AMY LYONS
Feilding,MWT
Summary
Results-driven professional with 15+ years of experience in office operations, customer service, and administrative support, with my most recent 3yrs working within an educational environment as Office Manager. Skilled in personnel leadership, operations optimization, and strategic planning to achieve organizational goals. Proficient in managing multiple projects simultaneously under tight deadlines. Dedicated to promoting teamwork, communication, and superior service. Recognized for reliability, organization, problem-solving abilities, strong work ethic, and attention to detail for organizational success.
Overview
16
16
years of professional experience
Work History
Office Manager
Awatapu College
08.2021 - 09.2024
- Management of office staff, daily activities, leave, staff performance and development.
- Handled sensitive information with discretion, maintaining confidentiality of student and staff personal information along with all school documentation maintaining trust and integrity.
- Provided comprehensive oversight of student health services, maintaining accurate medical records, ensuring efficient sick bay operations, and safely administering daily medications.
- Utilized XERO for efficient processing of all school-related invoices and accounts payable.
- Maintained accurate and up-to-date student enrolment and leaver information within ENROL, ensuring data integrity for all students.
- Developed and implemented a new online Year 9 online enrolment form, successfully integrating the new in/out of zone enrolment scheme via the school website. This resulted in a 70% increase in staff productivity and ensured the accuracy of student data within the school management system, eliminating previous data entry errors.
- Streamlined and implemented a new end-to-end digital process for student academic progress reporting, increasing report accuracy and efficiency while significantly reducing report-day workload by 80%.
- Successfully managed the school-wide rollout of a new keying system, including key distribution to all staff, inventory management, and ongoing management for all key-related matters, and ongoing issue resolution where required.
- Implemented a digital visitor and student sign-in system, improving staff productivity and improved reporting data for deans and senior management team.
- Provided support for students in family court matters, ensuring compliance with legal protocols, by way of coordinating communication and scheduling in-school meetings with lawyers and Oranga Tamariki as required.
- Relationship management with senior management team, teaching staff, students, parents/caregiver's and the wider community.
- Oversaw all aspects of student attendance, including truancy which were addressed through collaborative efforts with external agencies, utilizing weekly "Rock-On" meetings to implement effective intervention strategies.
- Served as a liaison between senior management and administration staff members, facilitating open channels of communication to address concerns or issues promptly.
- Contributed to the success of department heads by providing efficient administrative support, including report generation and data entry.
- Streamlined client inquiry response and resolution times by implementing a centralized document system (Dropbox linked to school email), improving team collaboration.
- Conducted regular reviews of office procedures, identifying and implementing improvements for operational excellence.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
Raising Young Family of 2
Stay at Home Mum
05.2018 - 08.2021
Conference & Events Coordinator
Conference & Function Centre - PNCC
09.2016 - 05.2018
- Planned and executed a wide range of events (meetings, conferences, conventions) from initial client consultation to post-event evaluation.
- Meticulously planned and flawlessly executed week-long conferences for multiple large corporations, accommodating up to 550 participants across plenary and breakout sessions.
- Coordinated all event services including venue selection and setup, catering, A/V, and signage, ensuring alignment with client objectives and budget.
- Conducted pre-event site visits to verify setup accuracy and proactively address potential issues.
- Collaborated effectively with internal teams and external vendors to ensure seamless event delivery.
- Demonstrated strong problem-solving skills, maintaining professionalism and composure under pressure.
- Built and maintained strong relationships with clients and stakeholders through excellent communication and customer service.
Learning & Development Trainer
Optus Business
05.2012 - 06.2016
- Successfully onboarded and trained 70+ new Service Management Officers across seven four-week programs, equipping them with the technical and soft skills needed to immediately contribute to the team and meet customer SLAs.
- Developed and maintained comprehensive training material/s (presentations, job aids, workbooks, online content).
- Managed all training logistics (scheduling, venue booking, catering).
- Partnered with departmental leaders to define and achieve strategic training objectives.
Customer Operations Executive - Onsite With Client
Optus Business
05.2008 - 04.2012
- Delivered expert on-site support and relationship management, consistently meeting SLAs and preventing financial penalties for a major government and corporate client.
- Managed all aspects of customer service, including account management, issue resolution and effective communication.
- Proactively identified and addressed client needs, building strong relationships and fostering a collaborative environment.
- Successfully implemented process improvements, resulting in enhanced efficiency and improved customer satisfaction.
- Collaborated with internal teams to identify and implement solutions for recurring customer challenges.
Skills
- Relationship management
- Strong customer service skills
- Collaborative teamwork
- Analytical problem-solving
- Marketing and advertising
- Quality-focused deliverables
- Proficient in software applications
- Clear oral/written communication
- Time management
- Organizational skills
Timeline
Office Manager
Awatapu College
08.2021 - 09.2024
Raising Young Family of 2
Stay at Home Mum
05.2018 - 08.2021
Conference & Events Coordinator
Conference & Function Centre - PNCC
09.2016 - 05.2018
Learning & Development Trainer
Optus Business
05.2012 - 06.2016
Customer Operations Executive - Onsite With Client
Optus Business
05.2008 - 04.2012
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