Laura-Lee Paulo

• Successfully managed multiple projects simultaneously by prioritising tasks according to urgency, resource availability, and alignment with organisational goals.
• Planned, designed, and scheduled phases for large projects.
• Monitored project performance to identify areas of improvement and make adjustments.
• Established effective communication among team members for enhanced collaboration and successful project completion.
• Managed cross-functional teams in order to achieve project goals within deadlines.
• Developed strong relationships with stakeholders by ensuring clear communication and timely delivery of results.
• Ensured seamless integration of new systems by collaborating closely with cross-functional teams.
• Conducted post-project assessments to identify areas of improvement for future endeavors, leading to consistent refinement of processes.

I have successfully managed and delivered key ICT projects, ensuring alignment with business goals and technical requirements. I optimised critical systems and processes, automating workflows to enhance operational efficiency. Highlights include leading the transition from Salesforce to Zendesk, implementing a new ticketing platform tailored to company needs, and developing a centralised Knowledgebase. Additionally, I streamlined marketing processes, integrated design order forms, and built dashboards for data-driven insights. My role encompassed project management, systems design, and process improvement, consistently bridging the gap between technical solutions and business objectives.

• Performed gap analysis to identify areas of improvement.
• Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organisation.
• Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
• Improved business processes by analysing current practices and recommending optimisation strategies.
• Interacted with internal customers to understand business needs and translate into requirements and project scope.

• Enhanced customer satisfaction by streamlining communication channels and improving response times.
• Established long-term client relationships through consistent delivery of high-quality products and services.
• Mentored junior staff members for accelerated career growth, developing future leaders within the organisation.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Prepared annual data to determine metrics for operational performance.
• Interviewed, recruited and trained new onboarding candidates.
• Enhanced Salesforce system efficiency by optimising workflows, automating processes, and streamlining data management.

• Increased client satisfaction by providing exceptional customer support for all Vendor and Buyer related enquiries or concerns.
• Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
• Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
• Utilised CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
• Developed strong relationships with clients, resulting in repeat business and positive feedback.
• Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
• Maintained and managed customer files and databases.

• Assisted dentists in improving treatment efficiency by preparing necessary instruments and materials before appointments.
• Streamlined office operations by organising supplies inventory and placing orders as needed to avoid stock shortages.
• Maintained detailed patient records accurately, ensuring data privacy regulations compliance and facilitating seamless coordination among dental staff.
• Collaborated with dental team members to develop customised care plans for optimum patient results.
• Contributed to practice growth through excellent customer service that led to increased referrals from satisfied patients.
• Assisted dentist in charting patient dental anatomy, pathology and screening to enable delivery of dental treatment.

• Supported dentists during complex procedures, ensuring accurate execution and successful outcomes.
• Facilitated smooth handoffs between dental hygienists and dentists by keeping them informed of each other's schedules and availability throughout the day.
• Performed routine preventive maintenance on dental equipment, minimising downtime due to malfunctions or technical issues.
• Taught patients oral hygiene strategies and offered nutritional counseling to maintain oral health.
• Demonstrated commitment to patient safety by adhering strictly to established protocols and guidelines for infection control, radiation exposure minimisation, and hazardous materials handlings
• Worked closely with surgeons and anesthesia care providers to guide patient safely through postoperative period.
• Continuously updated knowledge on industry best practices through participation in professional development workshops and seminars related to dental nursing skills enhancement or new technologies adoption within the practice.