Service Delivery Manager

• Mar 2022 - Present

Responsible for creating a close relationship between NuCorp and its Clients, assessing Client’s needs and ensuring delivery of the scope of work agreed, guaranteeing, at the same time, the quality of the work. Assess NuCorp’s goals and determining which ones are feasible. Work with the Shared Services Director to formulate actionable plans to achieve the set objectives. Management of Service-Level Agreement (SLA) - Establishment and Periodic Review - Lead the efforts to the definition of NuCorp Business Services pricing model and charge mechanism - Tracking of KPIs to make sure the agreed services are being delivered according to the terms (Use of Power BI tool for reporting purposes) Benchmark and research on the leading best practices and market trends. Determine ways to reduce costs without affecting the overall customer experience. Identify customer needs and overseeing service delivery within the NuCorp Business Services delivery context. Assess customer feedback through the implementation of a monthly NPS survey and using creativity and market best practices to establish, improve and refine services. *CLIENTS* Retail, F&B, Defense, Architecture, Cybersecurity, Design & Branding, Healthcare, Logistics, Technology, Transportation and Manufacturing Show less

Operations Manager & Social Media Manager

• Feb 2020 - Mar 2022

OPERATIONS - Quality control: Ensuring services adhere to a defined set of quality criteria meeting client requirements, tracking of KPI's, management of vendors. - Management of SLA's - Establish and manage staff resource levels and shift schedules - Event planning: multiple environments. SALES - Development and Implementation of customer service and satisfaction training. - Manage sales team against daily action plan. - Drive sales performance to achieve monthly budgets. - Monitor Product Mix - Business Development SOCIAL MEDIA Instagram, Tik Tok, Snapchat Ads - Creation of the workflow: Ascertain target audience, establish goals and key drivers, publishing decisions (concept design), calendar publication, upload posts, respond to readers' Q&A, track user engagement. RESULTS: - Instagram: Follower growth from 8k to 61k (1 year) - Tik Tok: 24k followers from account conception (1 year) (1M+ views achieved across both accounts) Show less

International Flight Attendant

• Jan 2018 - Jan 2020

Marketing Intern

• Jul 2017 - Sep 2017

Brand and Product Management -Analysis of Market Shares -Competitors analysis -Implementation of new product range in the market Brand and Product Management -Analysis of Market Shares -Competitors analysis -Implementation of new product range in the market

Monitor

• Jul 2015 - Aug 2016

Role model, friend, instructor and hero to campers aged from 6-17 years. A surrogate parent for a group of approximately 12 campers and be responsible for overall supervision of the campers, ensuring their wellbeing and safety whilst they are enjoying the fun and rewarding experience Summer Camp is. Run and supervise various parts of the day including meal times, afternoon sports activities, crafts and projects, evening entertainment activities, and waking up/putting to bed (monitors sleep in the same room as the kids). Show less

Sales Promotor

• Mar 2014 - May 2014

Product Management Customer advisor Product Management Customer advisor