Experience

Capita Translation and interpreting

• United Kingdom
• Translation and Localization
• 1 - 100 Employee

• Business Operations Manager

  • Apr 2019 - Present

  • Team leadership of large team of Project Managers, Team Leaders, DTP operators and IHLs to ensure: > delivery in line with business and customer expectations: ensuring customer SLAs are met, customer relationships developed, best practice advised and implemented to provide high level of customer service > risk ownership: monitoring and managing all resourcing requirements to align with P&L and business forecasts > strategy development to drive team performance: technology utilisation, efficiency and services, in order to achieve business goals without compromising quality > training and continuous development initiatives to build and retain a high-performing team • Relationship building with key stakeholders across the business and key customers, supporting Sales, and Account Management initiatives, including client audits, client visits, company events and conferences

• Senior Operations Manager

  • Apr 2018 - Apr 2019

  In addition to all responsibilities within Client Services Role, managed integration of a business acquisition incorporating:• key blocker identification spanning technology, systems, processes, facilities, staff and external suppliers • solution mapping, action plan development and liaison with all key stakeholders to successfully deliver transition of acquisition into business

• Client Services Manager

  • Feb 2016 - Apr 2018

  • Team leadership to actively improve performance by providing a clear vision and high level direction, whilst allowing for a large degree of autonomy, encouraging individual growth and improvement via mutually agreeing goals, provision of regular coaching and feedback as well as actively pursuing opportunities, on behalf of team, for formal training and informal development.• Deliver continuous performance improvements to drive service and cost control targets, ensuring smooth management and delivery of all projects.• Reinforce initiatives for service and delivery improvements, ensuring optimal engagement strategies are in place to develop new avenues, nurture client relationships and deliver new language combinations.• Work closely with other service delivery departments within business and report to key stakeholders on business performance, spend and pricing developments, expectation management, plus risk identification and escalation.• Act as champion and build industry awareness, representing company in professional manner to all internal and external stakeholders.



ITR International Translation Resources Ltd

• United Kingdom
• Translation and Localization
• 1 - 100 Employee

• Account Development Manager

  • 2007 - 2016

  • Due to high level of professionalism and commitment, together with expert project management skills, promoted to manage largest company account with an annual revenue in excess of £5m. Achieved 98% KPI success rate throughout contract period.• Lead project management of high volume, multi-lingual technical documentation, eLearning courseware, and audio/visual projects, scoping projects, setting budgets, implementing best-practice workflow procedures, schedule and resource planning, quality assurance, continuous improvement cycles, all commercial aspects and meeting strict deadlines. • Active client relationship building including regular travel to meet with international partners, leading client planning meetings, often presenting tactical and operational proposals for improved technical translation management to align with client strategic direction.• Team leadership including project managers, translators, proof-readers, DTP operators, technicians and remote workers, organisation of team meetings and performance management to build high performing team. • Designed and launched company-wide improvement drive on procurement of external resources encompassing researching, interviewing, testing, recruiting and negotiating of contractual rates and terms, reducing duplication of effort across teams, internal administration costs, and increasing efficiency, quality control, consistency of translation and capitalising on synergies across the company.

• Senior Project Manager

  • 2001 - 2007

  • Proven account management of large-scale, complex, multi-lingual projects for portfolio of blue-chip clients ensuring on-time, on-budget deliveries, building trusted partnerships, underpinned by high quality, consistently reliable services and a strong customer focus throughout all interactions, exceeding client expectations and ensuring repeat business. • Successfully pitched and won industry-coveted large-scale engineering project, meeting all time-critical delivery deadlines and winning substantial additional contracts.• Authored and delivered training seminars to client authors, software developers and managers to educate best practice authoring for translation techniques, enhancing customer service and reducing production administration costs for all parties.• Conference manager for annual company event, organising audio and visual stage management, speakers and event staff, plus programme timings.

• Project Manager

  • 1998 - 2001

  • Developed and delivered company-wide training programme for management of xml localisation projects, driving continuous improvement and streamlining workflow processes. • Built successful relationships with key client stakeholders, achieving validation of marketing and technical documentation and delivering high levels of customer service. • Provided support and assistance to colleagues for ad hoc assignments at peak demand periods in order to achieve project and company objectives.• Exhibit coordination manager for annual company conference, exhibitor liaison, facilities management, floor plan and stand layout design.

• Assistant Project Manager

  • 1996 - 1998

  • Management and delivery of large-scale, complex sgml conversion project, meeting all agreed deadlines and budget. • Logistics manager for annual company technical authoring conference.



Airtours Holidays Ltd.

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Holiday Services Representative

  • 1995 - 1995

  • Customer service, public relations, sales, quality control, health & safety administration.• Conversation Italian, excellent inter-personal, numerical, negotiation and sales skills. • Customer service, public relations, sales, quality control, health & safety administration.• Conversation Italian, excellent inter-personal, numerical, negotiation and sales skills.



Eurogroup Tours

• General Assistant

  • 1994 - 1995

  • Advertising, buying consumables, selling in-house and shop products. • Strong command of French, communication and negotiation skills. • Advertising, buying consumables, selling in-house and shop products. • Strong command of French, communication and negotiation skills.