LISA SMITH
Taigum,Qld
Summary
Dedicated and organized Operations Manager with over 20 years of experience using proven planning and support initiatives to cut costs, streamline operations and increase productivity. Decisive and resourceful team builder versed in sales, management and process improvement. Possesses in-depth industry trend knowledge and shifts to offer valuable insights on opportunities for new growth and business expansion.
Overview
22
22
years of professional experience
Work History
Operations Manager
Safe Work Laboratories
2016.08 - Current
- Direct day-to-day operations in a fast paced industry, focused on attainment of key business metrics, continuous improvement initiatives and managing and mentoring
- Manage the East Coast Operations team and ensure a high level of professional standards
- Responsible for operations of opening and operating a new PCR testing laboratory in Sydney
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands within the industry
- IT Support and development
- Managed scheduling, training and inventory control.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Built strong operational teams to meet process and production demands.
- Addressed customer concerns with suitable solutions.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Measured and reviewed performance via KPIs and metrics.
Client Services Manager
Frontline Diagnostics
2010.05 - Current
- Managing a team of 5 Client Service Representatives to schedule/roster a large team of over 100 Field Collection Officers to conduct Drug and Alcohol tests throughout Australia with client satisfaction and cost effectiveness in mind
- Strengthened relationships with our largest clients through regular meetings and accurate reporting and creation of schedules
- Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Liaised with director of client services to identify growth opportunities within portfolio.
Sales and Administration Coordinator
Independent Insulation
2009.06 - 2010.05
- Customer Service/Sales Management of a team of 15
- Manage data entry accurately and efficiently 1st Digital IT helpdesk/Customer Service
- Managed CRM database, including troubleshooting, maintenance, updates and report generation
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Handled sales representative inquiries related to orders, product replacements and credits.
Administrator and IT Support
First Digital
2007.01 - 2009.03
- Co-ordinate customer inbound calls
- Providing hardware and software technical assistance and support specializing in Total Photo Centre Gifting Software
- Using Team viewer to remotely access customers Photo Kiosk Machines to troubleshoot and diagnose
- Customer self-installation of Photo kiosk software phone assistance
- Attended to office operations and required paperwork.
Inventory and Manager
Goodman Fielder
Christchurch
2002.02 - 2006.12
- Dispatching and processing orders
- Investigating Batch Discrepancies
- Processing Invoices for payment
- Variance/warehouse inventory reports
- Improved delivery plans with strong scheduling knowledge, organizational skills and route development expertise
- Inventoried warehouse stock on monthly, quarterly and annual basis
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time
- Oversaw warehouse staff and maintained efficiency in fast-paced environment
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies
- Monitored inventories on computer to generate accurate reports.
Education
Certificate IV in Management -
01.2013
Certificate in Microsoft Excel Intermediate Certificate in Microsoft Excel Advanced Certificate in Microsoft Excel Formulas and Functions -
Canterbury Chambers
01.2012
Certificate of Commerce Certificate in Receptionist Training -
Christchurch Polytechnic
Christchurch01.2000
Skills
- Customer Service
- Problem-Solving
- Staff Training and Development
- Team Leadership
- Employee Motivation
- Staff Scheduling
- Process Improvements
- Operations Oversight
Timeline
Operations Manager
Safe Work Laboratories
2016.08 - Current
Client Services Manager
Frontline Diagnostics
2010.05 - Current
Sales and Administration Coordinator
Independent Insulation
2009.06 - 2010.05
Administrator and IT Support
First Digital
2007.01 - 2009.03
Inventory and Manager
Goodman Fielder
2002.02 - 2006.12
Certificate IV in Management -
Certificate in Microsoft Excel Intermediate Certificate in Microsoft Excel Advanced Certificate in Microsoft Excel Formulas and Functions -
Canterbury Chambers
Certificate of Commerce Certificate in Receptionist Training -
Christchurch Polytechnic
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