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Work Background
Independent ConsultantGlobal Consultant
Apr. 2023Website: https://bento.me/klaracondac Empowering global organizations to unlock the full potential of their data, transforming insights into actionable strategies that enhance processes, products, services, and overall customer experiences. Certified Qualtrics Expert, offering comprehensive program architecture solutions tailored to a variety of product types and business systems. Key expertise spans market research, customer experience design, quality management, and process improvement, ensuring a holistic approach to solving complex challenges. Let's collaborate to drive innovation and excellence in your organization.
GreybridgeSenior Strategy & Implementation Consultant
Apr. 2023 - Apr. 2024RemoteGreybridge is focused on catering to the data, technology, and operational needs of US-based small financial institutions and non-profits. Our clients are dedicated to supporting underserved entrepreneurs and innovating in the microbusiness and microfinance space. Responsibilities:
- Industry-Specific Strategic Leadership: Collaborate closely with the company founder to devise and implement business strategies tailored for small financial institutions and non-profit sectors, ensuring the alignment of industry-specific goals with our strategic initiatives.
- Client Consultation: Engage directly with potential and existing clients, offering strategic insights, understanding their unique challenges, and proposing tailored solutions.
- Technical Expertise: Serve as the go-to expert in Qualtrics and related data technologies, leading technical implementations to help clients optimize data management and achieve their objectives.
- Project Management: Oversee the timely and effective delivery of solutions, managing project scopes, timelines, and expectations.
- Business Roadmaps: Design and implement detailed roadmaps to guide clients in enhancing their operational efficiency and data management strategy.
VenturiSystem Architecture and Implementation Consultant
Apr. 2023 - May. 2023RemoteLead Qualtrics CX system architecture and implementation consultant for a leading global automotive brand. System design and implementation including Adobe Analytics and Qualtrics WebApp project for multi-country website feedback program.
System documentation and training included.
QualtricsGlobal Operations Lead - Quality & Customer Experience
Jun. 2021 - Feb. 2023RemoteQualtrics [SaaS / XM]: Research and insights software that allows companies and institutions to gather, analyse, and visualise data to drive meaningful, informed action. CoreXM, BrandXM, and Research Services: Key services pillars providing program design and implementation, data collection and migration, and insight generation to enterprise, corporate, academic, and governmental clients. Role Description:
Leading cross-functional global quality operations for services and product delivery teams (CoreXM, BrandXM, Research Services). Improving client experience, increasing efficiency and automation, reducing costs, strengthening employee experience, building strong vendor relationships. - Ownership of quality operations global strategy.
- Design and management of global Continuous Process Improvement Framework [Six Sigma].
- Redesign and program management for Customer Experience Program [CX].
- Design and program management for Incident Tracking Program [Defects].
- Creation and maintenance of service Quality Assurance and Quality Control standards [QA/QC].
- Thought leadership and project management for numerous process improvement projects: increase client satisfaction, reduce rework, prevent and minimise incidents, and eliminate failure costs.
- Spearhead Root Cause Analyses [RCA] to respond to and resolve cross-departmental incidents (sales, product, delivery) for key enterprise accounts, with C-level visibility.
- Analyse complex quality and operational data to generate insights and drive action across all levels of the organisation.
- Mentor global cross-functional employees in quality and change management through self-designed Quality Rotation Program.
QualtricsSenior Project Manager III & Global Quality Analyst
Apr. 2020 - Jun. 2021Dublin, IrelandPromotion for managing:
*180 projects
*$3.8 million revenue
*4.9 average client CSAT Global Quality Analyst - Global Quality Team *Manage EMEA Customer Experience Program (CSAT)
*Focus on Delivery Process Design and Improvement (Kaizen) Projects to increase scalability, team efficiencies, automate & streamline work processes, and drive high client and internal project CSAT
*Managed 5+ quarterly priority projects for Operational Process Stabilisation & Improvement across 3 regions (EMEA, APJ, US) working with 6 different teams (eg. Pre-Sales Project Scoping Process, Post-Sales Change Management Process, Account & Program Management Framework, Vendor & Internal Team QA/QC Process Development, Issue Escalation & Resolution Process)
*Created & Own BPMN Process Maps for end-to-end global processes (Lucidchart)
QualtricsProject Manager II
Apr. 2019 - Apr. 2020County Dublin, IrelandPromotion for managing: * 332 projects * $1.16 million revenue * 4.9 average client satisfaction
QualtricsProject Manager I
May. 2018 - Apr. 2019Dublin, Leinster, IrelandFocused on integrations with Qualtrics and Online Panel vendors, data collection, visualisation and reporting. Managing time, cost, scope, risk, and quality for client research projects. Job description: Managing up to 15 research projects on a daily basis.
Range of projects include sample provision and management, translation provision and management, coordinating survey designs and build, delivering reports and analysis, supporting clients with technical help and survey design optimisation.
Building and maintaining numerous client relationships through online and phone communication.
Working with and coordinating a multitude of external (clients, vendors, partners) and internal (Sales, Solutions, SMEs) stakeholders to successfully deliver on projects. Clients: Financial Institutions, Academic Institutions, Private Businesses (e.g. Telecommunication, Pharmaceutical, Electronics), Media Agencies, Research Agencies, Tech Giants.
Ipsos MRBIMarket Research Consultant
Aug. 2017 - May. 2018County Dublin, IrelandQuantitative and Qualitative Researcher Job description: Managing and administering a variety of research projects on a daily basis. Communicating with clients and interviewers to ensure successful research outcomes.
Maintaining client relationships.
Proofreading, testing, and editing surveys for optimal research findings.
Working with international teams on multi-country research projects.
Providing information and support about the research projects to the respondents and wider public.
Creating, compiling and editing research data and findings through written and PowerPoint reports. Areas of work: Public Policy, Public Affairs, IT& Telecommunications, Finance, Technology, Customer Satisfaction, Health, Tourism. Clients: Governmental Bodies, International Public Agencies and Institutions,Financial Institutions, Academic Institutions, Private Businesses (Telecommunication, Pharmaceutical), Newspapers.
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