London, England, United Kingdom
Multilingual MBA Graduate, with 10+ years of experience in Professional Services, FinTech/Payments, and Hospitality, with roles in the customer service and operations verticals across Europe and South America. Passionate about delivering exceptional client experience and promoting strong collaboration among colleagues, as well as relentlessly searching for efficiency/productivity gains through operational process improvements and optimisation of organisational structures.
As a result of the difficult market conditions in late summer 2022, Goosebump’s funding plans were impacted, and the business was subsequently put on hold. The CEO, Tristan Khan, still required support managing the daily operations of his business portfolio. Key responsibilities include: • Day to day management – diary management, meeting scheduling, facilities and travel arrangements • Liaison with business partners, vendors and suppliers • Operational & financial planning/reporting – budget and project planning/tracking • Accounts payable/receivable - ensuring bills are paid on time, sales invoices are issued and payment is collected
Goosebump was developed to become a specialised multi-sided Web3 platform, enabling musicians to effectively create and distribute digital collectibles to fans. Key responsibilities included: • Legal compliance - Ensuring the business met its regulatory requirements and had the necessary insurance in place • HR build-out - development of best practice HR policies, procedures and employee handbook, selection and implementation of payroll system, development of pension policy and selection of provider, employee onboarding • Financial reporting - monitoring cash burn, ensuring accurate and timely reporting to the founders • Accounts payable/receivable - ensuring bills were paid on time, sales invoices were issued and payment was collected
The ICEO/SDU unit works with the most senior executives from a variety of backgrounds and functions to prepare a career strategy that will serve them in both the short and long-term in achieving work and life goals. A separate and distinct part of LHH, serving multinational company executives and directors from the professional services industry and high-level public-sector employees. Key activities: • Office and facilities management – stock management, vendor contracts and relations, expenses, space planning/design, management of room bookings, promotion of positive office culture • Accounts payable – invoice processing • Events planner/coordinator – seminars, end-of-year client events • Sales & marketing – content creation, presentation design
• As part of the Front House team I communicated effectively with staff and customers, providing a pleased service and developing strong relationships • Striving to deliver delightful Customer Service, ensuring that guests had an excellent experience, encouraging returning and customer loyalty
Stone Pagamentos is a Brazilian Financial technology company focused on payment processing and financial services. Managed complaints that could not be solutioned by Front Desk agents, dealing with sensitive cases efficiently and promptly, seeking customer’s satisfaction; Communicated and coordinated the resolution of issues with internal departments; Analysed customer and company needs, collated and recommended potential improvement projects as well as assisted with development of related projects in other areas – especially with IT team; Acted as Customer Advocate, ensuring that services and products satisfied their demands and urgencies; Successfully reduced recurrent complaints and consequently the number of received calls, acting proactively to resolve the problems; Created materials and gave training to new front desk employees and provided support to their doubts and queries.
Evaluated the monthly churn rate of the company, analysed possible causes of the problem and defined the customers that needed to be followed up; Contacted (primarily by phone) the selected customers to identify the real issue of the churn and proffer solutions, seeking for their return; Negotiated financial clauses when applicable.