Summary
Overview
Work History
Education
Skills
Recent Professional Development
Professional Development
Timeline
Generic

Natalie Hodge

Abbotsford,Australia

Summary

Head of Operations with over a decade of experience in adult education, renowned for driving operational excellence, product development and transformative learning design. Expert in systems and process development, with a proven track record of leading cross-functional teams to enhance service delivery and client satisfaction. Passionate about leveraging innovative solutions to optimise business processes and foster collaboration, ensuring sustainable growth and success.

Overview

10
10
years of professional experience

Work History

Head of Operations

Eduworks/RTO Advice Group
09.2022 - Current
  • Oversee daily operations, enhancing efficiency in marketing, sales, and HR functions
  • Lead cross-functional teams, achieving measurable improvements in service delivery
  • Implement strategic systems, boosting operational performance and client satisfaction
  • Direct marketing initiatives, increasing brand visibility and engagement
  • Optimise business processes, fostering collaboration and driving significant growth
  • Drive operational transformation by modernising marketing strategies, streamlining client services, and implementing advanced LMS solutions
  • Induct and onboard new EduworksLMS clients, ensuring the platform was tailored to their operational needs
  • Identify new opportunities for product development through internal and external stakeholders, data insights and industry needs
  • Contribute to the planning and development of new product initiatives across the organisation ensuring the end product met consumer needs
  • Act as the consumer voice in product development and planning meetings across all product development initiatives
  • Oversee marketing initiatives to bring new products to market
  • Strengthen business operations through integrated team management, systems administration, and customer service enhancement initiatives
  • Orchestrate comprehensive operational strategies, fostering synergy between internal teams while maintaining exceptional service standards
  • Spearhead operational transformation through modernised marketing strategies, driving improvements in brand recognition and consistency
  • Streamline cross-functional workflows by implementing data-driven systems, resulting in enhanced client satisfaction and operational efficiency
  • Direct comprehensive marketing campaigns and brand initiatives, expanding market presence while fostering meaningful client relationships
  • Orchestrate seamless integration between departments, strengthening operational synergy and elevating customer service excellence
  • Lead operational transformation initiatives across marketing, sales, and HR functions, implementing innovative systems that enhance service delivery and client satisfaction
  • Direct comprehensive brand initiatives and customer service enhancement programmes, strengthening market presence and fostering long-term client relationships
  • Orchestrate seamless integration between departments, establishing robust operational frameworks that elevate service standards and team performance
  • Development and systemisation of recruitment, onboarding and induction programs to ensure a consistent experience for all employees
  • Understand emerging technologies to ensure business process optimisation, utilising the latest in Generative AI and other system enhancements across the organisation
  • Website maintenance and redevelopment
  • Collaborated with executive leadership on strategic planning initiatives to drive business growth.
  • Implemented data-driven decision-making processes, leveraging analytics to optimize operations.
  • Led cross-functional teams to achieve company goals, fostering collaboration and communication.
  • Automated manual processes using technology solutions, increasing accuracy and efficiency within operations.
  • Assisted in recruiting, hiring and training of team members.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Interacted well with customers to build connections and nurture relationships.

Manager of User Experience & Digital Learning

RTO Advice Group
03.2022 - 09.2022
  • Lead a team of 17 to enhance user experience in digital learning and face to face delivery, ensuring quality and timely delivery to clients
  • Oversee project management systems, achieving measurable improvements in learning design processes
  • Develop team skills and conduct training, fostering a collaborative environment for skill enhancement
  • Report on KPIs and progress towards quarterly goals, driving strategic initiatives and performance
  • Manage EduworksLMS
  • Contribute to project design, impacting all stages of product development
  • Lead user experience team of 17 professionals, driving eLearning development, graphic design and publishing setting quality standards, and managing end-to-end product development lifecycle for optimal user experience
  • Spearhead development of learning design processes while overseeing project management systems, ensuring seamless integration of instructional design and emerging technologies
  • Direct cross-functional teams in delivering bespoke digital learning solutions, maintaining project timelines and budgets while exceeding quality benchmarks
  • Guide strategic development of branding, social media marketing, and LMS management while contributing to senior leadership initiatives and product innovation
  • Orchestrate comprehensive quality control systems and KPI tracking across multiple teams, ensuring consistent delivery of high-calibre educational resources
  • Foster team development through targeted training initiatives, creating collaborative environment that enhances skill development and project execution
  • Spearhead innovation in digital learning solutions, aligning product development with strategic goals while maintaining quality benchmarks and timeline adherence
  • Lead and implement agile project management systems while maximising educational impact and resource delivery
  • Drive cross-functional team performance through targeted skill development programmes, resulting in measurable improvements in project delivery timelines
  • Streamline quality control processes across digital learning initiatives, ensuring consistent achievement of quarterly objectives and stakeholder requirements
  • Direct the development of 7+ simulated organisation websites collaborating across internal and external teams to coordinate the development
  • Award winning eLearning project involving a website development and LMS development for new client project initiative, which involved concept development, branding, Learning design, eLearning development, LMS development and website development
  • Resulting in receiving a Diamond Award at the 2023 LearnX Awards
  • Elevated team performance by setting clear objectives and providing ongoing feedback.
  • Managed project timelines and resources for successful completion of multiple projects.
  • Analyzed market trends for strategic planning and competitive positioning.
  • Cultivated a culture of innovation by encouraging creative problem-solving and idea-sharing.
  • Maximized performance by monitoring daily activities and mentoring team members.

Operations Manager

RTO Advice Group
04.2020 - 03.2022
  • Led operations for three brands, enhancing client services and sales performance
  • Implemented EduworksLMS, boosting client engagement and onboarding efficiency
  • Streamlined processes, achieving measurable improvements in team productivity
  • Managed marketing campaigns, increasing brand visibility and customer acquisition
  • Oversaw student support, ensuring quality training and compliance management
  • Led multi-brand operations, overseeing client services, sales, and student support teams while implementing new LMS product and streamlining processes across three distinct brands
  • Spearheaded operational excellence through systematic implementation of business tools, managing student enrolments, and coordinating training programmes across multiple qualifications
  • Orchestrated comprehensive marketing strategies across three brands, encompassing social campaigns, Google Ads, EDMs, while maintaining operational efficiency
  • Established and launched EduworksLMS platform, managing client demonstrations, onboarding processes, and system integration while training staff on multiple business platforms
  • Directed strategic growth initiatives through recruitment, process refinement, and cross-functional team leadership while maintaining focus on revenue targets and KPIs
  • Developed and executed multi-brand operational strategy, integrating LMS platform while optimising client services and sales performance across three distinct brands

Marketing Assistant

Eduworks Resources
04.2019 - 04.2020
  • Implemented ActiveCampaign, enhancing email marketing efficiency and engagement
  • Developed marketing automations, optimising campaign workflows and performance
  • Collaborated on ad campaigns, improving Google Ads results and ROI
  • Designed marketing briefs, streamlining communication with external partners
  • Coordinated with designers on promotional materials, boosting brand visibility
  • Orchestrated comprehensive marketing automation strategies using ActiveCampaign while collaborating with external agencies to optimise digital campaigns and exhibition materials
  • Spearheaded email marketing initiatives and developed targeted automation workflows, while managing Google Ads performance to enhance campaign effectiveness
  • Partnered with designers to create compelling marketing collateral, including conference displays and promotional merchandise, while maintaining brand consistency
  • Analysed campaign metrics and prepared detailed marketing briefs, driving data-informed decisions for improved marketing strategy and execution
  • Conceptualised and implemented integrated marketing communications, aligning digital and print materials with overall brand strategy and business objectives
  • Streamlined marketing automation processes through ActiveCampaign integration, enhancing campaign efficiency and lead generation performance
  • Input new data, updated old records and cross-checked information to keep marketing database up-to-date.
  • Proofread marketing collateral ahead of printing to eliminate errors.

Client Services Coordinator

Eduworks Resources
08.2015 - 04.2019
  • Streamlined client communication protocols and coordinated service delivery, resulting in enhanced customer satisfaction and operational efficiency
  • Managed comprehensive client portfolios and documentation, ensuring accuracy and compliance with service standards
  • Facilitated seamless communication between clients and internal teams, resolving complex service issues and maintaining client retention
  • Implemented strategic process improvements in service delivery workflows, leading to measurable gains in operational productivity and team efficiency
  • Spearheaded cross-functional initiatives to optimise client engagement strategies, resulting in substantial improvements in satisfaction metrics
  • Redesigned client feedback mechanisms to capture actionable insights, driving continuous service improvements and enhanced client relationships
  • Provided timely updates on project status to clients, ensuring transparency throughout the entire process while building trust in our services.
  • Developed strong relationships with clients by providing exceptional customer support and maintaining open lines of communication.
  • Managed a diverse portfolio of clients, ensuring timely completion of projects and high-quality service delivery.
  • Contributed to the development of internal process improvements that led to more efficient service delivery and boosted client retention rates.
  • Leveraged advanced knowledge in company products/services so as to effectively guide clients, resulting in increased usage of our offerings and overall customer satisfaction.
  • Supported sales team by creating customized proposals based on individual client needs analysis, increasing conversion rates from potential leads into actual customers.
  • Trained new Client Services Coordinators on best practices by offering hands-on guidance through shadowing sessions and frequent check-ins, fostering a well-informed and cohesive team dynamic.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Education

Advanced Leadership Program -

Women & Leadership Australia
02.2024

Business Leadership and Innovation Certificate - BSBSUS501 Develop workplace policies and procedures for sustainability, BSBINN502 Build and sustain an innovative work environment, BSBWOR502 Lead and manage team effectiveness

Learning Options
01.2017

Skills

  • Analytical Problem Solving
  • Instructional Design
  • Online Learning Development
  • LMS Implementation Expertise
  • Project Management
  • Product Management
  • Effective Team Leadership
  • Strategic Marketing
  • Operational Process Design
  • Systems Development
  • Strategic Troubleshooting
  • Stakeholder Management
  • Effective Communication
  • Web Development
  • Data Interpretation Skills
  • Quality Control Expertise
  • Customer Service
  • Change Management
  • Digital Marketing Strategy
  • Strategic Planning
  • Training Program Development
  • User Experience
  • Operational Strategy
  • Cross-Functional Collaboration
  • Brand Development
  • Agile Project Management
  • Business analysis
  • Collaborative Teamwork
  • Relationship building
  • Team leadership
  • Project planning
  • Product strategy
  • Product lifecycle management
  • Product Lifecycle Management
  • Stakeholder relations
  • Project management
  • Business development
  • Attention to detail
  • KPI tracking

Recent Professional Development

  • AI in Education Forum, Sydney, 2023
  • National VET Conference, Gold Coast, 2023
  • ITECA Conference, Gold Coast, 2024
  • National VET Conference, Brisbane, 2024
  • Edutech Conference, Melbourne, 2024

Professional Development

AI in Education Forum

Sydney, 2023

National VET Conference

Gold Coast , 2023

ITECA Conference

Gold Coast, 2024

National VET Conference

Brisbane, 2024

Edutech Conference

Melbourne, 2024

Timeline

Head of Operations

Eduworks/RTO Advice Group
09.2022 - Current

Manager of User Experience & Digital Learning

RTO Advice Group
03.2022 - 09.2022

Operations Manager

RTO Advice Group
04.2020 - 03.2022

Marketing Assistant

Eduworks Resources
04.2019 - 04.2020

Client Services Coordinator

Eduworks Resources
08.2015 - 04.2019

Business Leadership and Innovation Certificate - BSBSUS501 Develop workplace policies and procedures for sustainability, BSBINN502 Build and sustain an innovative work environment, BSBWOR502 Lead and manage team effectiveness

Learning Options

Advanced Leadership Program -

Women & Leadership Australia

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