Summary
Overview
Work History
Skills
Hobbies and Interests
Timeline
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Ashlee Rose O'Neill

Tikipunga,Whangarei

Summary

Sales & Operations Manager at The Palms Lifestyle Village with expertise in contractor coordination and conflict resolution. Enhanced resident satisfaction and streamlined operations, resulting in improved service delivery. Proficient in Xero accounting software, with strong skills in team leadership and policy implementation to ensure compliance and operational excellence.

Overview

13
13
years of professional experience

Work History

Sales & Operations Manager

The Palms Lifestyle Village
Tikipunga, Whangarei
02.2021 - Current
  • Managed the day-to-day operations of the village, acting as the first point of contact for staff and residents, and ensuring smooth communication and service delivery.
  • Organized and coordinated maintenance work, liaising directly with contractors, and logging all maintenance jobs efficiently.
  • Oversaw refurbishment projects, managing timelines, contractor communication, and outcomes.
  • Scheduled and led regular staff meetings, ensuring alignment on goals, updates, and policy implementation.
  • Handled all incoming sales inquiries: conducted viewings, provided follow-ups, and managed correspondence, marketing, and the sales process through to signing residents, and liaising with legal teams.
  • Maintained professional correspondence with external stakeholders, including lawyers, accountants, and other retirement villages.
  • Used Xero to enter invoices, oversee administrative processes, clean up accounts, and perform internal audits.
  • Led marketing efforts in collaboration with third-party providers, managed website updates, digital content (images, videos), brochures, signage, and advertising.
  • Implemented and reviewed operational policies and procedures, including health and safety, emergency management, and fire evacuation plans.
  • Organized staff training and development, and ensured regular review and compliance with internal protocols.
  • Supported senior managers with reporting and decision-making; regularly provided insights from staff and residents.
  • Managed and resolved resident concerns with professionalism, including conducting difficult conversations with empathy and clarity.
  • Built strong relationships both internally (staff, residents) and externally (contractors, suppliers, and other villages).
  • Represented the village at industry conferences, forums, and training days to ensure up-to-date knowledge sharing and networking.
  • Conducted price comparisons to support budgeting and procurement decisions.
  • First aid trained, and actively contributed to the village’s emergency response procedures.

Client Services Manager

First Advantage
Whangarei
07.2017 - Current
  • I started at First Advantage in Operations Team where I quickly became an SME (go-to person) and worked closely with managers. During this time I was managing a project for a strategic at-risk Client who was ready to leave the Company. I managed to help keep the Client happy and re-sign the contract with First Advantage which then led me to being promoted to Client Services Manager where I currently maintain a good relationship with 23 strategic Clients.
  • Complete and maintain First Level Quality Control on all cases ordered for our at-risk Clients
  • Daily WIP - Checking all cases in progress to ensure all correct procedures are being followed and Cases are set up correctly. Identify and raise any concerns to associates and managers to ensure feedback is given to avoid future mistakes.
  • Reason for Delay Report - Check over all completed cases and identify any reasons for delay on a case, provide reasoning and look into how we can avoid delays.
  • Final Quality Control - once a case is completed I will review the entire case to ensure everything has been completed correctly and there are no misses. I was in charge of sending the Final Report to our Clients.
  • Client Management - Maintain a good relationship with all my Clients, Checking over Client Cases daily to ensure everything is being processed correctly to give our Clients the best outcomes. Deal with any escalations from Client and Candidate's and work with other Teams to work on solutions for the escalations.
  • Regular Client Contact - I maintain weekly, fortnightly and monthly calls with my Clients to keep on top of any concerns the Client has, and to discuss the progress of their cases. Constant email correspondence with Clients and Candidate's to provide updates, answer queries, and raise concerns if required.
  • Reporting - Send weekly reports to my Clients. I will review the reports and check over cases on the Report to ensure nothing is being held up or if I need to raise anything to the Client regarding the report.
  • Work with Account Manager on client services & delivery strategy
  • Ensure that Client needs are met in a way that improves customer satisfaction and increase profitability; provides high level update to client on service initiatives/SLA agreement.
  • Resolve customer service issues, streamline business operations and provide support and product training
  • Work with client to resolve delivery issues and co-ordinate strategic communication with them.

Customer Service/Marketing Assistant

GFM Branding Solutions
Whangarei
12.2016 - 07.2017
  • As I was only in this role for 5 months, I was still in training. However, I got to learn the following skills during this time;
  • Manage Facebook pages, create and design posts.
  • Web content loading.
  • Basic web design.
  • Basic graphic design work on PSD.
  • In charge of courier system.
  • Facebook Competitions.
  • Liaise with designers and clients.
  • Client contact/organising competitions and promo work.
  • Ability to work in a high pressure environment and meet strict deadlines.
  • Meeting with clients to discuss promotions and keeping information current & up to date.
  • Keeping up to date with social media marketing by doing my own research.

Administrator

Maggie Dixon Real Estate
Whangarei
06.2015 - 12.2016
  • At Maggie Dixon Real Estate my role was frontline receptionist. I was meeting and greeting clients both personally and over the phone.
  • As part of my role I would enter listings into the 'My Desktop' system, I would help and support the sales team to the best of my ability, and general in house duties including; stock taking, cleaning, deliveries/errands.
  • Along with my role as administrator I also assisted in marketing/print media. I was responsible for creating, editing and producing documents, running the print station, printing business cards, DL flyers, post cards, booklets, calendars etc. I learned shrink wrap packaging, laminating and had full use and knowledge of large guillotine trimming. I was responsible for clients printing including GFM Branding Solutions, On Design and Pittard.
  • Due to the business circumstances changing, my role became redundant. I was then transferred to GFM Branding Solutions, organized by my employer at Maggie Dixon Real Estate.

Office Assistant

Johnston O'Shea Accounting
Whangarei
01.2013 - 05.2015
  • During my time at Johnston O'Shea Accountants I learnt valuable skills including;
  • Importance of Confidentiality.
  • Organised Trust and Company files/papers.
  • Helped the firm transition on to an electronic filing system.
  • Created and assigned new Client labels.
  • Compiling Trust and Company folders and filing all relevant records.
  • General office duties and errands such as delivering documents to IRD.
  • I was responsible for identifying various trusts, company and client work paper files.
  • Sort and file trust deeds.

Skills

Operations and administration
  • Facility operations
  • Contractor coordination
  • Policy implementation
  • Procurement and pricing
  • Staff scheduling
  • Sales management
  • Document management
Financial oversight
  • Xero accounting software
  • Process improvement
Liaison with stakeholders
  • Professional correspondence
  • Conflict resolution
  • First point of contact support
  • Networking and representation
  • Sales and marketing strategies
Legal documentation processing
  • Marketing oversight
  • Website management
  • Content coordination
  • Leadership and management
  • Staff performance oversight
Training organization
  • Health and safety compliance
  • Emergency procedure management
  • Decision-making skills
  • Team leadership
  • detail orientation

Hobbies and Interests

I have an outgoing personality and a strong interest in health and fitness. In my spare time, I enjoy staying active by going on walks with my dog and spending quality time with family and friends. I'm also an avid reader and enjoy exploring personal growth through books.

Outside of my professional life, I’ve had the opportunity to take part in creative projects, including modelling for my hairdresser at events such as NZ Fashion Week and in professional photoshoots, where we’ve received awards for our work. I’ve volunteered as a model for a local photographer to help expand her bridal portfolio and have enjoyed acting in a lead role for a local theatre production. I’ve also worked as an extra on the US TV series Shannara.

These experiences have nurtured my confidence, creativity, and love of new challenges – I truly enjoy stepping outside of my comfort zone and saying yes to new opportunities.

Timeline

Sales & Operations Manager

The Palms Lifestyle Village
02.2021 - Current

Client Services Manager

First Advantage
07.2017 - Current

Customer Service/Marketing Assistant

GFM Branding Solutions
12.2016 - 07.2017

Administrator

Maggie Dixon Real Estate
06.2015 - 12.2016

Office Assistant

Johnston O'Shea Accounting
01.2013 - 05.2015

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