Melanie Darley
Worthing,West S
Summary
Accomplished professional with extensive expertise in operational strategy and project management, adept at driving continuous improvement and ensuring regulatory compliance. Proven track record in budget administration, risk assessment, and resource allocation across multi-site operations. Skilled in staff recruitment, development, and retention, with a focus on performance management and workforce training. Demonstrates excellence in customer service and crisis resolution while maintaining health and safety compliance. Committed to strategic decision-making and adaptive leadership to enhance organisational efficiency.
Resourceful Operations Manager with knack for streamlining processes and improving team performance. Spearheaded multiple initiatives that enhanced operational efficiency and reduced costs across departments. Known for fostering collaborative work environments and driving continuous improvement.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Operations manager
Fitzalan Medical Group
Worthing, West Sussex
03.2017 - Current
- Led teams to achieve practice objectives on time and within NHS guidelines/constraints.
- Investigated and responded to patient complaints/concerns liaising with clinical and non-clinical staff to produce responses that meet the NHS complaints guidance and constitution.
- Engaging with NHS England, NHS Sussex and the Ombudsman, ensuring the practice complies with all requests in a timely manner.
- Improved operational efficiency by streamlining processes and implementing strategic plans.
- Negotiated contracts with suppliers for cost-effective procurement of resources.
- Directed safety protocols implementation, created safer workplace conditions.
- Optimised workflow procedures with strategic planning and team coordination.
- Devised operational policies for regulatory compliance and best practices adherence.
- Fostered a culture of continuous learning, improved workforce competency levels.
- Led/managed administrative staff to maintain smooth daily operations.
- Led, liaised and facilitated meetings with CQC to ensure best practice and governance for the practice.
- Monitored health and safety measures for guaranteed compliance.
- Streamlined processes to improve and optimise office operations.
- Coordinated hiring, recruitment and training strategies to build successful administrative/reception team.
- Oversaw facility maintenance and allocated needed resources to meet standards.
- Analysed and resolved complex resource management issues for optimised scheduling.
- Designed and implemented training to further develop staff based on Practice protocols.
- Current practice capitation 16,400
Veterinary receptionist
Grove Lodge Veterinary Group
Worthing, West Sussex
01.2012 - 03.2017
- Promoted health protocols for pets by distributing relevant pamphlets and brochures to visiting pet owners.
- Handled emergency calls calmly and efficiently, directing them to appropriate staff members.
- Demonstrated excellent customer service skills when dealing with inquiries over phone or in person.
- Operated office equipment proficiently whilst performing administrative tasks such as faxing and photocopying documents or reports.
- Provided compassionate support to distressed pet owners, ensuring their comfort during visits.
- Assisted veterinarians with minor procedures, contributing to patient wellbeing.
- Processed payments for services rendered, maintaining accurate financial records.
- Contributed to the efficient running of the practice by helping with general cleaning duties.
- Coordinated medication orders for timely collection by pet owners.
- Facilitated successful veterinary consultations by preparing examination rooms prior to appointments.
- Maintained clean reception area, creating a welcoming environment for clients.
- Managed appointment schedule for efficient clinic operation.
- Filed documents promptly, improving office efficiency and record keeping accuracy.
- Ensured stock of necessary supplies was maintained; ordered new inventory as required.
- Updated database regularly with current client information, aiding communication efforts.
- Answered client queries with detailed knowledge of pet care.
Education
GCSEs - Maths, Science, English Literature, English Language
Durrington High School
Worthing, West Sussex 09.1990 - 05.1994
NVQ Level 2 - Hair and Beauty
Chichester College
Chichester, West Sussex 09.1994 - 05.1996
Skills
- Operational strategy
- Risk assessment and mitigation
- Facilities maintenance oversight
- Staff recruitment and development
- Technical troubleshooting
- Regulatory compliance
- Customer service excellence
- Workforce training
- Time management
- Resilience in high-pressure situations
- Health and Safety Compliance
- Adaptive leadership
- Microsoft Office Suite proficient
- Policies and procedures
Affiliations
- Walking, Baking, Crochet and Family time
Certification
Training courses completed:
Leadership and Development- Edward Jenner (NHS)
Conflict Resolution
Complaints Handling
References
References available upon request.
Timeline
Operations manager
Fitzalan Medical Group
03.2017 - Current
Veterinary receptionist
Grove Lodge Veterinary Group
01.2012 - 03.2017
NVQ Level 2 - Hair and Beauty
Chichester College
09.1994 - 05.1996
GCSEs - Maths, Science, English Literature, English Language
Durrington High School
09.1990 - 05.1994
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