Jessica Greenhorn
Narangba
Summary
I am a dynamic Continuous Improvement Lead with a proven ability to drive operational efficiency and foster a culture of excellence in financial services. With deep expertise in Lean Six Sigma methodologies, I consistently streamline processes and boost productivity across cross-functional teams. My adaptable and collaborative approach enables me to respond effectively to evolving business needs, particularly in highly regulated environments like contact centres. I am passionate about implementing impactful change that enhances performance, strengthens compliance, and empowers teams to thrive in a continuous improvement culture.
Overview
12
12
years of professional experience
Work History
Continuous Improvement Lead
McMillian Shakespeare Group
07.2023 - Current
- Led cross-functional teams to identify and implement process improvements across operations.
- Developed and executed strategic initiatives that enhanced organizational efficiency and effectiveness.
- Analyzed operational workflows, identifying bottlenecks and recommending solutions for optimization.
- Facilitated training sessions to promote continuous improvement methodologies among staff members.
- Collaborated with leadership to establish key performance indicators for tracking improvement progress.
- Implemented data-driven decision-making processes to support organizational goals and objectives.
- Conducted root cause analyses to identify areas for improvement and develop targeted action plans.
- Developed project plans, defining scope, timelines, and resource allocation.
- Identified risks and implemented mitigation strategies to ensure project success.
- Facilitated stakeholder meetings to align goals and manage expectations effectively.
Process Improvement Consultant
Remserv
09.2021 - Current
- My key responsibilities include identifying current improvements in consultation with key stakeholders as well as developing and collaborating with others to deliver process efficiencies and enhanced service delivery to customers. In this role I have the desire to continually seek, challenge, promote and drive ideas and initiatives to ultimately add value to the business. I am also responsible for developing and continually enhancing our systems, resources and processes to support our Operations Department through feedback, progression and adapting environments to be ensuring our consultants are supported accordingly to their needs and learning styles.
- Presented findings and recommendations to executive leadership, driving alignment on strategic initiatives.
- Assisted in the design and implementation of an internal knowledge management system to facilitate easier access to relevant information for all team members.
- Evaluated effectiveness of knowledge management initiatives through periodic assessments and recommended improvements as needed.
- Supported leadership and project managers to develop frontline knowledge content to support process changes and new products
Assist Consultant
Remserv
12.2020 - 09.2021
- My key responsibilities include providing high levels of technical support to the operations department and assist with escalations, calls and/ or queries as required using resources available. I also evaluate levels of compliance and accuracy within the team, identify gaps in knowledge and skill, and provide advice/coaching where required in conjunction with the Team Leader. This role also includes tasks such as train and mentor new staff in how to provide high levels of technical support to customers, comply with any and all compliance and any other training that is required for them to perform their role.
Customer Care Consultant
Remserv
09.2019 - 12.2020
- This role allows me to provide prompt, efficient, consistent, professional and accurate services to customers via inbound and outbound communication over the phone. I proactively provide support and advice on customer accounts from internal departments and external parties and reaching a first call resolution and satisfy customer needs through the use of call structure guidelines and scripting. While delivering service to the customers, I also provide support to other team members in the company regards both product and processing knowledge with use of resources.
Communications Agent
Stamford Plaza Brisbane
01.2018 - 09.2019
- My role as a communications agent is to efficiently manage the hotel switchboard ensuring maximum guest satisfaction and adhering to the standards required by Stamford Plaza Brisbane. The tasks that I perform include answering all incoming calls, extending personal service to guests by assisting with their requirements by taking responsibility and following through to completion. I have also performed in the role as a Guest Service Representative where I provide a courteous, professional and personalized service at all times at the Front Desk while promoting the facilities and maximizing revenue through upselling and cross selling. I also performed Night Audit duties that which required me to complete daily reconciliation of credit cards, complete accurate cashier transactions and complete reports such as rebates and credit reports.
Customer Service Team Member
KFC Wynnum
08.2013 - 01.2018
- This position required duties such as maintaining high standards of customer service during high-volume, fast paced operations, communicating clearly and positively with coworkers and management and mastering point-of-service computer system for automated order taking. I also built loyal clientele through friendly interactions and consistent appreciation as well as resolving complaints promptly and professionally.
Assistant in Nursing
PRN Healthcare (Brisbane)
03.2017 - 10.2017
- While I was studying nursing at university, I provided agency community care to patients through domestic house cleaning, personal car, accompanied shopping, therapeutic communication and ward work.
Education
Bachelor of Nursing - Nursing
Australian Catholic University
Brisbane, QLD01.2017
Secondary School - undefined
Lourdes Hill College
01.2014
Skills
- Team leadership
- Creative thinking
- Continuous learning mindset
- Customer-focused approach
- Training and coaching
- Change management techniques
- Waste reduction strategies
- Business process reengineering
- Resource allocation planning
- Project management
- Team collaboration
- Leadership and change management
Timeline
Continuous Improvement Lead
McMillian Shakespeare Group
07.2023 - Current
Process Improvement Consultant
Remserv
09.2021 - Current
Assist Consultant
Remserv
12.2020 - 09.2021
Customer Care Consultant
Remserv
09.2019 - 12.2020
Communications Agent
Stamford Plaza Brisbane
01.2018 - 09.2019
Assistant in Nursing
PRN Healthcare (Brisbane)
03.2017 - 10.2017
Customer Service Team Member
KFC Wynnum
08.2013 - 01.2018
Secondary School - undefined
Lourdes Hill College
Bachelor of Nursing - Nursing
Australian Catholic University