Rochelle Ratcliffe
Melbourne
Summary
Dynamic Operations Coordinator with over two years of experience at Logic Sense Pty Ltd, specializing in managing customer and supplier relationships while ensuring compliance with industry standards. Expertise in streamlining HR and HSE support processes enhances operational efficiency and fosters a collaborative work environment. Proficient in Xero and skilled in financial management tasks, including accounts payable, receivable, payroll, and reporting, contributing to seamless organizational operations. Committed to driving continuous improvement and delivering exceptional results in fast-paced environments.
Overview
32
32
years of professional experience
Work History
Operations Coordinator
Logic Sense Pty Ltd
10.2023 - Current
- I have a proven track record of optimising administrative and operational processes. I enjoy managing customer and supplier relationships, ensuring compliance, and providing support across HR, HSE. Proficient in using the Xero accounting platform for financial management, from accounts payable, accounts receivable as well as payroll and reporting.
- Key responsibilities
- I engage and nurture customer and supplier relationships, managing accurate onboarding processes and ensuring continuous updates.
- I coordinate and implement required documentation through multiple customer systems, ensuring telecommunication projects are compliant for suppliers to start work onsite, on time, safely.
- Liaise with customer IT departments, troubleshoot basic technical issues, coordinate with vendors for mobile site upgrades, and ensure teams have necessary communication tools.
- Manage daily office operations, including creating, approving, and processing invoices, bills, expense tracking, and payroll within the Xero platform.
- Onboard and maintain accurate staff, customer, and supplier details within Xero.
- Manage administrative staff, delegate tasks, support HR processes (onboarding, holiday/sickness records), schedule meetings and HSE compliance with safety as a priority.
Small Business Consultant
Retail Safari - American Express Account
04.2018 - 09.2023
- Successfully managed a portfolio of newly acquired AMEX merchant accounts, ensuring smooth onboarding and ongoing support.
- Key responsibilities
- Built and maintained strong relationships with small business merchants, building rapport and trust.
- Consulting with the merchants on current rates available and actioning a retention plan if required.
- Educated merchants on the benefits of Amex products
- Ensured accurate and timely data entry was entered in the CRM for accurate reporting and account visibility.
- Contributed insights and recommendations during weekly team meetings to strengthen program outcomes.
- Supported key annual AMEX campaigns by visiting existing merchants, increasing awareness of promotional initiatives and marketing opportunities.
Career Break
04.2010 - 04.2018
- Fulltime Parenting
Property Consultant
Capital Properties
03.2007 - 11.2009
Executive Assistant & Team Administration
CGU Insurance
10.2006 - 12.2006
Project & Process Analyst
CitySearch.com.au
06.2005 - 06.2006
- Worked with business owners and stream leads to implement business processes and enhance operational capabilities within the CitySearch brand.
- Key responsibilities
- Collaborated with business owners and stream leads to implement business processes and enhance operational capabilities.
- Built and maintained strong stakeholder relationships to support business objectives.
- Resolved system and process queries to facilitate informed decision-making.
- Identified and contributed to process improvement initiatives.
- Managed project schedules, budgets, and deliverables across multiple streams.
- Processed project invoices and maintained accurate budget records.
- Supported project documentation, quality reviews, and cross-project dependency management.
- Prepared PMO deliverables, presentations, and meeting records for executive committees.
Online Product Specialist
CitySearch.com.au
02.2002 - 05.2005
- My focus was identifying process improvement opportunities and supporting ongoing optimisation initiatives. I contributed to product plans and strategies that strengthened post purchase customer engagement, as well as researching market opportunities to guide product direction and positioning.
- Key responsibilities
- Managed stakeholder relationships and ensured clear, effective communication.
- Researched market opportunities to guide product direction and positioning.
- Coordinated online product integrations with internal teams and external partners.
- Maintained accurate product information across internal systems and the intranet.
- Implemented regular product testing procedures to ensure reliability and performance.
- Reviewed product performance, revenue models, and development scope to support strategic decisions.
- Drove timely product enhancements aligned with market needs and revenue potential.
- Collaborated with marketing to produce product collateral and support campaigns.
- Managed vendor statistics and ensured customers had access to current product data.
- Prepared and presented product metrics, challenges, and recommendations at quarterly reviews.
- Handled sales queries and provided timely support to stakeholders.
National Web Design Manager
CitySearch.com.au
02.2001 - 02.2002
- My goal was to create a team of 10 web consultants nationally to achieve the company target of 10 completed websites per week. This was successfully achieved through targeted training and performance evaluations.
- Key responsibilities
- I developed training manuals and facilitated induction sessions to ensure all team members were equipped with essential skills.
- Regular evaluations of website performance allowed me to provide actionable feedback, while national reports highlighted team productivity and areas for improvement.
- Ensure the Key Performance Indicators were in line with the company objectives
- Constantly worked to improve the effectiveness of the Web Consultants (WC) through continual training in phone communication, presentation skills, paperwork, product and procedures, the internet, marketing techniques, design and creative ideas.
- Provided website evaluations to the WC’s on a regular basis, identifying positive and negative elements of websites.
- Proactively researched the key areas of the WC role to improve quality.
- Assisted the WC team leaders in each office with bi-monthly appraisals by providing feedback on productivity, achievements of KPI’s, ideas and feedback from other relevant company departments.
- Produced national weekly reports highlighting the productivity of individual WC’s, individual offices and the WC team nationally.
- Interpreted figures to identify achievement and non-achievement of KPI’s, potential areas for improvement and solutions that can be implemented to improve WC performance
Website Design Consultant
CitySearch.com.au
02.1999 - 02.2001
- Aftersales consulting with merchants, to obtain, coordinate marketing material, to design and build their online presence.
- Key responsibilities
- Assisting clients with the most appropriate design for their website.
- Advised clients of the most appropriate marketing strategies for their website.
- Finalised the design components and material for client’s website and submitted it to be designed.
- Up selling additional web related products where appropriate
- Submitted necessary reports to the National Web Consultant Manager
Outbound Call Centre Manager
CitySearch.com.au
01.1999 - 06.1999
- Lead, coached, and motivated internet business advisors to achieve appointments that lead to sales.
- Key responsibilities
- Monitor call activity and appointment targets to ensure consistent performance.
- Train team members to conduct effective business needs analyses.
- Identify and leverage opportunities for new business growth and acquisition.
- Build and maintain strong relationships across internal teams, Sales, and Directory partners.
- Develop strategic plans to support the achievement of revenue objectives.
- Manage revenue pipelines to meet monthly product, sales, and reporting deadlines.
- Oversee and complete the PDP process for all team member
Website Advisor
CitySearch.com.au
02.1998 - 01.1999
- Delivered personalised website solutions to potential small businesses.
- Key responsibilities
- Conducted comprehensive business needs analyses over the phone to recommend effective online products to small businesses.
- Developed strong relationships with internal teams, enhancing collaboration and efficiency.
- Managed revenue flow to consistently meet monthly sales goals and deadlines.
Department Manager
Target Australia
01.1994 - 12.1997
Education
Diploma - Marketing
Box Hill Institute of TAFE
Melbourne, Victoria, VIC01-1996
Skills
- Process optimisation
- Customer relationship management
- Compliance management
- Financial reporting
- Accounts payable
- Accounts receivable
- Payroll management
- Xero accounting software
- Project coordination
- Administrative support
- Training and development
- Customer invoicing
Timeline
Operations Coordinator
Logic Sense Pty Ltd
10.2023 - Current
Small Business Consultant
Retail Safari - American Express Account
04.2018 - 09.2023
Career Break
04.2010 - 04.2018
Property Consultant
Capital Properties
03.2007 - 11.2009
Executive Assistant & Team Administration
CGU Insurance
10.2006 - 12.2006
Project & Process Analyst
CitySearch.com.au
06.2005 - 06.2006
Online Product Specialist
CitySearch.com.au
02.2002 - 05.2005
National Web Design Manager
CitySearch.com.au
02.2001 - 02.2002
Website Design Consultant
CitySearch.com.au
02.1999 - 02.2001
Outbound Call Centre Manager
CitySearch.com.au
01.1999 - 06.1999
Website Advisor
CitySearch.com.au
02.1998 - 01.1999
Department Manager
Target Australia
01.1994 - 12.1997
Diploma - Marketing
Box Hill Institute of TAFE