Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mel MacMillan

Belmont

Summary

Dynamic Operations Manager at GenU with a proven track record in process optimization and strategic decision-making. Skilled in analytical problem-solving and collaborative team management, I enhanced operational efficiency and employee engagement, leading to improved performance outcomes and increased client satisfaction. Committed to fostering a culture of continuous improvement and accountability.

Overview

16
16
years of professional experience

Work History

Operations Manager- GenU Community

GenU
08.2020 - Current
  • Assisted in managing daily operational tasks and workflows.
  • Supported implementation of process improvements to enhance efficiency.
  • Learned safety protocols and operational procedures for effective task execution.
  • Contributed to inventory management and stock replenishment tasks.
  • Participated in training sessions to develop skills in operational systems and tools.
  • Collaborated with team members to address operational challenges and solutions.
  • Engaged in routine audits to maintain compliance with safety standards.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and maintained relationships with external vendors and suppliers.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • 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.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Reported issues to higher management with great detail.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Interacted well with customers to build connections and nurture relationships.

Workforce Engagement Coordinator

GenU
01.2018 - 08.2020
  • Coordinated engagement initiatives to strengthen community partnerships and support organizational goals.
  • Developed and implemented outreach strategies to enhance participant involvement in programs and events.
  • Managed communication channels, ensuring timely information dissemination to stakeholders and participants.
  • Facilitated workshops and training sessions, enhancing participant skills and knowledge application.
  • Maintained detailed documentation of engagement activities, supporting program evaluation and reporting efforts.
  • Provided mentorship to junior staff, fostering a collaborative environment focused on continuous improvement.
  • Created and maintained physical and electronic personnel records.
  • Conducted post-event evaluations to identify areas of improvement and implement necessary changes for future success.
  • Implemented innovative engagement strategies that fostered strong client relationships and increased retention rates.
  • Coordinated logistics for multiple events simultaneously, ensuring seamless execution and positive outcomes.
  • Tailored each event''s theme or focus based on client preferences or specific audience needs, creating custom experiences for optimal impact.
  • Conducted comprehensive interviews and assessments to evaluate candidate qualifications and fit.
  • Collaborated with hiring managers to define role requirements and optimize job descriptions for clarity.
  • Implemented employee referral programs to enhance recruitment pipelines and improve retention rates.
  • Led diversity hiring initiatives to promote an inclusive workplace culture across all levels of the organization.
  • Promptly corresponded with applicants and coordinated and conducted interviews.
  • Provided exceptional candidate experience throughout the recruitment process, maintaining consistent communication and transparency.
  • Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
  • Hired employees and initiated new hire paperwork process.
  • Coordinated seamless onboarding experiences for new employees, setting them up for success within the organization.

Support Coordinator

GenU
07.2017 - 01.2018
  • Facilitated communication between clients and service providers to enhance coordination of care.
  • Developed and maintained client relationships to ensure ongoing support and satisfaction with services provided.
  • Streamlined documentation processes, improving accuracy and accessibility of client information.
  • Conducted assessments to determine client needs, enabling tailored support plans for optimal outcomes.
  • Collaborated with interdisciplinary teams to address complex client cases and implement effective solutions.
  • Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.

Team Leader

St Laurence (now GenU)
08.2013 - 07.2017
  • Led cross-functional teams to enhance project outcomes and streamline communication.
  • Implemented process improvements resulting in increased team efficiency and productivity.
  • Mentored junior staff, fostering professional development and knowledge sharing.
  • Developed strategic plans aligning team goals with organizational objectives.
  • Facilitated training sessions to equip team members with essential skills and best practices.
  • Cultivated a collaborative team environment promoting innovation and problem-solving initiatives.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
  • Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
  • Led by example, demonstrating commitment and professionalism that inspired team members to excel.

Residential Coordinator

Community Living Options
02.2012 - 08.2013
  • Coordinated daily operations of residential services to ensure compliance with organizational standards.
  • Developed and implemented individualized service plans based on client assessments and needs.
  • Facilitated communication between clients, families, and staff to enhance service delivery and satisfaction.
  • Trained and mentored new staff on best practices for supporting residents' daily living activities.
  • Led team meetings to discuss resident progress, addressing challenges collaboratively to drive outcomes.
  • Managed crisis situations effectively, ensuring safety and well-being of all residents involved.
  • Advocated for resident rights and interests, fostering a supportive community environment through engagement initiatives.
  • Developed a strong sense of community among residents through the organization of events, activities, and support services.
  • Established policies and procedures for handling emergency situations, providing guidance for staff members during crises.
  • Collaborated with local law enforcement agencies to address security concerns and improve the overall safety of the residential community.
  • Assisted residents in resolving conflicts or disputes amicably through effective mediation techniques when required.
  • Collected feedback from residents and family members to identify opportunities for program and operational improvements.
  • Recruited, hired, and trained employees, providing day-to-day direction and guidance.
  • Managed move-in and move-out procedures to minimize vacancy times and maintain property appeal.
  • Increased occupancy rates with targeted marketing strategies and community outreach efforts.
  • Coordinated training sessions for staff members to ensure consistent service quality across all aspects of property management.

Community Care Manager

Active Care
04.2011 - 02.2012
  • Coordinated client assessments and developed individualized service plans to address diverse community needs.
  • Facilitated access to resources and services, ensuring timely support for clients facing various challenges.
  • Collaborated with multidisciplinary teams to enhance service delivery and improve client outcomes.
  • Monitored client progress and adjusted care plans based on evolving needs and feedback.
  • Served as a reliable source of information for clients, families, and colleagues regarding local community resources, healthcare services, entitlement programs eligibility, and other relevant topics.
  • Promoted client independence through skill-building activities and goal-oriented interventions.
  • Enhanced client satisfaction by providing comprehensive case management services tailored to individual needs.
  • Facilitated positive change in clients'' lives through empathetic listening, problem-solving strategies, and supportive guidance during challenging times.
  • Contributed to program development efforts aimed at enhancing service delivery options for diverse populations in need of community-based support.
  • Interviewed clients, families, or groups to assess situations, limitations and issues and implement services to address needs.
  • Provided leadership, guidance and support to staff members.
  • Participated in community events to promote services and engage with public.

Disability Program Facilitator

Encompass
09.2009 - 02.2011
  • Facilitated program development and implementation to enhance participant engagement and satisfaction.
  • Coordinated training sessions, ensuring alignment with organizational goals and participant needs.
  • Developed instructional materials, incorporating feedback to improve content relevance and effectiveness.
  • Managed program logistics, including scheduling and resource allocation for optimal efficiency.
  • Analyzed participant feedback and performance data to identify areas for improvement and inform strategic decisions.
  • Established partnerships with stakeholders, enhancing collaboration opportunities to support program objectives.
  • Collaborated with fellow facilitators to create a cohesive and consistent experience across all program offerings.
  • Mentored junior facilitators on best practices for effective content delivery techniques and audience engagement tactics.
  • Led stimulating group discussions to encourage deeper understanding of program topics and foster critical thinking skills.

Education

Advanced Diploma of Community Sector Management - Community Services

Hammond Insitute
Sydney, NSW
10-2025

Skills

  • Analytical problem-solving

  • Collaborative team management

  • Process optimization leadership

  • Operational oversight

  • Strategic decision-making

  • Client engagement

  • Workforce education

  • Employee supervision

  • Policies and procedures implementation

  • Performance evaluation

  • Strong organizational skills

  • Staff integration process

Timeline

Operations Manager- GenU Community

GenU
08.2020 - Current

Workforce Engagement Coordinator

GenU
01.2018 - 08.2020

Support Coordinator

GenU
07.2017 - 01.2018

Team Leader

St Laurence (now GenU)
08.2013 - 07.2017

Residential Coordinator

Community Living Options
02.2012 - 08.2013

Community Care Manager

Active Care
04.2011 - 02.2012

Disability Program Facilitator

Encompass
09.2009 - 02.2011

Advanced Diploma of Community Sector Management - Community Services

Hammond Insitute

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Mel MacMillan