Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Timeline
Generic

Samantha Willis

Parramatta,NSW

Summary

Dynamic Executive Operations Manager with a proven track record at Actevate, excelling in crisis management and operational efficiency. Expert in developing risk mitigation strategies and enhancing quality management systems, resulting in significant budget reductions. Adept at employee coaching, fostering a culture of continuous improvement and collaboration within teams.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Executive Operations Manager

Actevate
11.2024 - Current
  • Developed comprehensive risk mitigation plans to maintain business continuity during unforeseen events or disruptions.
  • Oversees workforce management planning, volume predictions and capacity planning.
  • Drive continuous improvement in systems, workflows, and compliance, including ISO 9001 process implementation.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.

Office Manager

Actevate
02.2024 - 11.2024
  • Managed office supplies inventory, ensuring timely procurement and availability for staff needs.
  • Coordinated scheduling of meetings and events, optimising use of shared spaces and resources.
  • Assisted in maintaining accurate records and files, enhancing operational efficiency and accessibility.
  • Supported onboarding processes for new employees, facilitating smooth integration into the team.
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.

Customer Service Representative

Actevate
06.2022 - 02.2024
  • Resolved customer complaints efficiently, enhancing overall satisfaction and loyalty.
  • Conducted follow-up calls to ensure resolution effectiveness and customer contentment.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Provided comprehensive support in scheduling appointments and managing patient records.

Online 2IC Manager

Woolworths
08.2019 - 06.2022
  • Supervised daily operations, ensuring compliance with safety standards and company policies.
  • Trained and mentored team members, fostering a collaborative and efficient work environment.
  • Implemented process improvements, enhancing inventory management and reducing stock discrepancies.
  • Coordinated schedules and workflows among staff to maximise productivity during peak hours.
  • Enhanced team performance with comprehensive training programs, skill development workshops, and continuous feedback.
  • Interviewed, recruited and trained new onboarding candidates.

Online Personal Shopper

Woolworths
05.2016 - 08.2019
  • Trained new team members on best practices for online shopping tools and customer service protocols.
  • Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
  • Delivered exceptional customer service with a friendly demeanor, resulting in increased repeat business.
  • Implemented safety protocols, reducing workplace accidents and enhancing team compliance.
  • Contributed to achieving team goals with consistent punctuality, reliability, and adherence to established performance standards.

Education

Certificate IV - Business

Allara Learning
Sydney, NSW
03-2024

Certificate III - IPROWD, Vocational And Study Pathways

TAFE NSW
Redfern, NSW
08-2012

High School Certificate -

St Patricks College
Campbelltown, NSW
12-2010

Skills

  • Data driven decision making
  • Corporate communications
  • Quality management systems
  • Employee coaching
  • Attention to detail
  • Operational efficiency
  • Hiring and onboarding
  • Quality assurance
  • Crisis management

Accomplishments

  • Achieved ISO 9001:2015 certification through implementation of quality assurance framework.
  • Lead team of 200 staff members at Woolworths.
  • Took initiative to step into leadership gaps, preparing the team for smooth operational scaling.
  • Completed a Certificate IV in Business while working full time, demonstrating strong time management, resilience, and a drive for continuous growth.
  • Recognised for building strong rapport with customers and escalating sensitive issues with diplomacy.

Certification

  • Certificate IV in Business
  • Certificate III in Vocational and Study Pathways – IPROWD
  • Higher School Certificate
  • School Certificate

Interests

  • Crochet
  • Crafting and DIY Projects
  • Learning & self-development
  • Neurodiversity advocacy & accessibility

Timeline

Executive Operations Manager

Actevate
11.2024 - Current

Office Manager

Actevate
02.2024 - 11.2024

Customer Service Representative

Actevate
06.2022 - 02.2024

Online 2IC Manager

Woolworths
08.2019 - 06.2022

Online Personal Shopper

Woolworths
05.2016 - 08.2019

Certificate IV - Business

Allara Learning

Certificate III - IPROWD, Vocational And Study Pathways

TAFE NSW

High School Certificate -

St Patricks College

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Samantha Willis