Jessi Quine
TAYLORS HILL,VIC
Summary
Experienced operations and people leader with over 10 years of experience across clinic operations, customer experience, healthcare-adjacent services, and corporate environments.
Proven success managing multi-site operations, leading large teams, improving workflow efficiency, implementing operational frameworks, and driving high standards of client and team experience. Strong background in workforce planning, recruitment, performance management, business operations, customer service strategy, and day-to-day clinic coordination.
Passionate about operational excellence, people leadership, and delivering high-quality client and patient experiences.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Operations Manager
ABOUT FACE CLINICS SA
Remote
04.2021 - Current
- Oversee operations across six cosmetic and skin health clinics, managing a multidisciplinary team of 30+ professionals including clinic managers, nurses, therapists, coordinators, trainers, and marketing support
- Lead multi-site operational performance, ensuring efficient workflows, service delivery, and consistent client experience across all locations
- Drive operational strategy to improve clinic efficiency, service quality, and overall business performance
- Lead, mentor, and support staff performance across all clinics, fostering professional development, accountability, and high team engagement
- Manage rostering, leave approvals, payroll coordination (Xero), and basic HR functions across multiple sites
- Conduct performance reviews and provide ongoing coaching to improve staff capability and service standards
- Support conflict resolution and promote a positive, collaborative workplace culture
- Develop and implement customer experience initiatives that improved client retention, rebooking rates, and overall satisfaction
- Support clinics in achieving KPI targets across retail, treatments, revenue, and client engagement
- Design and deliver customer service standards across multiple clinics to ensure consistency in client care
- Manage invoicing, reconciliation, and accounts processes using Xero and Hubdoc
- Monitor compliance with healthcare regulations and industry standards across all clinic locations
- Continuously review and improve operational processes to increase efficiency and service consistency
- Collaborate with marketing teams on campaigns, promotions, brand consistency, and client experience strategy
- Build strong cross-functional relationships to support aligned business goals and improved service delivery
- Present customer experience initiatives at an industry conference in collaboration with Ultraceuticals
- Identify operational inefficiencies and implement process improvements to enhance productivity and service delivery
- Support underperforming teams through structured coaching, systems improvements, and performance management
- Contribute to increased client satisfaction, retention, and overall clinic performance through strategic operational leadership
Customer Service Representative
DATA COM / DEPARTMENT OF HUMAN SERVICES
12.2020 - 03.2021
- Provided customer support and administrative assistance during high-volume COVID response operations.
- Key Responsibilities
- Managed inbound and outbound customer enquiries.
- Assisted customers with crisis and hardship claims.
- Handled confidential information with accuracy and professionalism.
- Supported escalations and assisted team members with complex enquiries.
- Worked within fast-paced government service environments.
Salon Coordinator / Manager
SALON EVE
01.2016 - 09.2018
- Managed day-to-day operations of a busy salon environment, overseeing staff coordination, customer experience, scheduling, and business support.
- Key Responsibilities
- Led a team of 6 staff members.
- Managed appointments, rostering, customer service, and reception operations.
- Assisted with business development, social media, and marketing initiatives.
- Managed stock control, ordering, and reporting.
- Focused on customer retention and service excellence.
Team Leader
TENIX SOLUTIONS – DEPARTMENT OF JUSTICE
04.2014 - 10.2015
- Led a team of 13 staff within a government services environment focused on workflow management, stakeholder communication, and operational performance.
- Key Responsibilities
- Managed workloads, KPIs, staffing coordination, and escalations.
- Supported process improvement projects and implementation initiatives.
- Maintained confidentiality while managing sensitive information.
- Assisted with training, performance management, and workflow planning.
Underwriter / Acting Team Leader
ALLIANZ AUSTRALIA
11.2010 - 08.2013
- Managed underwriting services, customer relationships, escalations, and workflow coordination while supporting team leadership functions.
- Key Achievements
- Received customer service recognition awards.
- Assisted with staff training and onboarding.
- Supported implementation of operational process improvements.
- Managed stakeholder relationships and customer escalations.
Education
Certificate III - Health
Kangan
Essendon01-2026
Professional Development in Health Studies - Health
Kangan
Essendon01-2026
Skills
- Multi-Site Operations Management
- Clinic & Healthcare Operations
- Team Leadership & Development
- Workforce Planning & Rostering
- Recruitment & Onboarding
- KPI Performance Management
- Customer & Patient Experience
- Payroll & Administration Coordination
- Process Improvement
- Stakeholder Engagement
- HR Support & Employee Relations
- Client Retention & Service Excellence
- Business Operations & Workflow Management
- Training & Staff Development
Certification
- Full Victorian Driver Licence
- National Police Check
- NDIS Check
- Working With Children Check
Timeline
Operations Manager
ABOUT FACE CLINICS SA
04.2021 - Current
Customer Service Representative
DATA COM / DEPARTMENT OF HUMAN SERVICES
12.2020 - 03.2021
Salon Coordinator / Manager
SALON EVE
01.2016 - 09.2018
Team Leader
TENIX SOLUTIONS – DEPARTMENT OF JUSTICE
04.2014 - 10.2015
Underwriter / Acting Team Leader
ALLIANZ AUSTRALIA
11.2010 - 08.2013
Certificate III - Health
Kangan
Professional Development in Health Studies - Health
Kangan