Support manager
Resume:
**** *******, ******, **, *****
*************@*****.***
VIOLET PATELLA
Support Services Manager
PROFILE
Dependable, initiative driven individual interested in joining an organization with a healthy work life balance culture, while fostering development opportunities and social responsibility.
The value-add offering is over 10 years of management and customer service experience, acquired from the immigration, operations administration, sales and hospitality industries, and a daily commitment to become a supportive and teachable asset.
SKILLS
WORK EXPERIENCE
Recruiting, training and staff development
Building teams with a gratitude and excellence mentality
Change and process improvement management
Strategic planning, analytics and decision-making
Quality control and assurance
Maintaining confidentiality and dealing with sensitive data
Social media and customer service management
Corporate social responsibility contributor
Administration – Front office (volunteer)
Free Chapel Irvine, California
Jul 2024 – To date
Part-time assistant to the Office manager performing the tasks of:
Front desk support
Directing calls, inquiries and message handling, data entry and checks (Excel), emails (Office 365), event administration
Deputy Manager – Refunds (Immigration)
VFS Global Johannesburg, South Africa
2018 - 2023
Role objective was to improve upon the planning, directing and coordination of the department, focusing on tackling the refunds backlog, policy and new simplified user interface creation, while providing office support services to the Operations and Finance departments
Achievements + Highlights
Collaborated with development team to implement online refund system
Championed online portal creation with assistance of central IT team, to replace manual system for improved customer experience, evidenced by an 80% boost in refund claim submissions, therefore significantly reducing processing delays within 3 months of roll-out
Implemented employee motivation, performance and productivity initiative
Pioneered inception of department’s performance-based incentive program in 2019, prompting improved overall employee output, boosted team collaboration, efficiency, and an additional 30-50% in company and employee revenue
Assisted with social media management to enhance brand image
Facilitated the conversion of customer comments and complaints posted online (Hello Peter), by directing reviews to heads of departments to resolve. A yearly review revealed a 50% reduction in complaints posted and a 20% increase in service satisfaction reviews between 2019-2022
Leadership contributions and recognitions
Proposed a national corporate social responsibility initiative for hurricane victims in 2019 that was presented to the global CSR department for international roll-out consideration and rallied donations from the national offices who partnered with Gift of the Givers Foundation to aid distribution to the affected
Surpassed department’s annual revenue generation targets in 2018, 2019, 2021 and 2022 by 30-60 %
OPERATIONS EXECUTIVE – Refunds (Immigration)
VFS Global Johannesburg, South Africa
2015 - 2018
Contracted to provide office support services to the Finance department
Achievements + Highlights
Formulated process updates to shorten service delivery turnaround timelines
Analyzed operational workflows to identify vulnerabilities, successfully upgraded the manual Excel tracking system, resulting in a 40% reduction in manual errors and boosting productivity significantly within just one month of implementation.
Compiled and consolidated data for senior management
Captured daily production data metrics that would populate into monthly reports to be used for management review meetings
Consistently attained positive KPI reviews and increased productivity turnover counts
Achieved a minimum of 30% increase in individual productivity from 2016 to 2018 by implementing a continuous
improvement strategy that addressed workflow challenges, resulting in enhanced operational efficiency and recognized by management.
REGIONAL SALES MANAGER – (Advertising)
Alliance Media Johannesburg, South Africa
2014 – 2015
Role required managing the sales team remotely in the countries of Tanzania, Ethiopia and Uganda, and grow brand visibility
Achievements + Highlights
Managed sales and operations team remotely
Conducted daily conference calls with the local team to coordinate the production and flighting of outdoor billboard material and campaigns for clients
Built and secured original client base remotely
Retained 90% of clients by ensuring deliverables were maintained or surpassed where possible and conducted weekly stakeholder calls to identify and manage campaign expectations for immediate or upcoming outdoor advertising campaigns
Customer service recognition
Acknowledged by Ogilvy Africa Tanzania for outstanding client service support and account management in 2015
WAITRON – (Hospitality)
Rodizio Johannesburg, South Africa
2005 – 2015
Worked 10 years as a waitress and acquired skills in customer service excellence, communication, product presentation and sales maximization
Gained valuable team collaboration experience
EDUCATION
Bachelor of Commerce
Marketing and Management
Monash University
LANGUAGES
English (Proficient)
Shona (Basic)
AWARDS
Champion of the month 2019
VFS Global
Nominated by Deputy Head Internal Audit, for outstanding SOP adherence
Most Improved Department
2018,2021,2023
VFS Global
CERTIFICATIONS AND LICENSES
Driver’s License
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