Shelley Raleigh
Euroa,VIC
Summary
Accomplished and resourceful professional with extensive experience in office and customer service management. Proven record of success leading cross-functional teams, providing trainings, implementing health and safety regulations, and directing daily operational activities of the office. Demonstrated ability to identify new business opportunities, increase business, prepare budget plans, and achieve customer satisfaction. Proficient interpersonal communication, building robust relations, and resolving complex problems.
Overview
24
24
years of professional experience
Work History
Senior Business Operations Analyst
VicRoads
Melbourne, VIC
07.2023 - Current
- Developed and implemented strategies to improve business performance metrics.
- Identified process gaps in existing operations and developed solutions to address them.
- Provided support during the planning, budgeting, forecasting, and modeling stages of projects.
- Coordinated the implementation of new initiatives across departments within the organization.
- Collaborated with cross-functional teams to develop innovative solutions for complex business problems.
- Designed training materials for staff members on how to use new systems or tools.
Area Manager of Operations
VicRoads
Dandenong, VIC
08.2022 - 07.2023
- Managed operational activities of multiple branches, ensuring compliance with company policies and procedures.
- Developed strategies to improve customer service, reduce costs and increase efficiency of operations.
- Ensured that safety standards were met while maintaining a safe work environment for all employees.
- Established goals and objectives that aligned with overall business strategy and monitored progress against those goals.
- Implemented process improvements to optimize productivity, reduce costs and enhance customer service levels.
- Resolved conflicts between departments by providing clear direction on tasks or duties.
- Conducted regular meetings with department heads to review performance indicators, discuss issues and concerns and provide feedback.
- Participated in strategic planning sessions aimed at improving operational efficiency across all areas of the business.
Acting Area Manager
North West Rural – VicRoads
01.2019 - 08.2022
- Deliver against customer expectations, service standards, organisational compliance and financial goals for the Area
- Engage and communicate with staff regularly to ensure staff are well informed and aware of the expectations
- Lead, manage, motivate, and develop managers and their staff to ensure a culture of delivering exceptional R&L services to all customers.
- Monitor and report on the area performance including identification and implementation of actions where performance goals for the area are not being achieved
- Identified business development opportunities and supported continuous process improvement initiatives
- Office in box – Mobile CLT Machine for influx of tests to help with demand.
- Empowering managers to make decisions based on customer and community needs.
Office Manager
Shepparton – VicRoads
Shepparton
01.2015 - 01.2019
- Manage office operations and ensure delivery of registration/licensing services in accordance with Customer Service Centre’s (CSC) policies and standards
- Provide quality customer service by addressing public queries and resolving complex issues
- Lead governance and compliance activities, such as occupational health and safety management, Business Continuity Plans (BCPs), property, financial, and CSC budget plans, as per VicRoads policies, procedures and guidelines by co-ordinating with area manager
- Identified business development opportunities and supported continuous process improvement initiatives
- Led a team and delivered trainings on transaction processing
- Secured Outstanding Performer Award in 2017 for daring to seize opportunities and take on tough challenges
Office Manager
Benalla, VicRoads
Benalla
01.2009 - 01.2015
- Led regular and daily activities of small Customer Service Centre (CSC) to ensure smooth running of operations
- Administered planning, work scheduling, and resourcing management to implement professional independent judgement strategy
- Delivered exceptional customer service and provided coaching and trainings to staff members
- Checked and observed health and safety, budget, and business continuity plans to meet organisational goals and standards
- Attained Excellence Service Award 2010
- Identified business development opportunities and supported continuous process improvement initiatives
Senior Customer Service Officer
VicRoads
01.2001 - 01.2009
- Delivered license registration services information to different customers and achieve high-level client’s satisfaction
- Completed administration transactions as well as updated relevant information on VicRoads systems to check balance and clear amounts
- Conducted and supervised computer licence test as well as oversaw practical driving test to pass/fail the candidate
- Inspected and verified key vehicle identifiers and roadworthiness requirements according to defined policies, procedures, work instructions, and guidelines
- Directed cash handling, electronic payment processing, and banking procedures to meet job protocols
- Resolved customer enquires in a timely manner to attain high customer satisfaction levels
- Pride of workmanship Award – Issued by the Rotary Club
Education
Completed VCE -
Euroa Secondary College
Euroa01.1993
Skills
- Office Management
- Customer Service
- Business Development
- Stakeholder Engagements
- Budgeting & Forecasting
- Continuous Process Improvement
- General Administrative Support
- Health & Safety Regulations
- Lean Six Sigma
- KPI Tracking
- Stakeholder Management
- Operations Management
- Staff Management
- Forecasting and planning
- Training and coaching
Accomplishments
- Pride of Workmanship Award issued by Rotary Club
- Excellence Customer Service Award
- Outstanding Performer Award
Timeline
Senior Business Operations Analyst
VicRoads
07.2023 - Current
Area Manager of Operations
VicRoads
08.2022 - 07.2023
Acting Area Manager
North West Rural – VicRoads
01.2019 - 08.2022
Office Manager
Shepparton – VicRoads
01.2015 - 01.2019
Office Manager
Benalla, VicRoads
01.2009 - 01.2015
Senior Customer Service Officer
VicRoads
01.2001 - 01.2009
Completed VCE -
Euroa Secondary College
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