Lupe Fealoai

Core responsibilities.

• Spearhead daily operations, ensuring seamless execution of services and optimal product delivery.
• Drive initiatives to elevate the customer experience through strategic process improvements and rigorous quality control.
• Oversee job fulfillment accuracy and enhance operational efficiency by streamlining workflows and maximizing resource utilization.
• Manage P&L responsibilities, ensuring financial targets are met and budgetary constraints are adhered to.
• Complete and manage budgets and forecasts, demonstrating strong financial acumen and strategic planning.
• Review and optimize operational processes and service coverage to improve performance and efficiency.
• Track and analyze key performance indicators (KPIs) and generate analytical reports to drive continuous improvement and ensure compliance with industry standards.
• Ensure adherence to health and safety regulations, promoting a safe working environment and minimizing risks.
• Manage trade performance to ensure high standards of service and operational effectiveness.
• Foster strong cross-functional collaboration, ensuring seamless coordination between departments to achieve business objectives.
• Provide dynamic leadership, cultivating a high-performing, collaborative team environment focused on innovation and operational excellence.

Major achievements

• Successfully completed the budget and forecast for FY24, demonstrating advanced financial management and strategic planning skills.
• Reviewed and optimized AA Home coverage, resulting in improved service delivery and enhanced operational performance.
• Effectively managed a team through two promotions, showcasing strong leadership and adaptability.
• Developed and implemented innovative solutions to manage increased operational demand, ensuring ongoing efficiency and performance.
• Revolutionized operational processes to align with the new business vision, driving modernization and strategic alignment.
• Presented key achievements and strategic initiatives to the Executive Management team, showcasing the impact and effectiveness of operational improvements.
• Fostered strong relationships with trades and stakeholders, enhancing collaboration and operational efficiency.
• Successfully reviewed and set up insurance coverage for AA Home, ensuring comprehensive protection and compliance.

Core responsibilites

• Oversee daily operations, ensuring seamless execution of services and optimal product delivery.
• Manage trade administration tasks, including coordinating with contractors and addressing inquiries and complaints efficiently.
• Supervise the Operations Coordinator, providing guidance and support to enhance team performance and productivity.
• Prepare and deliver detailed Health and Safety reports, ensuring compliance with regulations and promoting a safe working environment.
• Generate comprehensive monthly and weekly reports, leveraging data analysis to drive informed decision-making and operational improvements.
• Conduct thorough process reviews and analysis, identifying areas for enhancement and refining operational processes to boost efficiency.
• Liaise effectively with AA Home Ltd contractors to ensure alignment with operational goals and service standards.
• Drive continuous improvement initiatives, implementing strategic changes to optimize workflows and performance.
• Foster strong cross-functional collaboration, ensuring seamless coordination between departments to achieve organizational objectives.
• Provide dynamic leadership, cultivating a high-performing, collaborative team environment focused on operational excellence and innovation.

Major achievements

• Pioneered the introduction of the first AI tool, a chat bot, into AA operations, revolutionizing efficiency and transforming customer interaction processes 90%.
• Directed the successful integration of an API between the job management system and reporting tools, automating workflows and significantly enhancing reporting 100% accuracy.
• Championed the implementation of a cutting-edge phone system, greatly improving the tracking of customer interactions and boosting overall communication efficiency.
• Strategically optimized customer and trade processes, streamlining operational workflows to ensure seamless and effective operations.

Core responsibilities

• Provide administrative support for tasks related to delivering contracted services for AA Home, working closely with Operations Team.
• Manage AA Home Book a Job service, including customer calls, administration, contractor liaison, and payments, with support from Operations Administrator as needed.
• Oversee administrative tasks related to sub-contractors, including managing insurance and certificate expiries, conducting audits, handling payments, quotes, and training support.
• Liaise with contractors to request and monitor quotes for AA Home Response jobs, logging them in Easy Link.
• Provide quotes to customers, process payments, and schedule jobs as required.
• Support Contractor Manager with AA Home trade onboarding process, including inductions, training material, identification cards, and travel arrangements.
• Assist Contact Centre and AA Home team with queries related to AA Core and Easy Link job booking system.
• Ensure effective handling of customer feedback and complaints, taking actions to maintain a professional representation of AA Home.
• Coordinate and optimize operational workflow processes to enhance internal and external customer service.
• Perform administrative tasks related to AA Home Response job triage, contractor dispatching, and Easy Link booking system.
• Contribute to specific projects as required, in consultation with Operations Lead.
• Assist Operations Lead in preparing business reports and metrics as needed.
• Support Service Delivery Expansion in alignment with AA Home’s business and strategic plans.
• Attend meetings and presentations for AA Home stakeholders, clients, and customers when required.
• Provide feedback on current and proposed systems to support continuous improvement.

Major Achievements:

• Mastered role and internal processes within first 3 months, showcasing rapid learning and efficient integration into team.
• Excelled in relationship management with trades, fostering strong partnerships and enhancing collaboration and operational effectiveness.