Bonnie Lee Carpenter
Hemel Hempstead,Hertfordshire
Summary
A highly motivated and dependable professional with a strong background in customer service, leadership, and business operations. I bring a wide range of experience across diverse fields, including sales, logistics, tourism, and healthcare support having contributed to frontline efforts during COVID-19 by training NHS nurses on site at London hospitals. Most recently, I excelled in a Business Operations role, where I strengthened my communication skills and built trusted client relationships.
After taking time out from working to focus on motherhood, I am now seeking a part-time opportunity that allows me to add meaningful value while balancing family commitments. Adaptable and driven, I approach every role with resilience, a thirst for learning, and a calm, focused attitude under pressure. I’m excited to bring this energy and professionalism to a new role.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work history
Business Operations Manager
Pawwsum LTD
Sydney, Australia
09.2023 - 01.2024
- Directed daily operations, streamlined processes and protocols.
- Coordinated with various departments, ensured smooth business operations.
- Performed budgeting and financial forecasting duties for prudent fiscal management.
- Managed key stakeholder relationships to secure beneficial partnerships.
Case Manager
EML Insurance
Sydney, Australia
02.2023 - 09.2023
- Assessed environmental risk factors and promoted safe living conditions, while maintaining strict confidentiality and compliance with legal guidelines
- Improved operational efficiency by implementing a streamlined case documentation and filing system
- Managed complex portfolios of insurance claims, including reviewing medical reports, making liability decisions, and coordinating surgeries or medical requests.
- Built strong relationships with internal and external stakeholders—liaising with healthcare professionals, legal representatives, and rehab providers to ensure coordinated, client-focused service delivery.
Manager
Nomads Travel Tourism Group
Sydney
02.2022 - 02.2023
- Motivating and inspiring my team to increase sales, promote the
property and services within and interact with all guests in a positive and warm and friendly manner. - Monitoring the housekeeping department, making sure they’re
following the standard policies and procedures. Supervise all duties and HK team members, ensuring all tasks are completed in an accurate and timely manner. - Working with my assistant team leader in developing KPIS and specific tasks for induvial team members and encouraging staff to take ownership of their roles.
- Monitoring FOC discounts, booking source, commission and yield reports daily and following up rectifying and discrepancies.
- Ensuring a safe count is conducted weekly and relevant forms are
consistently in use. Weekly bank drops, ensuring banking is completed daily and the cash drop is dropped to the bank. - Rostering all staff
Customer Service Engineer/ Technical Support
DNA Nudge
London
12.2020 - 11.2021
- Resolved testing process issues and coordinated solutions across healthcare departments
- Delivered tailored support and training to healthcare users, including NHS staff
- Became an advanced user of Zendesk for managing communication, logging incidents with precision to support business wide response improvements.
- Facilitated logistics and deployment requests in fast paced clinical environments
- Provided empathetic frontline support in hospitals, mental health units, and care homes.
- Helped develop resources for a newly formed team during COVID 19 in 2020, earning strong feedback from hospital partners.
Rentention Agent/ Team Leader
Love Holidays
London
12.2019 - 12.2020
- Promoted from Retention Agent to Team Leader within months after top-tier performance
- Designed and executed customer retention strategies, analysing feedback and negotiating solutions to boost loyalty and revenue
- Managed and motivated a team of 22 agents, including two senior staff, fostering high performance through daily briefings, One on one coaching, and development plans
- Oversaw call and chat queues, ensuring efficient service and KPI attainment
- Led team to secure £5M in holiday bookings, exceeding annual targets by £2M
- Delivered training and mentoring that consistently supported retention rates of 70% plus
- Stepped into multiple operational roles during COVID-19 to support delicate bookings and refunds across departments
Corporate Gold Specialist
DHL Supply Chain
Sydney
05.2018 - 11.2019
- Delivered high-quality phone-based support to corporate Gold clients in a fast-paced call centreManaged bookings, investigated lost freight, and conducted nationwide search reports
- Resolved enquiries promptly, consistently maintaining exceptional service standards
- Promoted to DHL Cold Chain (Medical Freight) Specialist
- Sole point of contact for DHL Cold Chain account, handling time-sensitive medical freight
- Prioritised high urgency requests and submitted accurate daily reports under strict deadlines
- Built rapport with key stakeholders to ensure exceptional client satisfaction
- Worked collaboratively across teams to manage state-level logistics during election periods
- Coordinated driver activity and documented vote collection with detailed reporting
- Maintained composure and professionalism in high-pressure environments
Senior Product Specialist and Supervisor
Topshop
Sydney
12.2015 - 05.2018
- Oversaw daily store operations, ensuring a high standard of customer service and team performance
- Led, coached, and supported staff to meet sales targets and deliver a seamless retail experience
- Managed stock levels, deliveries, and visual merchandising in coordination with store layout plans
- Handled customer escalations with professionalism and prompt resolution
- Collaborated with Visual Merchandisers to launch new product lines and optimise placement for fast-moving items
- Reviewed product performance, identifying underperforming lines and implementing creative display solutions
- Produced regular reports on inventory turnover and merchandising impact to inform store strategy
- Played a key role in driving sales through a mix of operational leadership and product insight
Freeland Stylist and Set Designer
House Of Red
Sydney
07.2015 - 12.2015
- Styled models for TV commercials and photo shoots, including outfit selection and garment accessorising
- Set up props and coordinated visual elements to align with brand aesthetics
- Designed creative sets to enhance on-camera impact across various campaigns
- Collaborated with production teams to meet visual and timeline requirements
- Delivered freelance work for high-profile clients such as Oral B, Samsung, Nickelodeon, Uncle Tony’s, Nestlé, Maggi, Hunter Valley, and Ora Organic
Retail Sales Assistant
The Reject Shop
Sydney
10.2011 - 11.2015
- Welcomed and assisted retail representatives, delivering a positive customer experience
- Managed stock ordering and inventory coordination to maintain product availability
- Participated in floorplan and display layout negotiations to optimise visual merchandising
- Performed office duties including damage stock reporting, stock takes, and end-of-day procedures
- Handled customer disputes with professionalism, ensuring prompt and satisfactory resolution
Waitress
Parea Greek Tavern
Sydney
08.2014 - 02.2015
- Welcomed and served customers with a friendly, attentive approach
- Took food orders in person and by phone, ensuring accuracy and timely service
- Packed takeaway orders efficiently for quick customer collection and delivery readiness
- Waited tables, handled payments, and supported a smooth dining experience
- Maintained cleanliness and sanitation across dining, kitchen, and service areas
- Supported team operations in a fast paced environment with high standards of hygiene
Front Counter Cashier
McDonald's
Sydney
09.2009 - 10.2011
- Greeted customers and provided friendly, efficient front of house service
- Accurately took and processed food orders at the counter and drive-thru
- Prepared and cooked menu items to brand quality standards
Maintained high levels of cleanliness and hygiene across all service areas - Ensured compliance with health, safety, and food handling regulations
- Supported smooth daily operations in a fast-paced, team-driven environment
Education
A-Levels -
Sylvania High
Sydney Australia 01.2012 - 11.2012
Graphic Design Certificate -
St George School of Fine Arts
Sydney Australia 01.2013 - 12.2013
Florsitry Certificate -
Ryde Tafe Campus
Sydney Australia 01.2018 - 12.2018
Case Manager Program -
EML Insurance
Sydney Australia 02.2023 - 05.2023
Skills
- Customer Service & Client Relationship
- ManagementSales Strategy & Retention Techniques
- Team Leadership & Staff Development
- Performance Reporting & KPI Monitoring
- Problem Solving & Operational Troubleshooting
- Visual Merchandising & Stock Coordination
- Product Analysis & Process Improvement
- Compliance & Health/Safety Standards
- POS Handling & End-of-Day Procedures
- Inventory Control & Display Planning
- Time Management & Multitasking
- Attention to Detail & Decision Making
- Adaptability & Conflict Resolution
- Team Collaboration & Data Entry
Timeline
Business Operations Manager
Pawwsum LTD
09.2023 - 01.2024
Case Manager
EML Insurance
02.2023 - 09.2023
Case Manager Program -
EML Insurance
02.2023 - 05.2023
Manager
Nomads Travel Tourism Group
02.2022 - 02.2023
Customer Service Engineer/ Technical Support
DNA Nudge
12.2020 - 11.2021
Rentention Agent/ Team Leader
Love Holidays
12.2019 - 12.2020
Corporate Gold Specialist
DHL Supply Chain
05.2018 - 11.2019
Florsitry Certificate -
Ryde Tafe Campus
01.2018 - 12.2018
Senior Product Specialist and Supervisor
Topshop
12.2015 - 05.2018
Freeland Stylist and Set Designer
House Of Red
07.2015 - 12.2015
Waitress
Parea Greek Tavern
08.2014 - 02.2015
Graphic Design Certificate -
St George School of Fine Arts
01.2013 - 12.2013
A-Levels -
Sylvania High
01.2012 - 11.2012
Retail Sales Assistant
The Reject Shop
10.2011 - 11.2015
Front Counter Cashier
McDonald's
09.2009 - 10.2011
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