Melissa Hoare
Adelaide,SA
Summary
Accomplished Leader who drives organisational improvements through leveraging expertise in analytics and leadership. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimisation.
Overview
18
18
years of professional experience
Work History
Real-Time Analyst
Datacom
2023.04 - Current
- Optimised workforce distribution by analyzing historical data and trends in real-time.
- Reduced average handle time through strategic scheduling and effective utilization of resources.
- Identified areas of inefficiency, streamlining processes to increase productivity and reduce costs.
- Maintained service level agreements by closely monitoring performance metrics and adjusting staffing levels as necessary.
- Increased operational efficiency with thorough analysis of key performance indicators and implementation of best practices.
Real-time Manager
Datacom
2022.10 - 2023.04
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Real-Time Analyst
Datacom
2019.08 - 2022.10
- Optimized workforce distribution by analyzing historical data and trends in real-time.
- Reduced average handle time through strategic scheduling and effective utilization of resources.
- Identified areas of inefficiency, streamlining processes to increase productivity and reduce costs.
- Maintained service level agreements by closely monitoring performance metrics and adjusting staffing levels as necessary.
- Increased operational efficiency with thorough analysis of key performance indicators and implementation of best practices.
Quality Assurance Specialist
Datacom
2018.10 - 2019.08
- Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
- Conducted regular audits to ensure compliance with industry standards and regulatory requirements.
- Increased customer satisfaction by swiftly addressing concerns and implementing solutions to prevent recurrence of issues.
Customer Service Representative
Datacom
2018.05 - 2018.10
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online applications, improving overall user experience.
Business Manager
Rycat Auto Electrics
2014.04 - 2015.04
- Streamlined business processes by implementing new project management tools and techniques.
- Increased overall team productivity by fostering a positive work environment and providing effective leadership.
- Developed strategic partnerships with key stakeholders, leading to significant growth opportunities for the company.
- Managed cross-functional teams, ensuring timely completion of projects within budget constraints.
- Implemented cost-cutting measures, resulting in substantial savings for the organization without compromising on quality or performance.
Stores Officer
South Australian Water Corporation
2011.02 - 2014.04
- Improved inventory management by implementing efficient tracking and organization systems.
- Enhanced operational efficiency by streamlining the stores'' procurement process.
- Reduced wastage and loss by conducting regular audits and maintaining accurate records.
- Collaborated with suppliers to negotiate better pricing, improving overall cost-effectiveness of store operations.
Business Support Officer
South Australian Water Corporation
2006.09 - 2011.02
- Enhanced overall team efficiency by streamlining administrative processes and implementing innovative solutions.
- Provided exceptional customer service, resolving issues promptly and professionally for increased satisfaction.
- Developed and maintained key business relationships to support organizational growth and expansion.
- Managed multiple projects simultaneously, ensuring timely completion and adherence to budget constraints.
Administrative Trainee
South Australian Water Corporation
2006.01 - 2006.09
- Streamlined office processes by implementing efficient filing systems and organising digital databases.
- Enhanced communication within the team by scheduling regular meetings and distributing meeting agendas in advance.
- Increased productivity with effective time management strategies, prioritising daily tasks to meet deadlines consistently.
- Supported department objectives by assisting with the planning and execution of special events and projects.
Education
Certified Professional Manager - High Priority Management Techniques
COPC Inc
Adelaide, SA02.2023
Certificate IV - Leadership And Management
Time Education & Training Pty Ltd
Adelaide, SA12.2022
Diploma - Management
Australian Institute of Management
Adelaide, SA09.2010
Certified Professional Manager - Mastering Workforce Management
COPC Inc
Adelaide, SA01.2022
No Degree - Young Business Leaders Program
YBL
Adelaide, SA2010
Skills
- Time Management
- Real-Time Monitoring
- Process Optimisation
- Data Analysis
- Performance Metrics
- Quality Assurance
- Data Visualization
- Team Collaboration
Timeline
Real-Time Analyst
Datacom
2023.04 - Current
Real-time Manager
Datacom
2022.10 - 2023.04
Real-Time Analyst
Datacom
2019.08 - 2022.10
Quality Assurance Specialist
Datacom
2018.10 - 2019.08
Customer Service Representative
Datacom
2018.05 - 2018.10
Business Manager
Rycat Auto Electrics
2014.04 - 2015.04
Stores Officer
South Australian Water Corporation
2011.02 - 2014.04
Business Support Officer
South Australian Water Corporation
2006.09 - 2011.02
Administrative Trainee
South Australian Water Corporation
2006.01 - 2006.09
Certified Professional Manager - High Priority Management Techniques
COPC Inc
Certificate IV - Leadership And Management
Time Education & Training Pty Ltd
Diploma - Management
Australian Institute of Management
Certified Professional Manager - Mastering Workforce Management
COPC Inc
No Degree - Young Business Leaders Program
YBL