Sarah-Jane Pugh
Hamilton,QLD
Summary
Dynamic and results-oriented professional with extensive experience in sales, business development, and operational management. Seeking a challenging role as a Regional Business Partner where I can leverage my entrepreneurial spirit, leadership skills, and diverse background to drive business growth, ensure operational compliance, and foster strong relationships within the community. Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
31
31
years of professional experience
Work History
Training and Enablement Manager
Navitas Careers and Industry
07.2023 - Current
- Implemented innovative sales structures resulting in increased enrolments and improved retention for Australian College of Applied Professions and SAE University College
- Provided coaching and training to Team Leaders on effective coaching practices
- Developed comprehensive training materials and courses
- Conducted group and individual training sessions both in-person and remotely
- Coordinated the implementation of new projects in collaboration with operations
- Designed and implemented quality observation tools for sales calls.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Future Student Advisor Team Leader
University of New England Partnerships
02.2022 - 07.2023
- Prepared and presented weekly and monthly reports on call volumes, enrolment submissions, and sales team performance
- Restructured CRM workflows to optimize lead management and conversion processes
- Conducted sales training sessions to enhance team performance
- Established and maintained relationships with marketing agencies and lead providers
- Successfully converted warm leads into enrolments.
- Developed strong relationships with faculty members, fostering an environment of collaboration in support of student goals.
Owner Operator
Eclectic Penguin Café and Gifts
01.2019 - 01.2022
- Founded and managed a successful café and online store, achieving profitability within the first year of operation
- Oversaw day-to-day operations and supervised a team of 5 employees with full retention
- Implemented effective marketing strategies across various channels
- Managed vendor relationships, payroll, and accounts
- Sold at the end of 2022 for a sizeable profit.
- Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
- Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Negotiated contracts with vendors to secure favorable terms for the business.
- Oversaw the hiring process, selecting highly skilled candidates who contributed significantly to company success.
National Warranty Call Centre Operations Manager
Amart Furniture
01.2017 - 01.2019
- Directed all aspects of call centre operations to meet customer needs and company goals
- Developed and optimized departmental workflow processes
- Implemented service and sales metrics to maximize performance
- Led the project management of CRM implementation, including live chat functions.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Increased profit by streamlining operations.
National Customer Experience and Ancillary Sales Performance Manager (AU/NZ)
Avis Budget Group EMEA
01.2013 - 01.2017
- Established a customer-centric culture and facilitated continuous improvement in customer service and sales
- Developed and implemented operational plans to meet KPIs
- Conducted sales analysis and provided coaching to drive performance improvement
- Organized multi-day conferences and led onboarding programs for new employees.
- Increased sales revenue by implementing effective performance strategies and coaching techniques.
- Managed a high-performing sales team, fostering a culture of accountability and continuous growth.
- Leveraged data-driven insights from sales analytics tools to make informed decisions and drive continuous improvement.
- Championed product knowledge within the team by organizing comprehensive training sessions on new offerings or updates.
- Optimized territory coverage by reallocating resources based on market potential, maximizing return on investment.
- Delivered exceptional results in meeting or exceeding quarterly and annual sales targets consistently.
- Mentored junior sales representatives to develop their skills and advance within the company hierarchy.
Team Leader
Smart Service Queensland
01.2009 - 01.2013
- Provided high-quality customer service and leadership to Customer Service Agents
- Developed and implemented coaching programs to enhance team performance
- Managed resources and participated in policy development.
Customer Care Manager / Vehicle Sales
Torque Ford/Toyota
01.2005 - 01.2009
- Oversaw new vehicle and aftermarket sales and trained a team of aftermarket consultants.
2IC / Senior Travel Agent
Flight Centre
01.2000 - 01.2005
- Sold international and domestic travel packages and trained new agents.
Manager
McDonald's Family Restaurant
01.1993 - 01.2000
- Managed restaurant operations, including hiring, training, and stock control
- Implemented new processes and products and coordinated community events.
Education
Advanced Diploma of Leadership and Management -
McDonald's Training Australia
Leadership Recharge - Women in Leadership -
01.2023
Provide basic life emergency support -
01.2022
Provide Cardiopulmonary resuscitation -
01.2022
Provide First Aid -
01.2022
Art of Facilitation - SSQ Training -
01.2011
L.E.A.D Coaching principles (Mentored by Rupert Bryce) SSQ Training -
01.2010
A Road to a Sale - Ford Motor Company -
01.2005
Diploma of Interior Design -
01.2003
Cert IV in Travel and Tourism -
Flight Centre LTD
01.2001
Independent Real Estate Canberra - Sales Agent Training -
01.1999
Higher School Certificate -
Moorebank High School
01.1993
Skills
- Entrepreneurial mindset
- Sales and business development
- Operations management
- Leadership and team management
- Customer service excellence
- Marketing and promotional campaigns
- Relationship building and stakeholder management
- Strategic planning and execution
- CRM and workflow optimization
- Training and coaching
References
Available upon request
Timeline
Training and Enablement Manager
Navitas Careers and Industry
07.2023 - Current
Future Student Advisor Team Leader
University of New England Partnerships
02.2022 - 07.2023
Owner Operator
Eclectic Penguin Café and Gifts
01.2019 - 01.2022
National Warranty Call Centre Operations Manager
Amart Furniture
01.2017 - 01.2019
National Customer Experience and Ancillary Sales Performance Manager (AU/NZ)
Avis Budget Group EMEA
01.2013 - 01.2017
Team Leader
Smart Service Queensland
01.2009 - 01.2013
Customer Care Manager / Vehicle Sales
Torque Ford/Toyota
01.2005 - 01.2009
2IC / Senior Travel Agent
Flight Centre
01.2000 - 01.2005
Manager
McDonald's Family Restaurant
01.1993 - 01.2000
Advanced Diploma of Leadership and Management -
McDonald's Training Australia
Leadership Recharge - Women in Leadership -
Provide basic life emergency support -
Provide Cardiopulmonary resuscitation -
Provide First Aid -
Art of Facilitation - SSQ Training -
L.E.A.D Coaching principles (Mentored by Rupert Bryce) SSQ Training -
A Road to a Sale - Ford Motor Company -
Diploma of Interior Design -
Cert IV in Travel and Tourism -
Flight Centre LTD
Independent Real Estate Canberra - Sales Agent Training -
Higher School Certificate -
Moorebank High School
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