Melanie Lovett
Warriewood
Summary
A Customer Service and Operations Manager with proven experience cultivating a high performance culture leading cross-functional departments across various industries such Plastics Recycling and Ancillary, FMCG, Agribusiness and Telecommunications sectors. Strong leadership skills, results driven, customer centric, an enabler and problem solver, who has successfully led teams with change management, process improvements and projects in a dynamic environment inspiring people to work towards success by contributing to the company’s vision and goals. Proven skills, knowledge and adaptability in Supply Chain, Compliance, IT, Process management, change management and CRM systems.
Overview
15
15
years of professional experience
Work History
Operations Manager
Fleming Dynamics Pty Ltd
06.2018 - Current
- Improved operational efficiency by streamlining processes and implementing cost-saving measures with the overall Order to Cash process and Operations responsibilities
- Reduced turnaround time for project completion through effective resource allocation and team management by leading regular scheduled Production meetings
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly with stakeholders and customers
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Implemented, rolled out and maintained new ERP/CRM system (Business Central/Microsoft Dynamics 365 CRM) which greatly increased sales opportunities, data efficiency and financial reporting for the business
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times
- Facilitated smooth collaboration between departments through clear communication channels.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Customer Service Manager
Ferrero Australia
07.2016 - 04.2018
- Enhanced customer satisfaction outcomes by streamlining support processes and implementing new strategies ensuring global case fill rates are met and compliant with business processes and regulatory requirements
- Building rapport and developing strong business relationships cross functionally to develop team and individual profiles and more importantly ensuring alignment of business objectives to achieve success
- Increased team productivity by providing ongoing training and support to customer service representatives by identifying skills gaps and developing an action plan such as a Team Charter and clear KPIs
- Continuous improvement in 'Order to Cash' processes through Lean and Six sigma methodologies with customer engagement focus and Service & Supply Projects and analyzing and investigating on root causes of issues, ensuring they are resolved within a timely manner
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts
- Developing, customizing, analyzing, and compiling high level reports for various key stakeholders from team level to senior leadership
- Project management and change management of systems and processes through a project timeline linked to the global 'Master Plan'.
National Customer Service Manager
ADAMA Australia
10.2015 - 04.2016
- Implement change management to existing Customer Service structure from a silo to Functional reporting that would improve efficiency across the board
- Developed performance metrics to evaluate and improve team efficiency, resulting in higher productivity levels and established a positive work environment through effective communication and team-building exercises.
- Coordinated cross-functional teams such as Supply Chain and Logistics to address complex customer issues, ensuring timely resolutions in stock management and reconciliation of warehouse stock and supply
- Analyzing and investigating on finding out the root causes of issues and ensuring they are resolved within a timely manner
- Developing, customizing, analyzing, and compiling high level reports for various key stakeholders from team level to senior leadership
- Project management and change management of systems and processes through a project timeline which is presented to Executive Management Team monthly.
Business Services Group Manager
Dow AgroSciences Australia
01.2009 - 07.2015
- Enhanced team productivity by implementing efficient workflow processes and prioritizing tasks for the Business Services and Customer Service Teams
- Developed successful business strategies for revenue growth, increasing market share and brand recognition.
- Managed budgets for various projects, consistently meeting financial targets while maintaining high-quality output
- Collaborated with other group managers to develop best practices for operational efficiency across departments
- Implement and improve reporting and processes to measure productivity and quality
- Conduct monthly one on ones to provide staff performance feedback and work on individual staff development and improvement
- Regular weekly feedback is also conducted through musters and team meetings
- Analyzing and investigating on finding out the root causes of issues and ensuring they are resolved within a timely manner
- Developing, customizing, analyzing, and compiling high level reports for various key stakeholders from team level to senior leadership
- Championed a culture of continuous improvement within the department, encouraging innovation and creative problem-solving among staff members.
Education
Bachelor of Arts - Communications
UNSW
Sydney, NSWSkills
- Process Improvement
- Customer Service
- Workflow Optimization (CI Lean and Six Sigma)
- Problem-Solving
- Project Management
- Risk Analysis management
- Program Administration
- Data Analysis
- Organizational Management
- Cross-Functional Communications
- Purchasing and Procurement
- Performance Evaluations
Accomplishments
- Implemented Wiise (Business Central), a new ERP system for Fleming, as well as integrated the Sales CRM system Microsoft Dynamics 365. Main role as focal point and administrator of the system
- Led and implemented CI Lean Project on improving processing Supply Chain and Sales Claims for Ferrero Australia
- Worked with various stakeholders in DOW to improve the process of our Accounts Payable process and systems since roll out (Black Belt Project)
- Re-built team culture and structure for administrators, by setting clear KPIs and objectives which are aligned with company vision and yearly goals
- Consistently for at least the last 5 years in Dow, Customer Service Team has been awarded and recognized as supplier of the year by at least one of our top customers
- Developed a comprehensive 'Call Observation' and call coaching checklist to be used as a tool for performance management and development. In addition to this, I have developed in less than 4 months an approved scorecard measuring the centre's business KPIs and individual performance
- Helped build the foundation of the billing dispute management process in PowerTel
- Assisted in developing the process for FOXTEL and Telstra packaging in 2003 now known as Single Billing
References
AVAILABLE ON REQUEST
Timeline
Operations Manager
Fleming Dynamics Pty Ltd
06.2018 - Current
Customer Service Manager
Ferrero Australia
07.2016 - 04.2018
National Customer Service Manager
ADAMA Australia
10.2015 - 04.2016
Business Services Group Manager
Dow AgroSciences Australia
01.2009 - 07.2015
Bachelor of Arts - Communications
UNSW
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