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Work Background
Stone & ChalkDirector of Operations
Jan. 2023 - Dec. 2023Sydney, New South Wales, AustraliaStone & Chalk is the largest innovation community in Australia. As Operations Director, I was responsible for running the operations of the hubs in NSW. I was also responsible for developing and implementing strategies for the effective running of the hubs, and for ensuring that the hubs meet all health, safety and security standards and regulations. • Customer Success: Oversaw over 150 accounts and more than 1500 members, focusing on customer onboarding, support, and retention.
• Business Expansion: Responsible for the end-to-end delivery of the Scaleup Hub, an 8000 sqm new Hub for Scaleups. That encompasses strategic concept design, efficient operational setup, and leading day-to-day operations, while also playing a pivotal role in leading the operations team of an existing Hub in Sydney.
• Financial Management: Successfully managed a large P&L, achieving a 31% YoY reduction in operational costs through process optimisation and vendor negotiation, strengthening the hub's financial health.
• Efficiency Improvement: Enhanced operational efficiency by automating repetitive manual tasks for the operations team in our four hubs, resulting in a seamless and efficient experience for our staff and customers.
• Safety Oversight: Ensuring the safety of all individuals within the hub is a priority. Implemented monthly safety inspections that reduced the number of potential hazards to minimum.
• Stakeholder Relations: Established and nurtured strong relationships with internal and external stakeholders, maintaining customer Net Promoter Score (NPS) of 60 or higher for the Sydney Hub over the last two years.
Stone & ChalkHead of Operations - NSW
Jan. 2022 - Jan. 2023Sydney, New South Wales, Australia• Negotiated and closed a multimillion-dollar deal with the NSW Gov, exceeding initial targets and expectations.
• Oversaw the integration and management of multiple IT systems including CRM (HubSpot), Property Management and Customer Engagement (OfficeRnD), and Accounting (Xero) increasing team productivity and customer satisfaction.
• Successfully managed and trained a new operations team, resulting in outstanding customer experience and operational efficiency.
Stone & ChalkCustomer Experience & Operations Manager
Aug. 2019 - Dec. 2021Sydney, Australia• Streamlined maintenance processes, cutting down last minute call outs by 85% and saving more than $14k in operational costs in 6 months.
• Implemented rigorous safety protocols, resulting in zero accidents and injuries within the hub.
• Improved customer satisfaction by more than 10% through effective workplace management, resulting in increased customer retention and loyalty.
Urbanite TechnologiesOperations Manager
Aug. 2017 - Dec. 2018Sydney, AustraliaUrbanite is a start-up in the premium home-sharing industry. As a senior level employee, I played a significant role in developing processes and systems from scratch and launching the brand to market. • Process Development: Played a pivotal role in developing and implementing efficient operational processes from scratch, ensuring the smooth functioning of complex business operations.
• Process Optimisation: Implemented system and process optimisations for inventory management, resulting in increased efficiency.
• Customer Support: Oversaw customer support operations, addressing inquiries, concerns, and ensuring an exceptional customer experience for both guests and property owners.
• Quality Assurance: Upheld and enhanced high standards for property quality and guest experience, establishing a robust reputation among guests and property owners.
• Team Leadership: Led and managed the operations team, fostering effective collaboration to achieve company objectives.
• Human Resources: Hiring, Culture, Onboarding, Payroll and Performance.
• Financial Oversight: Managed the financial aspects of operations, including budgeting, expense control, and financial reporting.
AccorHotelsEvents Assistant
May. 2016 - Jul. 2017Sydney, Australia• Customer Service: Anticipated guest needs and provided efficient and prompt service, maintaining high levels of customer satisfaction.
• Problem Solving: Resolved service-related issues promptly, ensuring guest satisfaction and comfort.
Pacific RealtyProject Supervisor
Aug. 2012 - Sep. 2015Belo Horizonte, BrasilPacific Realty is a Brazilian real estate development formed by a group of small enterprises specialising in structuring finance projects and management of investment funds for the real estate market. As a Project Supervisor, I was responsible for production planning and monitoring of construction services of a 400 units retrofit project. • Resource Allocation and Budget Management: Managing the allocation of resources, which included coordinating with contractors, suppliers, and other stakeholders.
• Monitoring Performance: Monitored the performance of both staff and tradespeople, ensuring they adhered to project timelines, quality standards, and safety protocols.
• Reporting and Communication: Prepared detailed monthly reports on project status. These reports served as a transparent window into the project's progress, challenges, and successes.
• Innovative Problem-Solving: Identifying issues and devising creative solutions, collaborating closely with the team to implement these solutions effectively.
• Stakeholder Engagement: Constantly engaged with stakeholders, address their concerns, and adapt to their evolving needs contributing to a harmonious and productive project environment.
• Operational Standards and KPIs: Ensuring the project met operational standards and key performance indicators, reflecting the project's overall success.
Farkasvölgyi Arquitetos AssociadosJunior Architect
Aug. 2009 - Jun. 2012Belo Horizonte, BrasilFarKasVölGyi Architecture elaborates and develops complete projects of architecture and real estate consulting, with quality as the main focus. The firm has more than 800 idealised designs and over 8 million square metres built not only in Brazil but also in countries such as Angola, China and Iraq. • Collaborative Architectural Projects: I actively collaborated on large-scale architectural projects across all stages.
• Project Monitoring: I monitored construction and design progress, ensuring the design was realised on site.
• Feasibility Studies: Assessing the viability of new projects and laying the foundation for their success.
• Stakeholder Engagement and Presentations: Preparation and delivery of presentations to stakeholders.
• Financial Management: Ensuring that financial resources were allocated correctly to meet the design and construction needs.
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