Mieke Ermens
Paihia
Summary
Accomplished Operations Manager with a proven track record throughout my career, enhancing customer satisfaction and operational efficiency through strategic planning and problem-solving. Skilled in staff development and crisis management, I foster team leadership and ensure health and safety compliance, driving significant process improvements and fostering strong client relations.
Overview
37
37
years of professional experience
Work History
General Manager of Operations
Seafort Holdings Limited
09.2013 - Current
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
- Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures.
- Ensured compliance with industry regulations, company policies, and best practices within all areas of operation.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Trained, coached and mentored staff to support smooth adoption of companies Risk Management Program.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Developed and maintained relationships with external vendors and suppliers.
- Interacted well with customers to build connections and nurture relationships.
- Created and maintained quality management systems to align with industry standards.
- Collaborated with cross-functional teams internal and external to develop and implement process and system improvements.
- Reviewed documents, files, transcripts and other records to assess compliance and potential risk.
- Managed and conducted compliance efforts, reporting and audits.
Owner / Operator
Bilmie Limited
08.2004 - 09.2013
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Operated with safety and skill to avoid accidents and delays.
Regional Operations Manager
Orthopedagogical Centre Brabant
05.2000 - 07.2004
- Coordinated with other regional managers to share best practices, streamline processes, and improve overall organizational effectiveness with quality of care as our highest priority.
- Managed a team of multi disciplinair employees, fostering a positive work environment that encouraged collaboration and professional growth.
- Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
- Enhanced customer satisfaction through effective communication and problem-solving strategies.
- Traveled to over 10 locations per week to manage each facility and perform reviews of individual managers and employees.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Behavioral Health Care Coordinator
Orthopedagogical Centre Brabant
02.1996 - 05.2000
- Developed and Implemented a successful psychics-social-emotional healthcare program for children with behaviour problems.
- Created individual plans specific to the personal social - emotional growth of the children.
- Collaborated with multidisciplinary teams to provide coordinated care for patients with complex needs.
- Managed the facility and it's development in all corners.
Activity Therapist
Elkerliek Hospital
07.1988 - 01.1996
- Boosted patient satisfaction with personalized attention and empathetic communication during therapy sessions.
- Promoted group-based interactions, providing support for clients requiring special modifications or considerations.
- Developed strong rapport with patients through active listening and genuine interest in their progress and recovery journey.
- Created a safe space for patients to express their emotions and work through personal challenges, fostering emotional growth and selfawareness.
Education
Bachelor of Science - Social Psychology
Hoge School Arnhem / Nijmegen
Nijmegen, The NetherlandsBachelor of Arts - Management
Katholieke Scholengemeenschap Borchdyc
Helmond, The NetherlandsAssociate of Arts - Occupational Therapy
Katholieke Scholengemeenschap Borchdyc
Helmond, The NetherlandsSkills
- Operations management
- Staff development
- Business analysis
- Logistics management
- Team leadership
- Strategic planning
- Goal setting
- Operations oversight
- Problem-solving
- Planning and implementation
- Health and safety compliance
- Client relations
- Crisis management
- Maintaining compliance
Timeline
General Manager of Operations
Seafort Holdings Limited
09.2013 - Current
Owner / Operator
Bilmie Limited
08.2004 - 09.2013
Regional Operations Manager
Orthopedagogical Centre Brabant
05.2000 - 07.2004
Behavioral Health Care Coordinator
Orthopedagogical Centre Brabant
02.1996 - 05.2000
Activity Therapist
Elkerliek Hospital
07.1988 - 01.1996
Bachelor of Science - Social Psychology
Hoge School Arnhem / Nijmegen
Bachelor of Arts - Management
Katholieke Scholengemeenschap Borchdyc
Associate of Arts - Occupational Therapy
Katholieke Scholengemeenschap Borchdyc
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