Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
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Shannon Chellan

Shannon Chellan

Head Of Operations
Johannesburg

Summary

Dynamic operations leader with expertise in strategic planning and team leadership, formerly at Fast Forward Digital Marketing. Enhanced productivity by 30% through innovative process improvements. Skilled in cross-functional coordination and customer relations, driving business growth and fostering a high-performance culture. Proficient in operational excellence and employee development.

Operations leader with track record in driving efficiency and productivity. Known for strategic planning, process optimization, and effective resource management. Strong focus on team collaboration, adaptability, and achieving measurable results. Skilled in logistics, project management, and continuous improvement. Trusted to deliver high-quality outcomes in dynamic environments.

Overview

17
17
years of professional experience

Work History

Head Of Operations

Fast Forward Digital Marketing
10.2022 - Current
  • Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
  • Collaborated with executive leadership on strategic planning initiatives to drive business growth.
  • Developed comprehensive training programs for staff, enhancing team performance and skill sets.
  • Implemented risk assessment procedures to minimize potential disruptions across all areas of operation.
  • Led cross-functional teams to achieve company goals, fostering collaboration and communication.
  • Improved overall productivity with the introduction of innovative process improvement initiatives.
  • Streamlined operational processes by identifying inefficiencies and implementing best practices.
  • Managed vendor relationships, negotiating contracts for maximum value and efficiency.
  • Built a high-performance culture by recruiting top talent and promoting professional development opportunities for staff members.
  • Assistance of all web development work - proficient in WordPress websites. Updating websites
  • Assistance in creation of all Google AdWords campaigns.
  • Assistance in basic SEO implementation / Meta data
  • Content creation.
  • Keyword analysis.
  • Staff development / training.
  • Monthly reports to finance director.
  • Conducted comprehensive market analysis to inform strategic planning and decision-making processes.
  • Drove technology integration strategies, modernizing legacy systems and facilitating seamless data flow.
  • Directed launch of new product lines, coordinating cross-functional teams to achieve market penetration and sales targets.
  • Assisted in recruiting, hiring and training of team members.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Reported issues to higher management with great detail.
  • Interacted well with customers to build connections and nurture relationships.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Worked closely with the CEO and MD of the company with regards to appointment scheduling and onboarding of clients.
  • Direct sales.
  • Implemented sales funnels across all sectors of the business.
  • Client liaison and relationship building.
  • Scaling current clients to higher SEO packages.
  • Social media management.
  • Paid media strategist.
  • Meta ads strategist
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Raised property accuracy and accountability by creating new automated tracking method.

Practice Manager

Specsavers
03.2022 - 09.2022
  • Supervised team of 3 front liners/optical assistants.
  • Addressed and remedied all patient or team member issues.
  • Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
  • Created and implemented organizational policies and procedures.
  • Monitored and analyzed patient feedback to identify areas for improvement in service delivery.
  • Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
  • Facilitated community outreach programs to promote health awareness and preventive care strategies.
  • Developed comprehensive maintenance schedule for medical equipment, ensuring reliability and safety.
  • Streamlined communication between different departments, leading to more cohesive patient care.
  • Identified opportunities for additional services or expansion within the practice based on market research analysis.
  • Coordinated with healthcare providers to ensure that patient care plans were effectively implemented.
  • Conducted regular staff training sessions to ensure high levels of patient service and care.
  • Oversaw the hiring process for new employees, selecting candidates who aligned with the practice's mission and values.
  • Increased patient satisfaction by streamlining appointment scheduling and implementing efficient check-in processes.
  • Managed all aspects of billing and coding, reducing errors and improving reimbursement rates.
  • Improved patient flow through office by redesigning check-in and check-out processes.
  • Enhanced team morale and reduced turnover rates by introducing employee recognition programs.
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
  • Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
  • Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
  • Discussed medical histories with patients in effort to provide most effective medical advice.
  • Developed policies and procedures for effective pharmacy management.

Practice Manager

Specsavers
06.2015 - 02.2022
  • Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
  • Improved practice revenue through effective financial management and strategic cost reductions.
  • Oversaw accounting, budgeting, and financial reporting.
  • Provided supervision and management to team of support personnel.
  • Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
  • Supervised team of 8 frontliner / optical assistants.
  • Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
  • Managed office budget, reducing unnecessary expenses and allocating funds for necessary improvements.
  • Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
  • Consulted with healthcare professionals on business decisions.
  • Enhanced staff productivity by providing comprehensive training programs and regular performance evaluations.
  • Developed and implemented strategies to improve patient access, satisfaction and care quality.
  • Negotiated contracts with vendors, securing favorable terms for the practice while maintaining quality service levels.
  • Ordered all office supplies and kept check on inventory levels.
  • Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
  • Boosted staff morale by offering constructive feedback and specific direction.
  • Developed close working relationships with front office and back office staff.
  • Conducted thorough market analysis to identify trends and opportunities for practice growth.
  • Enhanced patient privacy and confidentiality through rigorous staff training and policy development.
  • Enhanced patient satisfaction by implementing streamlined appointment scheduling system.
  • Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
  • Coordinated with insurance providers to streamline the billing process and minimize any delays in reimbursement.
  • Improved operational workflows, which allowed for increase in number of daily patient appointments.
  • Oversaw facility maintenance projects, ensuring a safe and comfortable environment for both patients and staff members.
  • Led team of administrative staff, fostering collaborative work environment to enhance productivity.
  • Optical dispensing -fitting of lenses into frames.
  • Proper selection of frames to patients facial characteristics
  • Ordering of stock
  • Stock take

Call Centre Division Manager

Cell C Service Provider
12.2012 - 12.2014
  • Developed strong team dynamics through regular communication, collaboration, and goal-setting initiatives.
  • Promoted innovation within the division by encouraging creative problem-solving techniques among staff members.
  • Controlled costs by streamlining operations and reducing waste.
  • Oversaw cross-functional teams to ensure seamless coordination on complex projects or initiatives.
  • Daily tracking of all call centre agents.
  • Evaluated employee performance fairly using objective metrics for promotions, bonuses or other rewards.
  • Built strong relationships with key stakeholders to enhance collaboration efforts both internally and externally.
  • Ensured regulatory compliance by staying up-to-date on industry standards, guidelines, and policies, conducting internal audits as necessary.
  • Expanded division capabilities by identifying strategic growth opportunities and pursuing relevant partnerships or acquisitions.
  • Supervised daily planning, coordination and administration for division operations.
  • Handled escalated complaints involving division operations and work of personnel under supervision.
  • Exercised independent judgment in onboarding, training and motivating division staff to maximize performance.
  • Reduced costs by identifying inefficiencies and implementing cost-saving measures across the division.

Team Leader

Cell C Service Provider
01.2009 - 12.2012
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Driving sales across the contract and pre paid sector/department
  • Monthly reports
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.

Education

High School Diploma -

Kingsway High School
Amanzimtoti
04.2001 -

Skills

    Operational excellence

    Organizational development

    Workforce planning

    Team leadership

    Problem-solving abilities

    Decision-making

    Marketing strategies

    Self motivation

    Operations management

    Analytical skills

    Active listening

    Administrative management

    Problem-solving aptitude

    Time management abilities

    Adaptability and flexibility

    Team building

    Strategic planning

    Staff training/development

    Interpersonal skills

    Cost control

    KPI tracking

    Employee relations

Accomplishments

  • Employee of the Year - Cell C (2012).
  • Most hardworking employee of the year (2013).
  • First Practice manager to achieve target of R500 000 in Spec-Savers Megacity Umlazi (2017).
  • First practice manager to achieve a national promoters score of 100% within the group (2019).
  • Represented the Kwazulu Natal volleyball team for IPT (inter provincial tournament) (Captain) (2009 ; 2010 ; 2011 ; 2012 ; 2013 ; 2014 ; 2015; 2016 ; 2017 ; 2018).
  • Represented the South African National volleyball team under 21 / 23 and mens division.
  • Represented South Africa at the All Africa Ball games (Cairo) .
  • National Gold Medalist x2 - African Cup of Nations (Champions Cup) .
  • National Gold Medalist x2 - National Masters Volleyball.

Interests

Competitive Sport

Fitness

Biblical studies (Theology)

Timeline

Head Of Operations

Fast Forward Digital Marketing
10.2022 - Current

Practice Manager

Specsavers
03.2022 - 09.2022

Practice Manager

Specsavers
06.2015 - 02.2022

Call Centre Division Manager

Cell C Service Provider
12.2012 - 12.2014

Team Leader

Cell C Service Provider
01.2009 - 12.2012

High School Diploma -

Kingsway High School
04.2001 -

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Shannon ChellanHead Of Operations