- Customer Service & Training
- Escalated Complaints & Regulatory Compliance
- Project Management & Scheduling
- Documentation & Record Keeping
- Conflict Resolution & Employee Supervision
- Financial Accuracy & Accountability
- Technological Proficiency
- Strong Communication & Interpersonal Skills
- High Level of Organisation & Planning
- Positive Work Ethic & Reliability
- Passion for Learning & Delivering Quality Service
- Meeting facilitation
Future Goals
- My goal in the next 12-18 months is to commence a Master of Business Administration (MBA) degree, leveraging my extensive work experience to qualify for this advanced study while continuing to work full-time.
Certification
- The Closing Institute – Progressive dental USA, 2023
- Josh Phegan Professional Real Estate Blueprint Course, 2022
- Certificate of Registration in Real Estate, 2022
- Leadership and management skills set (Aurora Training), 2021
- Responsible service of Alcohol, 2018
- Responsible Gambling Services, 2018
- Management of Medical Emergencies in the Dental Practice including IV Sedation (Cynergex), 2024
- American First aid certified, 2019
- CPR American certified, 2019
- Small emergencies in a facility/ Fire training, 2020/2021
- Professional barista training in the McCafe/Charlie Bell School of Management Barista Academy, 2019
Accomplishments
- Successfully coordinated compliance for all staff and systems within the company, transforming from a state of complete non-compliance to full adherence with regulatory standards.
- Selected as one of only two employees to travel to the USA for a conference with the directors.
- Learnt NSW Real Estate Legislation in detail.
- Mentored by Spencer Bartlett, former General Manager/Managing Director for Cereal Partners Worldwide (Nestlé and General Mills), to be the next General Manager of our company.
- Successfully co-managed a Jims mowing franchise with my Partner while working in excess of full time hours across Real estate and fast food management.
- Youngest manager on the West Gosford management team who also won Saronbell Store of the year 2020 and 2021 out of 11 stores.
- Volunteered many hours in the lead up to our annual head office visit multiple years in a row as an area leader to ensure the store presented well and scored well above average in Service, Cleanliness and Quality areas.
- Responsible for the welfare and safety of 12 nine-year-old girls at Camp IHC 24 hours a day for 7 weeks while working as a boating instructor for 8 hours per day
- Organised the 2019 RMHC McHappy day at West Gosford McDonalds and volunteered my time to ensure the day ran smoothly.
- Participated in the 2018 Million Stars Executive Sleep Out on behalf of ANZ Bank Australia, raising money for Coast Shelter
- Volunteered my time to multiple fundraisers including RMHC as well as local sporting clubs.
References
References available upon request.
Timeline
Customer Success and Administration Coordinator
Supercare Dental and Cosmetics
12.2024 - Current
Quality and Systems Coordinator
Supercare Dental and Cosmetics
05.2024 - 12.2024
Practice Manager
Supercare Dental and Cosmetics
06.2023 - 08.2024
Assistant Practice Manager
Supercare Dental and Cosmetics
11.2022 - 06.2023
Personal Assistant to the Principal/ Managing Director
Brand Property
02.2022 - 12.2022
Summer Camp Counselor/ Boating Instructor/Lifeguard
Camp IHC (Contract)
01.2019 - 08.2019
Restaurant Shift Manager
Saronbell McDonalds franchises
03.2015 - 05.2022
High School Diploma -
Kariong Mountains High School
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