Sarah Proudlove
Port Kembla,NSW
Summary
A highly skilled and results-driven Systems Manager with a proven ability to optimize complex systems and streamline operational processes. Proficient in multiple communication, reporting and reservations systems, I leverage my technical expertise and rapid learning capabilities to drive innovation and efficiency. My background in sales, reservations, and customer service enhances my ability to collaborate effectively with stakeholders and provide exceptional support, ensuring successful project delivery. I am eager to expand my expertise in systems and project management to further contribute to organizational growth and success
Overview
14
14
years of professional experience
Work History
Systems Manager
Experience Co
11.2024 - Current
- Administered and optimized key systems: IBIS, HubSpot, Weglot, and Genesys
- Provided system support, troubleshooting, and implemented improvements
- Managed system configurations and documentation
- Collaborated with technical teams to resolve complex system issues and ensure data integrity
- Dealt with stakeholders, gathering requirements and providing system updates
- Managed the integrations of various systems to ensure seamless data flow
- Generated and analyzed reports to ensure data accuracy and identify areas for improvement
Reservations Supervisor/Call Centre Manager
Experience Co - Skydive Australia
11.2010 - 11.2024
- Management of National Skydive Reservations Sales Agents located in Wollongong, Cairns, and remotely, including performance reviews, providing guidance, training, and support with procedures, systems, products, and customer service needs
- Optimizing sales conversions through training, coaching, and incentivising reservations sales agents
- Manage and approve employees' leave, worked hours, and reservations sales incentives in conjunction with the Payroll team
- Recruitment of new staff, creating and updating Skydive reservations training plans, and delegation of training duties
- Ensure staff members are aware and comply with company policies and procedures
- Monitoring phone and email volumes to ensure adequate staffing levels for demand and communicating with EXP reservations supervisors
- System development, Problem solving, Testing, integration and assisting the Skydive Systems Manager with product implementation
- Monitoring availability for maximum booking capability in line with operational requirements
- Monitoring phone system and ensuring all team members' profiles are correct
- Responsible for creating and maintaining Skydive reservations procedural documentation
- Responsible for providing sales reports to upper management
- Dealing with escalated customer complaints
- Complete daily financial reconciliation
- Back-up for reservations sales agents by answering phones and email as required
Education
Hubspot General and Workflow training -
Udemy
03.2025
Project Management -
Australian Institute of Management
07.2024
Other - Fine Arts - Certificate 3
West Wollongong TAFE
Wollongong, NSW01.2010
High school or equivalent -
Bulli High School
Bulli, NSW01.2009
Skills
- Planning
- Organizing
- Prioritizing work
- Communication skills
- Advocacy skills
- Initiative
- Independent work
- Cooperative work
- Organizational skills
- Attention to detail
- Confidentiality
- Handling sensitive matters diplomatically
Timeline
Systems Manager
Experience Co
11.2024 - Current
Reservations Supervisor/Call Centre Manager
Experience Co - Skydive Australia
11.2010 - 11.2024
Project Management -
Australian Institute of Management
Other - Fine Arts - Certificate 3
West Wollongong TAFE
Hubspot General and Workflow training -
Udemy
High school or equivalent -
Bulli High School
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