Heather Campbell
DRY DIGGINGS,VIC
Summary
Self-motivated Operations Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques. Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Overview
17
17
years of professional experience
Work History
Operations Manager
Frog Hollow Estate
DRY DIGGINGS, VIC
11.2022 - Current
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Performed cost analysis for various projects to determine budget requirements.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Created detailed reports on the performance of individual departments within operations.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Addressed customer concerns with suitable solutions.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Oversaw financial management, budget management, accounting and payroll activities.
Operations Manager
Cadabra Constructions
MORNINGTON, VIC
01.2019 - 11.2022
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Performed cost analysis for various projects to determine budget requirements.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Built strong operational teams to meet process and production demands.
- Addressed customer concerns with suitable solutions.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Oversaw financial management, budget management, accounting and payroll activities.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Forecasted customer demand to set prices or credit terms for goods or services.
Customer Service Representative
21 Days Cafe
Glenroy, Vic
06.2019 - 12.2019
- Greeted customers in a friendly manner and assisted with their inquiries.
- Assisted customers over the phone, providing helpful information regarding products and services.
- Resolved customer complaints promptly and professionally.
- Provided product knowledge to customers through effective communication.
- Processed payments accurately and efficiently using cash registers and other point of sale systems.
- Maintained a clean and organized work area at all times.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Finance Officer
Mornington Secondary College
MORNINGTON, VIC
04.2007 - 12.2019
- Conducted financial analysis to identify potential areas of improvement and cost savings.
- Performed budgeting, forecasting, and variance analysis on a monthly basis.
- Developed and maintained detailed financial models for long-term strategic planning purposes.
- Prepared quarterly reports on the company's financial performance against budgets and forecasts.
- Managed accounts receivable and payable processes while ensuring accurate recording of transactions in the general ledger system.
- Provided timely financial advice to senior management regarding investment opportunities and risk management strategies.
- Assisted with the preparation of audited financial statements in accordance with Generally Accepted Accounting Principles.
- Evaluated existing internal controls to ensure their effectiveness in safeguarding assets from loss or misappropriation.
- Created ad hoc reports as requested by senior management team members or external stakeholders such as investors or lenders.
- Provided technical guidance to junior staff members regarding accounting principles, practices, procedures.
- Reconciled bank accounts on a regular basis to ensure accuracy of records.
- Implemented new accounting systems or software programs as needed.
- Prepared month-end accruals and necessary journal vouchers to facilitate month-end closing.
- Worked with regulatory representatives to complete accurate filings and maintain compliance.
- Worked with senior management to define standards, policies, procedures and organizational enhancements to meet company goals for finance.
- Evaluated budget plans and current costs to project trends and recommend updates.
- Networked within communities to identify and capitalize on business opportunities.
- Reorganized finance and accounting departments to improve efficiency and cut excess spending.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Created and updated financial reports on frequent basis to present information to leadership teams.
- Developed invoicing systems and internal controls to boost billing efficiencies.
- Recommended new financial and accounting software packages. replacing various non-integrated offerings.
- Provided first aid to injured employees and customers.
- Assisted in the development of safety policies and procedures.
- Facilitated emergency response drills for staff members.
- Administered first aid treatment or life support in prehospital settings.
- Observed, recorded and reported patients' condition or injury and treatment provided.
- Interviewed patients to obtain medical history and details on current issues.
- Calmed patients by carefully explaining each step and remaining composed.
- Assessed scene upon arrival for possible hazards or dangerous situations.
- Bandaged wounds and determined necessity for stitches or sutures.
- Collaborated with team members and other first responders, ensuring consistent communication to maintain order and efficient care delivery.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Referred unresolved customer grievances to designated departments for further investigation.
- Strengthened customer retention by offering discount options.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Took special orders in person and over telephone, generating additional revenue every month.
- Provided top quality control and eliminated downtime to maximize revenue.
- Surpassed sales goals through implementation of successful marketing strategies.
- Prevented key account losses by researching discrepancies and correcting problems.
Education
Diploma - Tourism And Travel Management
Jetset
Melbourne, VIC11-1990
GED -
Korowa Anglican Girls School
Glen Iris10-1989
Skills
- Financial Management
- Customer Service
- Health and safety compliance
- Operational Efficiency
Timeline
Operations Manager
Frog Hollow Estate
11.2022 - Current
Customer Service Representative
21 Days Cafe
06.2019 - 12.2019
Operations Manager
Cadabra Constructions
01.2019 - 11.2022
Finance Officer
Mornington Secondary College
04.2007 - 12.2019
Diploma - Tourism And Travel Management
Jetset
GED -
Korowa Anglican Girls School
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