Kelly McDougall
Toowoon Bay,NSW
Summary
Astute business owner experienced in operations management, competitive analysis and financial management. Demonstrated success in growth and innovation at The Glass Onion Society.
I am a hard working, creative business owner with exceptional background spent in customer service & hospitality. I thoroughly enjoy working with people and multiple stakeholders.
I have an engaging demeanour and had success working in most demanding environments.
Visionary individual with strengths in motivating staff, maintaining a positive and happy energy in addition, enjoy strategic planning, efficiency and team building.
Overview
21
21
years of professional experience
Work History
Creative & Community Engagement Director /Restaurant Owner
The Glass Onion Society
02.2017 - 04.2023
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Oversaw business budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial needs.
- Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Capitalized on social media platforms to increase market awareness and recruit sales agents.
- Achieved sales goals and increased revenue and profits through productive strategy development and organizational leadership.
- Employed prompt decision-making and in-depth research to resolve issues.
- Remained up-to-date on current trends and attended industry trade shows and markets to view and order inventory.
- Maintained updated knowledge of regulatory changes to adjust business operations accordingly.
- Optimized team hiring, training and performance.
- Created and monitored promotional approaches to increase sales and profit levels.
- Provided financial management through preparation of bank deposits and settlement of sales, returns and transaction reports.
- Learned and remained updated on statutory requirements and regulations.
- Studied market to determine optimal pricing of goods and services and to capitalize on emerging opportunities.
- Input income and expense details into database to track business finances and address variances.
- Provided outstanding coaching to employees to boost productivity.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Devised processes to boost long-term business success and increase profit levels.
- Built and deployed operational procedures, training programs and administrative systems to handle needs.
- Verified parts and materials through audit inspections and independent checks.
- Built strong bonds with local cultural organizations by respecting unique differences and specific societal norms.
- Coordinated volunteer activities and facilitated distribution of promotional and marketing materials.
- Participated in strategy development and planning to grow organizing program and advance campaigns.
- Discovered opportunities to gain deeper insight into creating efficient and streamlined processes.
- Liaised with political organizations and initiatives to confirm consideration of community best interests within campaigns and political agendas.
- Identified community organizations and leaders to establish and nurture relationships to help build awareness and win reforms for public.
- Oversaw social media presence and aligned posts to include branding and trending ideas.
- Identified metrics to measure and evaluate effectiveness of public relations campaigns and initiatives.
- Led crisis communications and media relations activities in response to challenging situations.
- Fostered positive relationships with key business journalists in national and trade publications.
Policy Researcher
NSW Government
02.2016 - 02.2017
- Boosted customer experiences by delivering superior customer service, issue resolution.
- Collected, arranged and input information into database system.
- Gathered, organized and input information into digital database.
- Generated reports detailing findings and recommendations.
- Educated staff on organizational mission and goals to help employees achieve success.
- Coached staff on daily performance and conducted evaluations to constructively address concerns.
- Developed reporting and insights for investor relations meetings.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
Quality Assurance, Risk & Policy Manager
NSW Government
02.2012 - 03.2015
- Improved quality processes for increased efficiency and effectiveness.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Updated quality control standards, methods and procedures to meet compliance requirements.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Wrote and implemented new rework procedures to standardize processes and streamline workflow.
- Provided observations, took measurements and performed tests at various stages according to quality control plan.
- Developed and deployed production control plans and created work instructions and procedures.
- Adhered to all legal, safety and health standards.
- Devised specifications for processes.
Customer Relations Manager
Westpac Banking Corporation
03.2007 - 04.2012
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Managed customer relations on ongoing basis to maximize customer retention.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Made customers aware of current and new programs and services.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Created customer support strategy to increase customer retention.
- Developed and implemented standards for staff to provide consistent service to customers.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
Pharmacy Manager
Sydney Adventist Hospital
02.2002 - 03.2007
- Supervised team of 10 pharmacy technicians
- Managed and ordered all pharmacy supplies and kept check on inventory levels for hospital wards
- Trained pharmacy technicians and newly hired general pharmacy staff
- Collaborated with store manager to maintain daily operations.
- Developed policies and procedures for effective pharmacy management.
- Recommended OTC devices or medication options to help mitigate individual symptoms.
- Protected drug inventories from damage or theft by establishing and enforcing clear pharmacy security policies.
- Compared prescription details against safety standards and insurance requirements to support patients.
- Communicated with patients, ensuring that medical information was kept private.
- Delivered training on medical device use and storage to enhance support for different groups of patients.
- Implemented procedures necessary for compounding, mixing, packaging and labeling.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to benefits administration and general liability.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
Governance, Policy & Systems Manager
Westpac Banking Group
01.2012 - 01.2014
- Defined performance indicators and quality metrics to maintain compliance with governing policies, standards and adoption requirements.
- Defined governance roles and responsibilities to establish clear accountability for stewardship of principal information assets.
- Worked with diverse, collaborative and energetic workforce to spark innovation and develop service ideas.
- Built cross-functional relationships to support organizational change.
- Established and executed governance implementation roadmap.
- Assisted in developing and maintaining department policies and procedures to support organization and industry best practices.
- Compiled data for analysis and developed tracking and reporting.
- Managed own work assignments under general supervision to complete self-assessments and other assigned reviews and projects.
- Prepared and distributed assessment reports and conducted closing conferences with various business partners.
- Facilitated conference calls and meetings with various team members and business partners for work assignments.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Developed detailed plans based on broad guidance and direction.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Launched quality assurance practices for each phase of development
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Education
Certificate III - Business And Leadership
Centre For Corporate Health
Sydney02.2005
High School Certificate -
Lisarow High School
Lisarow12.1999
Skills
- New Business Development
- Administrative Management
- Attentive Service
- Strategic Planning
- Process Improvement
- Human Resources Oversight
- Leadership and People Development
- Problem Anticipation and Resolution
- Budgeting and Cost Control
- Incident Response
- Employee Training
- Verbal and Written Communication
- Hiring and Onboarding
- Effective Communicator
- Policy Development and Enforcement
- Risk Mitigation and Management
- Integrity and Transparency
- Focus and Follow-Through
- Originality and Creativity
- Operational Efficiency
- Change and Growth Management
- Team Leadership
- Regulatory Compliance
- Quality Assurance
Timeline
Creative & Community Engagement Director /Restaurant Owner
The Glass Onion Society
02.2017 - 04.2023
Policy Researcher
NSW Government
02.2016 - 02.2017
Quality Assurance, Risk & Policy Manager
NSW Government
02.2012 - 03.2015
Governance, Policy & Systems Manager
Westpac Banking Group
01.2012 - 01.2014
Customer Relations Manager
Westpac Banking Corporation
03.2007 - 04.2012
Pharmacy Manager
Sydney Adventist Hospital
02.2002 - 03.2007
Certificate III - Business And Leadership
Centre For Corporate Health
High School Certificate -
Lisarow High School
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