Skills
Software
10+ Years
Communication
10+ Years
Root cause analysis
10+ Years
Escalation Management
10+ Years
Team Leadership & Coaching
10+ Years
Design > Adobe > Photoshop and Photo Lightroom > Premiere Pro > After Effects > Canva > Google Suites > Microsoft Office
10+ Years
Accounting > Accounts Receivable > Accounts Payable > Inventory > Collection > Payroll
2-5 Years
Calendar Management > Scheduling
2-5 Years
Office and Administration > Quality Assurance
10+ Years
Team Leadership
10+ Years
Data entry >Marketing>Telemarketing >Outbound-Inbound calls> Documentation
5-10 Years
Google Workspace
2-5 Years
NDIS Administration
Less than 6 Months
KPI Management
10+ Years
Human Resources > HR Management > Administrative Works > Operations Management
10+ Years
Experience highlights
Rostering Coordinator & Administrative Assistant
Heartily Healthcare Services
·
October/2025
–
/
Coordinate staff rosters for NDIS participants using ShiftCare and Brevity Care Software. Manage shift changes, cancellations, and coverage. Review timesheets against rosters. Verify service documentation and maintain confidentiality.
Operations Manager
Knack RCM
·
July/2024
–
Present
Managed 150-FTE healthcare RCM operation achieving ~90% SLA attainment. Led team development and performance management. Leveraged KPI analysis and dashboards for corrective actions and efficiency improvements.
Operations Manager
Peak Support
·
November/2023
–
Present
Managed BPO client operations as primary stakeholder contact. Achieved 98% CSAT and 95% FCR through performance management and process improvement. Coached supervisors and agents.
Operations Manager
Medtronic
·
April/2018
–
Present
Led large-scale BPO operations for medical device clients overseeing ~250 FTEs. Maintained 95% FCR and CSAT through quality assurance and performance management. Managed regulatory compliance and client relationships.
Operations Manager
24/7 Customer Inc.
·
July/2014
–
Present
Managed 200+ FTEs for Time Warner Cable customer service and technical support. Maintained ~95% NPS through structured performance management and quality initiatives. Directed escalations and business reviews.
