Enjoying time and training my puppy at Puppy School and running his Instagram page to promote him
Charmain Smith
Operation Manager
Wychwood
Summary
Self-starting Operations Manager offering high-level experience in supervision of workover and completion operations. Adept at directing work completion, well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives.
Focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services.
Reliable team player committed to building high-performing teams. Diligent Operations Manager bringing 30 years of experience in operations, organizational development and team building within diverse industries. Proficient in planning, coordinating and executing successful production strategies. Adept at improving operational stability, efficiency and profitability. Team-minded individual works well with senior stakeholders and effectively prioritize tasks.
Overview
30
30
years of professional experience
24
24
years of post-secondary education
15
15
Certificates
Work History
Operations Manager
ROI Kings
Remote
09.2020 - 09.2022
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Worked in matrix management environment with oversight of division level managers, operations, sales, human resources, safety and compliance.
- Identified procedure or process changes required to improve performance and productivity.
- Established positive and effective communication among staff and organization leadership, reducing miscommunications and missed deadlines.
- Introduced new methods, practices and systems to reduce turnaround time.
- Reviewed operations reports to understand numbers and trends.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Developed systems to track and log work issues.
- Advanced productivity KPIs to achieve key business goals and objectives.
- Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
- Spearheaded department training to enhance employee performance and boost employee productivity.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
Virtual Assistant
Self Employed
Wychwood
01.2020 - 08.2020
- Completed business correspondence, transcription and data entry.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Managed electronic and paper filing systems by updating paperwork, maintaining documents and accurately recording information.
- Conferred with customers by telephone, chat or email to provide information.
- Maintained supervisor's calendar and set up reminders for meetings and appointments.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Analyzed and compiled data to prepare comprehensive reports for management.
- Prepared PowerPoint presentations and ran slide shows remotely for virtual meetings.
- Researched topics and events to support supervisor's work agenda and projects.
- Managed CRM input, exports and clean up.
- Uploaded files for team use on Google Suite and SharePoint.
- Kept extensive contact list updated with new contacts and changes to existing contacts.
- Executed travel arrangements by researching and booking flights and accommodations.
- Coordinated Skype calls across multiple time zones.
- Developed complex reports in Excel for cost reporting.
- Wrote press releases and posted updates to social media.
- Ordered gifts for clients for holidays and in recognition of special accomplishments.
PA to Group CEO and Group CFO
Rhenus Logistics (Formerly World Net Logistics)
Longmeadow Business Estate
02.2019 - 12.2019
- Carried out day-to-day duties accurately and efficiently.
- Collaborated with team members to achieve target results.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Improved operations through consistent hard work and dedication.
- Developed and maintained courteous and effective working relationships.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used Microsoft Word and other software tools to create documents and other communications.
- Created plans and communicated deadlines to complete projects on time.
- Developed team communications and information for meetings.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Drove operational improvements which resulted in savings and improved profit margins.
Sales & Marketing Coordinator
Melco Conveyor Equipment
Germiston
05.2013 - 08.2018
- Engaged with customers to build rapport and loyalty.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Solved customer challenges by offering relevant products and services.
- Provided positive first impressions to welcome existing, new and potential customers.
- Increased sales by offering advice on purchases and promoting additional products.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Greeted customers, offered assistance in finding requested items and carried merchandise to checkout line.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Maintained records related to sales, returns and inventory availability.
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
- Processed product returns and assisted customers with other selections.
- Recommended accessories and complementary purchases to boost revenue.
- Enhanced product presentation and promotional material displays, working alongside retail representatives.
- Supervised changing rooms, rehanging unwanted merchandise and supporting loss prevention initiatives.
Executive Assistant for Group MD
Entertainment Logistics / @Velocity? Times Media
Bedfordview
02.2010 - 09.2012
- Used advanced software to prepare documents, reports and presentations.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Developed and maintained automated alert systems for important deadlines.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Supported business and hospitality needs of corporate partners and staff during meetings and company events.
- Organized and coordinated conferences and monthly meetings.
- Transcribed meeting minutes to support sales, business development and senior management teams.
- Updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Created expense reports, budgets and filing systems for management team.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Volunteered to help with special projects of varying degrees of complexity.
- Coordinated events and worked on ad hoc projects.
- Managed and reviewed filing and office systems.
- Screened personal and business calls and directed to appropriate party.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Worked with senior management to initiate new projects and assist in various processes.
- Wrote reports, executive summaries and newsletters.
- Promoted team productivity by keeping supplies organized and well-stocked.
- Created and managed office systems to efficiently deal with documentation.
- Handled incoming and outgoing mail, email and faxes.
Freelance Internal QA Contractor
SA Medical Developments
Tunney
08.2009 - 02.2010
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Updated quality control standards, methods and procedures to meet compliance requirements.
- Wrote and implemented new rework procedures to standardize processes and streamline workflow.
- Improved quality processes for increased efficiency and effectiveness.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Developed and deployed production control plans and created work instructions and procedures.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Collaborated with contract representatives and oversaw quality control implementations and reporting.
- Liaised with HR manager to organize and perform quality standard training for new and existing staff.
- Devised specifications for processes.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Equipped and organized facility to comply with company strategy for online and offline quality controls.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Provided observations, took measurements and performed tests at various stages according to quality control plan.
- Developed checklists to coordinate inspections with departmental managers.
- Documented findings and produced reports to aide management in assessing and correcting quality concerns.
- Stayed up-to-date on changing product trends by studying local markets, blueprints, product designs and specifications.
- Created and executed system and integration test scripts.
- Liaised between production and quality assurance departments to streamline processes and increase daily productivity.
- Presented clear, organized data in graphs, charts, tables and written reports.
- Inspected and packaged products meticulously according to manufacturing specifications.
- Identified and helped resolve non-conforming product issues.
- Monitored production operations for compliance with specifications and promptly reported defects.
Freelance Consultant
Apcan Risk Management
Boksburg North
03.2009 - 08.2009
- Collaborated with teams to define, strategize and implement marketing and web strategies.
- Updated and monitored Website
- Analyzed SEO outreach goals and presented findings to marketing director.
- Maximized strategic approaches by keeping close eye on performance and making appropriate adjustments.
- Collected and analyzed Web metrics such as visits, time on site and page views per visit.
- Created content strategies for digital media.
- Delivered services to customer locations within specific timeframes.
- Designed graphics for websites, logos and promotions for marketing purposes.
- Promoted company's events by designing marketing materials such as posters, digital invites and brochures.
- Designed and drafted sketches of site drawings for customers regarding risk areas onsite that needed to be covered by security requirements.
- Designed and assisted with the building of the new control room.
- Worked closely with the CEO and Co-Founders on all administrative tasks pertaining to SEO, website and ISO documentation
HR Manager | QA - ISO Internal Auditor
SA Medical Development
Longmeadow Business Estate
10.2005 - 02.2009
- Worked on multiple projects in varying stages to complete and issue final deliverables.
- Maintained and updated quality management system to facilitate procedure enhancements, revision changes and overall process control.
- Built and maintained strong relationships with client personnel and prospective clients.
- Reported audit findings to management within defined timelines.
- Developed customized policies, procedures and controls, disaster recovery plans and technical documentation for applications, systems and infrastructure.
- Coordinated internal audit processes and scheduled internal audits with The EXCO team.
- Assisted in documenting processes, work instructions and flow charts to foster collaboration.
- Planned and executed ISO engagements under direction of management team.
- Led decision-making and implementation of HR policies, procedures, programs and functions.
- Guided leaders and employees on company policies, programs, benefits and salary administration.
- Advised decision-makers on complex and confidential matters ranging from performance management to employee relations issues.
- Implemented standardized programs and policies, driving smooth operations, employee retention and engagement.
- Supervised and mentored direct reports and developed a talented HR team.
- Recommended, initiated and finalized HR actions regarding faculty and staff position management, compensation and employment postings, hiring proposals and new hire onboarding.
- Created vision and goals for HR team and motivated staff to achieve excellence in customer support and core HR processes.
- Advised executives on best practices for employee growth and productivity goals, consistently helping companies improve retention.
- Motivated employees through special events and incentive programs.
- Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
- Initiated and maintained workers compensation cases for tracking, reporting and legal mechanics.
- Coordinated with senior leadership and handled managerial needs by implementing fresh solutions into business strategies.
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
- Evaluated employee onboarding programs and presented strategic improvement recommendations to upper management.
- Completed timely quality reports highlighting deficiencies and recommending corrective actions.
- Educated and oriented employees to improve compliance with quality control protocols.
- Audited activities of workers on production lines and shipping and receiving.
- Inspected work areas regularly to identify safety practices, quality control procedures and worker actions in need of improvement.
- Conducted organizational safety program reviews per department protocols.
- Trained and reviewed work of junior personnel on departmental responsibilities.
- Maintained meticulous bioburden testing and ETO Sterilization documentation to show compliance with institutional policies and regulations.
- Scheduled and executed weekly/monthly/yearly audits.
- Gathered and reviewed current data to determine areas in need of improvement.
- Verified work accomplished by external company contractors, vendors and repair facilities met and exceeded applicable quality audits.
- Determined correct procedures for inspection and review to standardized audit processes.
- Monitored departmental forms for compliance to submissions rules and guidelines.
- Performed continuous random spot reviews of daily log pages, non-routine and work package contents for completeness, correct use of appropriate references and approved data.
Executive Assistant to Director Various Times
Cell C Service Provider
Sandton
04.2002 - 10.2005
- Directed budgeting studies on current and proposed IT spending plans, determining maximally impactful business enhancements and minimizing wasteful spending.
- Created remote service interaction scenario manuals, defining appropriate triage and response policies for common ticket types.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
- Used advanced software to prepare documents, reports and presentations.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Developed and maintained automated alert systems for important deadlines.
- Supported business and hospitality needs of corporate partners and staff during meetings and company events.
- Organized and coordinated conferences and monthly meetings.
- Facilitated training and onboarding for incoming office staff.
- Updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Created expense reports, budgets and filing systems for management team.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
- Answered high volume of phone calls and email inquiries.
- Filed paperwork and organized computer-based information.
- Upheld strict timetables by maintaining accurate, balanced calendars.
- Managed and reviewed filing and office systems.
- Volunteered to help with special projects of varying degrees of complexity.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Wrote reports, executive summaries and newsletters.
- Screened personal and business calls and directed to appropriate party.
- Worked with senior management to initiate new projects and assist in various processes.
- Coordinated events and worked on ad hoc projects.
- Promoted team productivity by keeping supplies organized and well-stocked.
- Created and managed office systems to efficiently deal with documentation.
Temp Worker / Freelance Contractor
FS Personnel Agency
Bloemfontein
11.2000 - 01.2002
- Collaborated in timely processing of billing and accounts receivables.
- Transcribed meeting minutes for management's records.
- Reduced intake processes time by developing application tracking and filing systems.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Resolved various issues impacting sales management and business operations.
- Consulted customers to boost product sales and services.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Identified partnership opportunities and established favorable business connections.
- Used discretion when handling confidential information.
- Documented and distributed meeting notes to identify, analyze and improve workflows.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Sourced and ordered office equipment and supplies.
- Provided multifaceted services to professionals by managing mail, scheduling appointments and other administrative tasks.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business.
- Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.
Internal Sales and Marketing Coordinator
ASM / Ericsson / Emerson
Booysens
10.1997 - 10.2000
- Developed working relationships with partners to merge and exchange consumer information and marketing data.
- Handled inbound prospect calls to provide product information, answer questions and resolve purchase hesitations.
- Queried database for prospects within possible assignment territories.
- Delivered sales presentations and product demonstrations to prospective new accounts using video conferencing technology.
- Identified consumer interests and key market identifies for new accounts.
- Completed product registrations, warranty documentation and post-sale consumer surveys.
- Assisted with creating scripts and responses for consumer interaction.
- Teamed with partners to close deals for sales development.
- Added consumer purchase dates and updated address changes for current accounts in corporate database.
- Researched and identified possible new accounts for sales development.
- Engaged in product training, demonstrations, consumer awareness, branding and acquisition initiatives to raise awareness and revenues.
- Developed and executed sales presentations as well as both internal and external product training workshops.
- Built relationships with customers and community to establish long-term business growth.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Maintained up-to-date knowledge of competitor products and pricing in market served.
- Devised sales strategies to increase points of distribution, shelf space, product positioning, consumer awareness, trial, conversion and user acquisition.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Communicated product quality and market comparisons by creating sales presentations.
- Monitored sales team performance, analyzed sales data and reported information to area managers.
- Increased sales volume and expanded product line to new retailers, warehouse clubs and natural food chains.
- Prepared and implemented strategic growth plans for territory based on company goals and expectations.
- Created and implemented new business opportunities by utilizing strategic networking strategies.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Managed accounts to retain existing relationships and grow share of business.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Capitalized on solutions presented by a manual CRM software designed in MS Access to enhance lead prospecting and sales management.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Built deep relationships with store managers, business owners and distribution partner sales teams by employing industry expertise and knowledge, retail strategies and sales tactics.
- Communicated progress of monthly and quarterly initiatives to internal and external sales teams.
- Prepared sales presentations for clients showing success and credibility of products.
- Sold products by developing relationships with network of Telecommunications professionals.
- Facilitated business by implementing practical networking techniques.
- Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Identified prospects' needs and developed appropriate responses along with suitable information on products and services.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Drove team and company profits by developing and strengthening relationships with industry partners and potential clients.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Investigated and integrated new strategies to expand business operations and grow customer base.
- Increased profits through providing excellent customer service, following established guidelines and auditing sales reports.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Organized promotional events and interacted with community to increase sales volume.
- Implemented systems and procedures to increase sales.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
TEFL Teacher
Studywell College
Braamfontein
09.1990 - 10.1997
- Developed activities and integrated technology to diversify instruction.
- Increased ESL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance.
- Created monthly academic status reports based on in-depth student evaluations.
- Coordinated communication between students and school administration to create culturally-sensitive learning environment.
- Gave one-on-one attention to each student while maintaining overall focus on entire group.
- Collaborated with teachers and department heads to meet quarterly and yearly educational goals.
- Documented student attendance and progress against goals.
- Attended workshops to learn about student motivation and engaging learning activities.
- Emphasized critical thinking through small group activities.
- Educated students in basics of English grammar and conversational speaking.
- Designed seasonal programs emphasizing vocabulary, pronunciation and reading comprehension.
- Improved instruction methods by using various assessment tools and strategies.
- Assisted department head in establishing daily schedules, curriculum and ESL activities.
- Created new lesson plans based on course objectives.
- Developed and taught ESL curriculum to improve students' conversational abilities.
- Administered and graded tests and assignments to evaluate student progress.
- Balanced instruction, demonstration and personal work time for optimal student learning.
- Instructed through lectures, discussions and demonstrations in Literacy and Numeracy.
- Provided individual mentoring and special tutoring to struggling students.
- Managed several internet-based language programs.
- Conducted skills assessments to uncover performance gaps.
- Created advanced job placement training focusing on promotions, career changes and career advancement.
- Employed variety of assessment tools and strategies to improve instruction methods.
- Maintained complete student records with accurate grades and attendance information.
- Cultivate partnerships with vocational training companies when advocating for refugee placements.
- Demonstrated principles of subject material and advanced methods to students.
- Prepared students for tests by teaching relevant concepts and enforcing good test-taking skills.
- Used positive reinforcement and provided clear feedback to help students succeed.
- Recommended curriculum choices and created lesson plans to maximize effectiveness of instruction.
- Advised students on course selection, progress toward graduation and career decisions.
- Supplemented instruction and increased student understanding with use of audio-visual equipment and other technology.
- Assigned lessons and corrected homework.
- Facilitated class discussion to help students work through questions and expand understanding.
- Reviewed course materials and student progress to identify strengths and weaknesses for future improvements.
- Developed English teaching aids, instructional software, multimedia visual aids and study materials.
- Personalized instruction based on needs, interests and capabilities of individual students.
- Created curriculum and planned course content and methods of instruction.
- Encouraged students to deepen knowledge with additional learning opportunities.
- Conducted group lectures and small-group instruction to teach and reinforce concepts.
- Worked with average of 10-15 students per class.
- Maintained 100 % pass rate for courses.
- Assessed work of adult students to evaluate progress and identify areas for improvement.
Education
High School Diploma -
Lyceum College
South Africa 01.2022 - 12.2022
Some College (No Degree) - Higher Secretaries Gold Certificate
WhiteHead Morris Institution
South Africa 01.1999 - 03.2022
Skills
Budgeting and forecasting
undefinedAffiliations
SASPA: South African Secretaries & PA's Association
BWSA: Business Women's Association of South Africa
OPSA: Office Processionals Association of South Africa
PAFSA: Professional Association for PAs, Executive PAs, and Admin Assistants, based in South Africa.
VAASA: Virtual Assistant Association of South Africa
IVAA: International Virtual Assistants Association
SCOUTS South Africa
CSR: Dukathole Community Trust Administrator
Certification
L'Image Medelling Diploma
Interests
I love the outdoors, camping, fishing, gardening and also enjoy going to gym and reading a book to relax
Timeline
LinkedIn - How to Build Credibility as a Leader
06-2022
LinkedIn Learning 2 - LinkedIn Learning 2
02-2022
High School Diploma -
Lyceum College
01.2022 - 12.2022
LinkedIn Learning 2 - The Six Morning Habits of High Performers
01-2022
Operations Manager
ROI Kings
09.2020 - 09.2022
Virtual Assistant
Self Employed
01.2020 - 08.2020
PA to Group CEO and Group CFO
Rhenus Logistics (Formerly World Net Logistics)
02.2019 - 12.2019
Johan Oosthuysen Consulting & Training cc ISO 9001:2015 Management Systems Induction
03-2017
ER24 First Aid Level 3
01-2015
SCOUTS SA Jungle Background Course
06-2014
SCOUTS SA Pack Scouters Advancement Skills
05-2014
SCOUTS SA Cub Warrant Course
03-2014
SCOUTS SA Permit Phase Course
02-2014
Sales & Marketing Coordinator
Melco Conveyor Equipment
05.2013 - 08.2018
Executive Assistant for Group MD
Entertainment Logistics / @Velocity? Times Media
02.2010 - 09.2012
Freelance Internal QA Contractor
SA Medical Developments
08.2009 - 02.2010
Freelance Consultant
Apcan Risk Management
03.2009 - 08.2009
Johan Oosthuysen Consulting & Training cc ISO 9001:2008 Internal Auditors Course
10-2008
Johan Oosthuysen Consulting & Training cc ISO 9001:2008 Implementation
05-2008
Softline VIP Employment Equity
09-2007
HR Manager | QA - ISO Internal Auditor
SA Medical Development
10.2005 - 02.2009
De Bono Institute - Smart Thinking for Smart Secretaries
03-2004
Executive Assistant to Director Various Times
Cell C Service Provider
04.2002 - 10.2005
Temp Worker / Freelance Contractor
FS Personnel Agency
11.2000 - 01.2002
CBM Key Skills for Highly Effective Secretaries & PA's
02-2000
Some College (No Degree) - Higher Secretaries Gold Certificate
WhiteHead Morris Institution
01.1999 - 03.2022
Internal Sales and Marketing Coordinator
ASM / Ericsson / Emerson
10.1997 - 10.2000
TEFL Teacher
Studywell College
09.1990 - 10.1997
L'Image Medelling Diploma
09-1989
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