Shannon Waldon
Burpengary East,QLD
Summary
Self-motivated Operations Manager successful in collaborating with many stakeholkders to streamline and strengthen processes and controls. Highly organized and detailed collaborator with solid record of accomplishment in meeting business targets. In-depth knowledge of operational techniques.
Overview
11
11
years of professional experience
Work History
Operations Manager
Auto & General
10.2022 - Current
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Directed day-to-day operations of short-term and long-term strategies to achieve business goals.
- Built strong operational teams to meet process and production demands.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Presented performance and productivity reports to supervisors.
- Demonstrated ability to effectively lead, engage and develop others.
- Demonstrated knowledge of Home Claims process and Procedures.
- Established clear expectations for employees, providing guidance when needed.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Maintained a positive work environment that promoted collaboration between team members.
- Completed daily quality assurance duties to provide feedback for improvements
Team Leader
Auto & General
01.2020 - 09.2022
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Created training materials and conducted group trainings for new Team Leaders
- Assisted with recruitment of new consultants
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Maintained a positive work environment that promoted collaboration between team members.
- Completed daily quality assurance duties to provide feedback for improvements.
Claims Consultant
Auto & General
01.2019 - 01.2020
- Delivering outstanding customer service
- Managing claims portfolio
- Reviewed documents such as police reports, bills, invoices, photographs. related to claim processing.
- Maintained accurate records of all claim activities in a centralized database system.
- Provided guidance to customers regarding their coverage options and procedures for filing a claim.
- Managing claims cost
- Complaint handling
- Knowledge of claims handling of all cost pools
- Identified potential fraudulent activity in order to protect the interests of the insurer.
- Coaching newer team members
- Decision making
- Liaising with third parties
Assistant Manager
Flight Centre/Escape Travel
01.2013 - 01.2020
- Working under pressure to meet deadlines
- Outstanding customer service
- Managing staff/ rosters
- Opening & closing of Store
- Financial responsibilities
- Consistently met sales targets
- Complaint handling
- Conducted regular performance reviews for employees to identify areas of improvement.
- Setting store KPI's
- Managed customer service inquiries and complaints in a timely manner.
- Maintained up-to-date knowledge of company products and services.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
Skills
- Excellent verbal and written communication skills
- Highly motivated
- Team player with exceptional leadership abilities
- Staff Development
- Performance Management
- Quality Assurance and Control
- Decision-Making
- Organizational Management
References
References available upon request.
Timeline
Operations Manager
Auto & General
10.2022 - Current
Team Leader
Auto & General
01.2020 - 09.2022
Claims Consultant
Auto & General
01.2019 - 01.2020
Assistant Manager
Flight Centre/Escape Travel
01.2013 - 01.2020
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