Summary
Overview
Work History
Education
Skills
Timeline
Interests
Training
Generic

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 Program Design & Delivery
  • Process Documentation & SOP Creation
  • Team Leadership (Onshore & Offshore)
  • Project Coordination
  • Complaint & Escalation Handling

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

Jessica SteeleOperations & Process Improvement Supervisor