Sylvia Jacobson
Pakenham
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
23
23
years of professional experience
Work History
Client Services (Operations) Manager
Prestige Inhome Care
07.2022 - Current
- Leading 4 Team Leaders, 30 Client Service Coordinators and 600 care staff
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Streamlined operations by implementing efficient processes.
- Improved team performance with regular training and development sessions.
- Ensured compliance with industry regulations, maintaining high standards of quality and safety.
- Increased profitability through effective cost control.
- Developed comprehensive reports providing insights into operational performance.
- Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company's reputation by providing appropriate solutions, and alternatives within appropriate timeframes.
- Built a strong rapport with key decision-makers within client organisations, fostering trust and long-lasting partnerships.
- Identified potential upselling opportunities and presented tailored service offerings to existing clients, resulting in revenue growth.
- Monitored performance metrics, using data analysis to identify areas of improvement in service delivery and customer experience.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
- Established performance and service goals and held employees accountable for individual performance.
- Boosted team morale and productivity, initiating recognition program for outstanding customer service.
- Fostered culture of continuous improvement, leading team meetings focused on service enhancement.
- Negotiated with vendors to reduce costs
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Oversaw performance management processes, providing constructive feedback to employees
Customer Service Manager
Prestige Inhome Care
04.2022 - 06.2022
- Lead, engage and manage a team of18 Customer Service Officers
- Manage staff performance through formal and informal performance management and ensure team members are suitably qualified and trained to perform their duties to meet company KPI’s
- Workload is appropriately distributed and tasks are completed by deadline
- Confirm policies are current, accurate and compliant and ensure they are adhered to
- Managed entire complaints process, drafted procedures, ensured office staff across the business adhered to them, meeting deadlines for conflict resolution and delivering exceptional customer service
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Customer Care, Graphics & Sales Manager
Arrow Bronze
04.2009 - 04.2022
- Leading & mentoring a team of 15 staff members with daily stand-up meetings to continuously monitor performance criteria and consistently meet or exceed department goals
- Develop & establish necessary staffing systems, processes and procedures for consistent, accurate and timely customer order fulfillment
- Assist with quotes, pricing questions, inventory availability, production lead time, order status & shipping information
- Responsible for understanding customer’s expectations and delivering services as needed - investigate and resolve customer inquiries and complaints in a timely and empathetic manner
- Developed and strengthened client relationships by providing efficient and knowledgeable support
- Designed & implemented a remote work strategy during the COVID, driving digital improvements & ensuring operational continuity
- Processing of accounts, queries, and debt recovery
- Oversee processing of accounts, handle customer queries, and manage debt recovery to ensure financial accuracy and minimise risk
- Partner with other department leaders to resolve production challenges, refine processes, and introduce automation to improve efficiency, reduce costs, and maintain productivity
- Participated in strategic planning for company improvements to gain competitive advantage
- Streamline ordering and Inventory procedures to identify top sellers and reduce over-stock
- Attend Conferences, promoting products and educating clients on the overall business building rapport and onboarding new contracts & assist in the tender process
Operations Manager
Arrow Bronze
02.2019 - 07.2019
- Run Factory & Foundry Floor of 35 employees
- Identifying areas for improvement, locate bottlenecks to streamline processes, introduce automation & structure workflow
- Purchase materials, plan inventory and oversee warehouse efficiency
- Cost reduction reviewing product manufacturing process
- Led regular stand-up meetings to identify continuous improvement projects with measurable goals
- Supervised production schedules, quality & on-time delivery
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
Administration Officer
Arrow Bronze
03.2002 - 04.2009
- Reception Duties - answering all incoming calls and directing to correct departments
- Processing in excess of 200 orders per day from data entry to invoicing
- Handle 40+ calls daily and 100 emails, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services
- Listen attentively to caller needs to ensure a positive customer experience and addressed concerns demonstrating empathy, and resolving problems on the spot
- Generated and sent customer invoices, submitted payments and updates accounts
- Provided exceptional customer service, addressing inquiries professionally and in a timely manner.
Education
Victorian Certificate of Education -
Lyndale secondary college
01.1997
Skills
- Reliable and trustworthy
- Cost reduction
- Process Improvement
- Issue and conflict resolution
- Conflict resolution
- Working collaboratively
- Relationship building
- Streamline & automation
- Operations management
- Team leadership
- Quality assurance
- Risk management
Timeline
Client Services (Operations) Manager
Prestige Inhome Care
07.2022 - Current
Customer Service Manager
Prestige Inhome Care
04.2022 - 06.2022
Operations Manager
Arrow Bronze
02.2019 - 07.2019
Customer Care, Graphics & Sales Manager
Arrow Bronze
04.2009 - 04.2022
Administration Officer
Arrow Bronze
03.2002 - 04.2009
Victorian Certificate of Education -
Lyndale secondary college
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