Simone Ravenscroft
Brisbane,QLD
Summary
Operations Manager with over ten years of management experience, and always striving for operational excellence. Highly competent in strategic planning and execution, while being people-centric and fostering a positive environment across on-site and remote teams.
Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets.
Overview
14
14
years of professional experience
Work History
Operations Manager / 2IC Channel Manager
Telco Services Australia
05.2023 - Current
- Led a team of 7 managers and 110 indirect reports to drive performance across all states and remote workers.
- Collaborated with stakeholders and cross-functional teams to resolve complex operational issues.
- Partnered with Channel Manager to enhance operational efficiency, exceeding company and client expectations.
- Ensured quality and compliance in all operational areas, meeting business requirements and regulatory standards.
- Developed contingency plans to minimize disruptions while safeguarding profitability.
- Supported leaders and HR in managing employee relations, mitigating business risks effectively.
- Prepared and presented weekly and monthly business reviews to stakeholders and executives.
- Analyzed data to identify trends, optimize workflows, and promote continuous improvement.
Inbound Assurance Manager/ 2IC Operations Manager
Telco Services Australia
01.2021 - 05.2023
- Analyzed and managed campaign variations to ensure sustained success.
- Oversaw team productivity metrics and agent schedules for optimal performance.
- Executed payroll tasks within SLAs, ensuring accuracy of incentives and adjustments.
- Conducted performance meetings and implemented disciplinary actions as necessary.
- Facilitated ongoing learning and development through tailored action plans and coaching.
- Managed multiple campaigns, targets, and client relationships effectively.
Business Sales and Operations Manager/ PC and Inbound
Telco Services Australia
02.2018 - 01.2021
- Analyzed and managed campaign variations to ensure ongoing success.
- Executed payroll tasks within service level agreements.
- Managed both inbound and outbound campaigns to maximize reach.
- Conducted performance meetings to assess team effectiveness.
Customer Experience and Complaints Manager
Telco Services Australia
06.2016 - 02.2018
- Analyzed and managed variation to drive campaign success.
- Oversaw productivity metrics and schedules for all team members.
- Executed payroll tasks within SLAs, ensuring accurate incentives and necessary adjustments.
- Conducted performance meetings, implementing disciplinary actions when required.
- Facilitated ongoing learning and development for team members through tailored action plans and coaching.
- Assist with escalated incidents at TIO level
Business Sales Training Induction Manager
Telco Services Australia
02.2016 - 01.2018
- Delivered cost-effective training programs and interventions, including facilitator-led and web-based options.
- Trained new and existing staff to comply with Telstra Head Contract and legislative requirements.
- Assessed training needs to tailor solutions for line of business.
- Provided ongoing support and resources to enhance staff development opportunities.
- Create training content
Customer Experience and Sales Coach
Telco Services Australia
06.2014 - 01.2016
- Conducted quality assurance reviews of call assessments to maintain high standards.
- Analyzed assessment trends to inform coaching sessions for agent development.
- Designed engaging sales training sessions to mentor and motivate agents effectively.
- Documented all coaching sessions, action plans, and development strategies systematically.
- Monitored agent performance to ensure achievement of key performance indicators (KPIs).
Digital Office Technology Back of House Consultant
Telco Services Australia
09.2013 - 06.2014
- Gathered customer feedback on the transition to Digital Office Technology.
- Handled customer complaints, and completed data entry to support operational needs.
Store Manager
Sass International
05.2011 - 12.2011
- Ensure high levels of customer’s satisfaction through excellent service.
- Complete store administration and ensure compliance with policies and procedures.
- Maintain outstanding store condition and visual merchandising standards.
- Propose innovative ideas to increase market share.
Education
Certificate 4 - Beauty Therapy
TAFE Queensland
QLD01-2010
Skills
- Regulatory compliance
- Data analysis
- Team building
- Process improvement
- Operations management
- Employee training
- Payroll administration
- Performance management
- Stakeholder management
- Financial forecasting
- Strategic planning
- Campaign management
- Presenting and public speaking
References
References on request
References
References available upon request.
Timeline
Operations Manager / 2IC Channel Manager
Telco Services Australia
05.2023 - Current
Inbound Assurance Manager/ 2IC Operations Manager
Telco Services Australia
01.2021 - 05.2023
Business Sales and Operations Manager/ PC and Inbound
Telco Services Australia
02.2018 - 01.2021
Customer Experience and Complaints Manager
Telco Services Australia
06.2016 - 02.2018
Business Sales Training Induction Manager
Telco Services Australia
02.2016 - 01.2018
Customer Experience and Sales Coach
Telco Services Australia
06.2014 - 01.2016
Digital Office Technology Back of House Consultant
Telco Services Australia
09.2013 - 06.2014
Store Manager
Sass International
05.2011 - 12.2011
Certificate 4 - Beauty Therapy
TAFE Queensland
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