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Work Background
MarlowLead of Operations and Customer Success
Mar. 2021 - May. 2024Stockholm, Stockholm County, SwedenAs the Lead of Operations & Customer Success at Marlow, I spearhead our efforts in optimizing internal processes and enhancing customer relations. My role as the primary liaison for both internal and external stakeholders involves implementing strategic initiatives that drive organizational success and client satisfaction. Key achievements include:
• CRM Development: I led the design and rollout of a customized Customer Relationship Management (CRM) tool built with Notion, transforming how we manage operations, sales, account management, and coaching. This tool is pivotal in scaling our business effectively, allowing for real-time tracking and management of critical performance metrics.
• Enhanced Member Management: I have systematized the tracking of essential KPIs like member engagement, feedback, and utilization, crucial for boosting client retention and identifying growth opportunities. This supports our sales team with actionable data and enables the production of detailed client engagement reports.
• Coaching Performance Insights: I developed a comprehensive coaching hub that equips our coaching leads with detailed insights into member satisfaction and engagement. This hub is instrumental in pinpointing developmental needs and optimizing coaching strategies.
• Resource Forecasting: My strategic oversight extends to monitoring and forecasting coaching capacity, ensuring we allocate resources efficiently to meet evolving demands. Marlow is an online coaching platform specializing in 1-to-1 manager coaching & personalized training, empowering managers with the resources they need to become more confident & capable leaders & deliver more impactful results.
WRT, LLCOffice Manager & Project Support
May. 2019 - Oct. 2020San Francisco Bay AreaIn this dynamic role, I played a crucial part in steering project and office management initiatives that supported organizational efficiency and client satisfaction: • Project Management Excellence: Spearheaded the development and execution of key projects by managing contracts, updating budgets, and overseeing client and sub-consultant relationships. Enhanced project delivery through effective invoice management and staffing, alongside meticulous electronic file management.
• Executive and Organizational Support: Delivered comprehensive support to executives and managed front desk operations, upholding a professional and welcoming atmosphere for all visitors and staff members.
• Event Management and Workplace Culture Enhancement: Orchestrated a variety of office events and cultural celebrations, fostering a vibrant and inclusive workplace culture. Took a hands-on approach in facilities management to ensure a functional and engaging office environment.
• Strategic HR and Compliance Initiatives: Actively contributed to human resources functions and played a pivotal role in the development and implementation of office policies, including comprehensive COVID-19 procedures that ensured compliance and safety.
• Financial Oversight: Managed financial processes such as account reconciliations with a focus on accuracy and transparency.
• Technology and Infrastructure Management: Supported critical IT maintenance tasks, ensuring the reliability and efficiency of technology systems essential for office operations. WRT is a team of planners, urban designers, architects, and landscape architects who serve communities by creating simple solutions for complex problems and designing places that enhance the natural and social environment.
FORMULA ADVISORY NETWORK PRIVATE LIMITEDExecutive Support to the CEO
Jan. 2017 - Jan. 2018Hyderabad Area, India• Administrative Support to the CEO: Provided extensive administrative support to the CEO, managing calendaring, event planning, office resourcing, payroll and travel coordination.
• Event Management and Workplace Culture Enhancement: Orchestrated a variety of office events and cultural celebrations, fostering a vibrant and inclusive workplace culture.
• Stakeholder Engagement and Policy Development: Collaborated with local and international stakeholders to produce key documents and developed a policy and guide to support their needs. Designed to help businesses scale and overcome the burden of hiring, managing, and retaining teams, Talent Formula’s talent-as-a-service approach matches dedicated high-quality staff to the needs of the business.
QRAA (now QRIDA)Program Management Officer
Oct. 2010 - Dec. 2016Brisbane, Australia• Leadership: Led a dynamic team in processing 20,000+ grant applications for a government rebate program over two+ years, consistently achieving a 99% delivery rate on key performance indicators. Demonstrated strategic leadership, efficient management of resources, and a commitment to excellence in navigating the challenges of a high-volume application process.
• Policy/Program Development and Management: Contributed to the development of policy, program guidelines, and associated documentation for the successful implementation of new programs. Played an integral role in the Management of Programs post-implementation.
• Process and Framework Development: Developed processes, systems, and frameworks to support the delivery of programs in alignment with Service Level Agreements. Formulated comprehensive playbooks for efficient program administration.
• Program KPI Reporting and Executive Engagement: Reported program Key Performance Indicators (KPIs) for executive review of program performance. Cultivated strong relationships with the executive team, fostering trust that enabled active participation in high-level reviews and negotiations for both new and existing programs.
• Stakeholder Relationship Management: Cultivated robust relationships with internal and external stakeholders through effective and timely written (mail/email) and phone communication. The Queensland Rural and Industry Development Authority (QRIDA formally QRAA) is a specialist provider of government financial assistance programs, including loans, grants and rebates.
Bupa AustraliaCustomer Sales
Oct. 2009 - Oct. 2010AustraliaBUPA is an international healthcare company serving over 38 million customers worldwide who directly employ around 85,000 people, principally in the UK, Australia, Spain, Chile, Poland, New Zealand, Hong Kong SAR, Türkiye, Brazil, Mexico, the US, Middle East and Ireland.
Commonwealth BankCustomer Service
Mar. 2005 - Aug. 2009AustraliaThe Commonwealth Bank of Australia is Australia’s leading provider of financial services including retail, premium, business and institutional banking, funds management, superannuation, insurance, investment and sharebroking products and services.
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