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Eleanor Fensham

Operations Manager

Summary

Throughout my 10+-year career, I have demonstrated proficiency in all core office administration functions, including document preparation, internal/external communications, data and records management, meeting scheduling, and task prioritization. In short, I can manage the office without supervision, juggle multiple tasks effectively, and maintain confidentiality with highly sensitive materials and matters.

In addition, I have experience in supervising staff and working with high net worth clients, both of which require extra attention to the “people management” side of business. Through successfully managing both internal and external relationships, I have accelerated the achievement of goals and positioned myself as a valuable resource in a variety of situations.

I would bring to your company not only these skills, but also a positive, cooperative attitude that I have displayed throughout my career. I maintain calm under pressure and adapt to meet the unique needs of each organization.

Work experience

Oct 2014Present

Operations Manager

TLC Marketing

Coordination and Supervision - Coordinate, manage and monitor the workings of various departments in the organization.

  • Financial - Review financial statements and data. Utilize financial data to improve profitability. Prepare and control operational budgets. Control inventory. Plan effective strategies for the financial well being of the  company.
  • Best Practices - Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and  procedures.
  • Human Resources - Plan the use of human resources. Organize recruitment and placement of required staff. Establish organizational structures. Delegate tasks and accountabilities. Establish work schedules. Supervise staff. Monitor and evaluate performance.
  • Production - Coordinate and monitor the work of various departments involved in production, warehousing, pricing and distribution of goods. Monitor performance and implement improvements. Ensure quality of products. Manage quality and quantity of employee productivity. Manage maintenance of  equipment and machinery. Provide technical support where necessary.
  • Communication - Monitor, manage and improve the efficiency of support services such as IT, HR, Accounts and Finance. Facilitate coordination and communication between support functions.
  • Sales, Marketing and Customer Service - Manage customer support. Plan and support sales and marketing activities.
  • Strategic Input - Liaison with top management. Assist in the development of strategic plans for operational activity. Implement and manage operational plans.
  •  Organising of all internal meetings
  • Writing up reports on various campaigns
  • Leading and assisting the rest of the team.
  • Team motivations
  • Ordering of stationery for team
  • Preparing communication, presentations and reports 
  •  Liaising with staff
  • Implementing and maintaining procedures/office administrative systems
  • Delegating tasks to junior employees
  • Organising induction programmes for new employees
  • Using a variety of software packages
  • Handling staff recruitment and appraisals 
  • Attending meetings with senior management
  • Keeping personnel records.
  • Setting and meeting performance targets for speed, efficiency, sales and quality
  • Managing the daily running of the call centre – staff of 6
  • Liaising with supervisors, operatives and third parties to gather information and resolve issues
  • Maintaining up-to-date knowledge of industry developments and involvement in networks
  • Monitoring random calls to improve quality, minimise errors and track operative performance
  • Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff
  • Reviewing the performance of staff, identifying training needs and planning training sessions
  • Recording statistics, user rates and the performance levels of the centre and preparing reports
  • Handling the most complex customer complaints or enquiries
  • Organising staffing and the number of staff required to meet demand Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
Jul 2009Mar 2013

Customer Service Manager and Office Manager

Panorama Pest Control

Office Manager Responsibilities:

  • Organising of all internal and external meetings
  • Arranging various appointments
  • Typing of important internal correspondence
  • Booking transport and accommodation when necessary
  • Ordering of stationery and furniture when necessary
  • Dealing with correspondence, complaints and queries
  • Preparing communication, presentations and reports
  • Supervising and monitoring the work of secretarial, clerical and administrative staff
  • Managing office budgets
  • Liaising with staff, suppliers and clients
  • Implementing and maintaining procedures/office administrative systems
  • Delegating tasks to junior employees
  • Organising induction programmes for new employees
  • Ensuring that health and safety policies are up to date
  • Using a variety of software packages
  • Handling staff recruitment and appraisals
  • Attending meetings with senior management
  • Keeping personnel records.
  • Call Centre responsibilities:
  • Setting and meeting performance targets for speed, efficiency, sales and quality
  • Managing the daily running of the call centre – staff of 12
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
  • Maintaining up-to-date knowledge of industry developments and involvement in networks
  • Monitoring random calls to improve quality, minimise errors and track operative performance
  • Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff
  • Reviewing the performance of staff, identifying training needs and planning training sessions
  • Recording statistics, user rates and the performance levels of the centre and preparing reports
  • Handling the most complex customer complaints or enquiries
  • Organising staffing and the number of staff required to meet demand
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
  • Forecasting and analysing data against budget figures on a monthly basis
Nov 2006Jun 2009

Admin Clerk / Customer Service Manager / Supplier Relationship Manager

B12 Design + New Media

Admin Clerk:

  •  General Administration (Filing, Keeping job bags up to date etc),
  • Handling of Queries (Supplier and Client Queries),
  • Data Capturing onto database,
  • Sourcing Databases for clients,
  • Doing Web Research and Site Mapping of Web Sites,
  • Preparing of all Billings on a billing sheet and issuing to Finance Department,
  • Capturing and monitoring of I.T. forms.
  • Raising Purchase Orders, Cost Estimates and opening Job Bags on Chase.
  • Sending out Cheque Requisitions for Suppliers to be paid.
  • Checking employee timesheets and entering own time onto Chase System.
  • Loading files onto Chase,
  • Extracting data off Chase e.g. Job Reconciliations, Job Status, Supplier Information and Client Information etc.

 Call Centre Manager / Supplier Relationship Manager / Data Manager:

  •  Overseeing Call Centre,
  • Supervising of Call Centre Agents,
  • Recruitment / Resource Planning,
  • Chair Weekly Status Meetings,
  • Quality Monitoring,
  • Leave and Time Keeping Management,
  • Data monitoring and management,
  • Team acknowledgement and awards,
  • Timesheets,
  • Generating accurate Weekly and Monthly reports for clients,
  • Accommodating various clients in call centre,
  • Overseeing external data capturers,
  • Raising Purchase Orders, Cost Estimates and opening Job Bags on Chase.
  • Sending out Cheque Requisitions for Suppliers to be paid.
  • Loading files onto Chase,
  • Extracting data off Chase e.g. Job Reconciliations, Job Status, Supplier Information and Client Information etc.

 Mint Relationship Manager:

  •  Dealing with Mint (Nedbank) Clients on a daily basis,
  • Loading Nedbank points from base issued from Nedbank,
  • Invoicing Nedbank,
  • Handling inbound and outbound calls,
  • Issuing client point statements,
  • Handling client redemptions,
  • Dealing with Mint Suppliers,
  • Handling client queries,
  • Doing supplier recons and arranging payments,
Mar 2006May 2006

Clerk

Pest Control Specialist

3 Month Contract.

Filing

Reception

Minute taking

Jan 2004Dec 2005

Various positions

Worked in London

Worked in various areas in London namely,

Chicken Factory

Plant nursery

Hilton Hotel

Securicor

Sep 2002Nov 2003

Data Capturer / Administrator

ABSA

Contract position

Aug 1998Nov 2003

Personal Assistant

WBHO Construction
  • Filing
  • Answering of Phones
  • Compiling Health and Safety Statistics
  • First Aid
  • Compiling of training manuals
  • Typing of all correspondence
Feb 1997Feb 1998

Dispatch and Receiving Clerk

Edblo (Pty) Ltd
  • Stock taking of deliveries
  • logging invoices

Education

Jun 1992Dec 1993

Office Management N3

Pinetown Technical College
  • English
  • Afrikaans
  • Typing
  • Computer Practice
  • Communication and Deportment
  • Office Practice

Skills

Leadership and Management Skills Training

2010 - The Skills Portal

Call Centre Management

2008 - Multimedia Centre

Direct Marketing Workshop

Internal Training - B12 Design and New Media

Chase Training

Internal Training at B12 Design and New Media

Basic Lotus Training (2001) Ambassador

References

Dorothea - Department Head - ABSA

0119713029

Kirsten Vagel - Department Head - B12 Design + New Media

0829759172

Belinda Strydom - CEO - Panarama Pest Control

071 562 1857

Jacqui Orme - Operations Director -TLC Marketing

011 767 7743