Louise Barnes
Summary
Seasoned Operations Manager and talented leader with years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
16
16
years of professional experience
Work History
Operations Manager
MyAutonomy - NDIS Plan Management
06.2022 - 07.2023
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Developed and maintained relationships with external health providers and suppliers.
Marketing & Social Media Coordinator
Tapir Group (Frankston Made)
06.2021 - 06.2022
- Created social media content with consistent content and tone.
- Increased customer engagement through social media.
- Wrote social media content to increase engagement with customers.
- Interacted with fans and clients in effort to take advantage of positive posts and feedback to boost brand identification.
- Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.
- Organised and ran events to connect customers and clients with the business
Operations Manager
The Good Guys Commercial Sales
01.2020 - 06.2021
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed eCommerce operations & fulfillment to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Product Manager
JB HIFI Commercial
01.2020 - 06.2021
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
- Developed product documentation to communicate upcoming features and products to internal teams.
- Reviewed sales, customer concerns, and new opportunities to drive business strategy at weekly planning sessions.
- Collaborated with sales, marketing, and support teams to launch products on time and within budget.
- Coordinated project planning and execution with team members and team leads.
- Coordinated design meetings and decisions with internal departments and teams.
- Assessed costs and estimated production capabilities to evaluate economic viability.
Contact Centre Manager
JB Hifi Commercial
11.2008 - 12.2019
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Created a Multi National award winning customer service team delivering services to the Australian Insurance Industry
- Trained team members on performance metrics and consumer behaviour identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Supervised 25+ Customer Services Advisors in providing excellent customer service to callers requiring assistance for Insurance Claims and Product Fulfillment issues.
- Created team rotations to man centre effectively during peak hours.
Relationship Manager
JB HIFI Commercial
09.2007 - 11.2008
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
Education
High School Diploma -
Berwick Secondary College
Berwick, VIC11.2000
Skills
- Business Development
- Business Planning
- Performance Reporting
- Process Improvement
- Workflow Optimization
- Labor Relations
- Staff Management
- Incidents Management
- Organizational Management
- Data Analysis
- Procedure Development
- Conflict Mediation
- Onboarding and Orientation
- Employee Motivation
- Customer Relations Specialist
- Project Leadership
- User and UX Research
- Interpersonal Communication
- Requirements Building
- Jira, Atlassian, Rally
- Product Vision and Strategy
- ROI Analysis
- Critical Thinking
Timeline
Operations Manager
MyAutonomy - NDIS Plan Management
06.2022 - 07.2023
Marketing & Social Media Coordinator
Tapir Group (Frankston Made)
06.2021 - 06.2022
Operations Manager
The Good Guys Commercial Sales
01.2020 - 06.2021
Product Manager
JB HIFI Commercial
01.2020 - 06.2021
Contact Centre Manager
JB Hifi Commercial
11.2008 - 12.2019
Relationship Manager
JB HIFI Commercial
09.2007 - 11.2008
High School Diploma -
Berwick Secondary College
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