Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Jeannette Mckenzie

Onehunga

Summary

Dynamic Helpdesk Operations Manager with a proven track record at Cuscal Pty Ltd, excelling in team leadership and operations management. Empowered staff to enhance accountability, leading to improved performance outcomes. Expert in problem-solving and fostering a collaborative environment, driving customer satisfaction and loyalty through effective conflict resolution. Experienced with overseeing complex operational functions and implementing process enhancements. Utilizes leadership skills to drive team collaboration and meet organizational benchmarks. Knowledge of strategic planning and resource management for optimal operational performance.

Overview

11
11
years of professional experience

Work History

Helpdesk Operations Manager

Cuscal Pty Ltd Australia
07.2018 - 04.2023
  • Supervised 19 operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and maintained relationships with external vendors and suppliers.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Implemented quality control systems to boost overall product consistency and reliability.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Team Leader

Cuscal Pty Ltd
07.2015 - 07.2018
  • Set performance expectations for 8 staff members monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Increased customer satisfaction of 7.8 ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
  • Assisted in recruitment to build team of top performers.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
  • Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
  • Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
  • Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
  • Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
  • Motivated team members to surpass their targets, recognizing and rewarding their achievements.
  • Improved operational workflows, enabling team to handle increased workloads without compromising quality.
  • Achieved project milestones ahead of deadlines, coordinating effectively with stakeholders and managing resources efficiently.
  • Developed and executed training programs that significantly improved team skills and morale.
  • Led by example, demonstrating commitment and professionalism that inspired team members to excel.

Customer Service Representative

Cuscal Pty Ltd
12.2011 - 06.2015
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

Hastings Girls Highschool
02.1975

Skills

  • Problem-solving
  • Team leadership
  • Operations management
  • Employee relations and conflict resolution
  • Planning and implementation
  • Staff management
  • Inventory management
  • Project management
  • Performance monitoring
  • Staff development
  • Maintaining compliance
  • Client relationship
  • Workflow management
  • Project management abilities
  • Process improvement

Accomplishments

implemented Robotics to assist with efficiencies in department reducing manual tasks

Timeline

Helpdesk Operations Manager

Cuscal Pty Ltd Australia
07.2018 - 04.2023

Team Leader

Cuscal Pty Ltd
07.2015 - 07.2018

Customer Service Representative

Cuscal Pty Ltd
12.2011 - 06.2015

Hastings Girls Highschool

Similar Profiles

CREATE PROFILE
Jeannette Mckenzie