Olinka Heyes
Sydney,NSW
Summary
Seasoned customer service professional competent in organizing deliveries, dispatching drivers and resolving customer concerns. Detail-oriented, responsive, and adaptable to changing conditions. Proficient in logistics regulations and procedures. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Experienced and dependable general worker with a proven track record of efficiently completing tasks in various settings. Skilled in manual labor, equipment operation, and maintaining a clean and organized workspace. Safety-conscious with a strong work ethic and the ability to adapt to different environments. Ready to contribute to a dynamic team and make a positive impact.
Overview
12
12
years of professional experience
Work History
Regional Senior Service Delivery Manager
Aspire Lifestyles APAC
05.2012 - 05.2024
- Collaborated with other departments to facilitate smooth transition from development to production environment.
- Reviewed existing documentation related to service delivery processes and made recommendations as needed.
- Ensured compliance with established policies and procedures in the execution of tasks.
- Identified areas of improvement in existing processes and developed plans to address them.
- Provided guidance and support to team members on complex technical challenges.
- Conducted regular meetings with clients and stakeholders to review performance metrics and discuss potential improvements.
- Implemented best practices for improving operational efficiency while ensuring quality standards are met.
- Monitored daily operations, identified issues, and provided solutions to resolve them quickly.
- Coordinated with internal teams regarding implementation of changes in order processing workflow.
- Developed training programs for team members to enhance skills and service delivery capabilities.
- Conducted regular service reviews with clients to gather feedback and discuss future needs.
- Coordinated with cross-functional teams to ensure timely and successful project execution.
- Led the transition and transformation projects for new client onboarding, ensuring smooth service integration.
- Championed customer service excellence, instilling a client-focused culture within the team.
- Monitored performance metrics and conducted regular reviews to identify areas for improvement.
- Oversaw daily operations of service delivery team, enhancing productivity and efficiency.
- Worked with management team to improve workflows and eliminate unnecessary tasks.
Education
Some College (No Degree) - Human Resources Management
Technikon Natal
Skills
- Service Level Agreements
- Customer Satisfaction
- Client Relationship Management
- Operations Support
- Customer Engagement
- Incident Investigation
- Process flow validations
- Project Implementation
- Schedule Coordination
- Performance Improvement
- Staff Management
- Regulatory Compliance
- Organizational Skills
- Continuous Improvement
- Excellent Communication
- Problem-solving aptitude
- Analytical Skills
- Analytical Thinking
- Adaptability
- Attention to Detail
- Interpersonal Skills
Affiliations
- Regular Bootcamp junkie
- Avid movie watcher
References
References available upon request.
Timeline
Regional Senior Service Delivery Manager
Aspire Lifestyles APAC
05.2012 - 05.2024
Some College (No Degree) - Human Resources Management
Technikon Natal
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