Over 11 years of experience as an Operations Manager specialising in customer service, billing, staffing, and marketing. Proven track record of leading teams, developing and implementing Standard Operating Procedures (SOPs), improving operational efficiency, and delivering exceptional client satisfaction. Experienced in process optimisation, data-driven decision-making, automation, and business operations management.
Leadership & Operations
Operations Strategy
Leadership & People Management
Performance Coaching
Team Development
Performance Reviews
Task Delegation
Workforce Planning
Cross-functional Team Collaboration
Decision Making & Problem Solving
Process Improvement & Compliance
SOP Development & Implementation
Process Improvement & Workflow Optimisation
Quality Assurance & Compliance
Risk Assessment
Troubleshooting & Root Cause Analysis
Continuous Process Improvement
Business & Financial Operations
Customer Service Operations
Billing & Revenue Management
Budget Monitoring
Bookkeeping (QuickBooks)
Staffing & Recruitment
Marketing Operations
Client Relationship Management
Data, Reporting & Automation
Data Management
Data Trend & Performance Analytics
KPI Monitoring & Reporting
Excel Automation (Advanced Formulas & VBA/Google Apps Script)
Google Workspace Automation
Dashboard Creation
Action Planning & Strategic Execution
