- Training Program Design & Delivery
- Process Documentation & SOP Creation
- Team Leadership (Onshore & Offshore)
- Project Coordination
- Complaint & Escalation Handling
Jessica Steele
Operations & Process Improvement Supervisor
Sydney,NSW
Summary
Highly organised and detail-oriented Operations Supervisor with strong written and verbal communication skills. Experienced in leading onshore and offshore teams, delivering staff training, and driving process improvement within clinical environments. Proven success in leading cross-functional teams and implementing new practice management systems, resulting in improved efficiency and reduced onboarding times.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work History
Process Improvement & Operations Supervisor
Dokotela Psychiatry
11.2023 - Current
- Delivered onboarding and training for 35+ staff and specialists, reducing average onboarding time by up to 20%.
- Managed onshore and offshore teams of up to 10 team members, improving process alignment and reducing escalations.
- Created and maintained internal knowledge base and training materials across multiple platforms.
- Led process improvement and change initiatives to enhance operational efficiency.
- Oversaw major projects, including a full medical platform upgrade to optimise workflows.
- Managed office operations, including procurement, maintenance, and facilities.
- Handled client complaints with professionalism and focus on timely resolution.
Operations Coordinator
Dokotela Psychiatry
04.2022 - 11.2023
- Managed intake coordination for incoming referrals, matching patients with suitable doctors.
- Acted as a key liaison between GP clinics across Australia and psychiatric services.
- Provided direct administrative support to over 40 doctors.
- Trained and mentored new staff members, improving onboarding efficiency.
Front Office Manager
DentalCare Clinics
10.2021 - 04.2022
- Assisted in the hiring, onboarding and training processes for the companies employees.
- Supervised and supported a small team, overseeing daily operations and performance.
- Documented front office procedures and created clear, effective training materials to support team development and consistency.
Senior Front Office Receptionist
DentalCare Clinics
10.2020 - 10.2021
- Managed complex dentist schedules to maximise time efficiency and appointment flow.
- Held responsibility for the maintenance and preparation of confidential records.
- Provided frontline support to patients, delivering a high standard of customer service in a fast-paced clinical environment.
Retail Customer Service Assistant
Coles Group Ltd
10.2016 - 10.2020
- Promoted customer satisfaction through excellent sales service.
- Working within dynamic, time-sensitive climates.
Education
Bachelor of Commerce - Management & Marketing
University of Wollongong
Wollongong 01.2017 - 07.2020
Skills
SQL
Timeline
Process Improvement & Operations Supervisor
Dokotela Psychiatry
11.2023 - Current
Operations Coordinator
Dokotela Psychiatry
04.2022 - 11.2023
Front Office Manager
DentalCare Clinics
10.2021 - 04.2022
Senior Front Office Receptionist
DentalCare Clinics
10.2020 - 10.2021
Bachelor of Commerce - Management & Marketing
University of Wollongong
01.2017 - 07.2020
Retail Customer Service Assistant
Coles Group Ltd
10.2016 - 10.2020
Interests
Training
Standard Mental Health First Aid: Completed November 2022
Mental Health First Aid Australia
Contact Centre Management Fundamentals: Completed February 2024
OmiTouch
Fundamentals of Culturally Responsive Practice: Completed August 2023
SSI