Senior Project Manager

• Jul 2021 - Present

Freelance Project Manager and Marketing Consultant

• Jan 2016 - Present

Head of Growth

• Apr 2020 - Jan 2021

Directly assisted CTO and founder, John Aitchison, in running the entire company. Worked with the company's management team to devise and implement several growth strategies that helped the company grow by 45% over the course of 9 months. My main job at LanguageConvo was to help the company grow by ensuring that everyone on the team continuously improved their performance metrics, and to create/foster a work environment that helped them enjoy their jobs more. My responsibilities included, but weren't limited to: Teacher training • Develop onboarding and continuous training for teachers using Coassemble (LMS) and HelpDocs (knowledge base software) • Create training courses for teachers on Coassemble • Monitor and audit teachers continuously • Track the performance of all teachers using Coda.io • Hold periodical feedback and improvement strategy sessions with teachers • Establish monthly goals for each teacher and help them achieve those goals throughout the month • Find different ways to keep teachers motivated • Continuously optimize auditing and feedback processes Recruiting and hiring • Develop and implement processes to recruit and hire continuously • Post job ads on social media sites and job marketplace platforms • Manage the entire recruiting and hiring process from start to finish • Review and filter applications • Conduct online interviews • Manage teacher onboarding and account setup Customer service: • Respond to customer queries via email and chat Other responsibilities: • Manage improvement and growth project in a iterative manner using the Agile project management methodology • Monitor and evaluate overall company progress every day • Propose ideas for improvement and growth in all areas • Identify main areas of opportunity • Help prioritize task backlog • Help conduct sprint planning meetings • Help manage bi-weekly iterations • Delegate work to management team • Work with management team to accomplish bi-weekly goals Show less

Corporate Guest Relations Specialist

• Jan 2014 - Jan 2016

• Resolve post-cruise guest and travel agent concerns and complaints via telephone and email, including escalated management-level concerns; • Coordinate with different back and front-end departments to perform investigation and make sound decisions regarding service inconsistencies and subsequent compensation offers and/or refunds; • Handle and resolve accounting inquiries concerning guest folio discrepancies, credit card holds and/or unrecognized credit card transactions; • Assist guests and travel agents in locating and retrieving lost luggage; • Delegate guest claims to third-party business partners. Show less

English Language Instructor

• 2013 - 2014

• Plan, organize, and deliver English lessons to different groups types; • Ensure that students meet the learning targets established by the methodology in use; • Design and execute long-term coaching strategies for students with learning difficulties; • Monitor and evaluate student development in the 4 areas of communication; • Record progress and generate reports on a weekly and monthly basis; • Create a friendly, positive, and productive environment in the classroom at all times; • Hold meetings with parents, guardians, as well as one-on-one sessions with students on a monthly basis; • Meet the QA requirements established by the academy on a consistent basis. Show less

English Language Instructor

• 2012 - 2013

• Plan, organize, and deliver English lessons to different groups types; • Ensure that students meet the learning targets established by the methodology in use; • Design and execute long-term coaching strategies for students with learning difficulties; • Monitor and evaluate student development in the 4 areas of communication; • Record progress and generate reports on a weekly and monthly basis; • Create a friendly, positive, and productive environment in the classroom at all times; • Hold meetings with parents, guardians, as well as one-on-one sessions with students on a monthly basis; • Meet the QA requirements established by the academy on a consistent basis. Show less

English Language Instructor

• 2011 - 2012

• Plan, organize, and deliver English lessons to different groups types; • Ensure that students meet the learning targets established by the methodology in use; • Design and execute long-term coaching strategies for students with learning difficulties; • Monitor and evaluate student development in the 4 areas of communication; • Record progress and generate reports on a weekly and monthly basis; • Create a friendly, positive, and productive environment in the classroom at all times; • Hold meetings with parents, guardians, as well as one-on-one sessions with students on a monthly basis; • Meet the QA requirements established by the academy on a consistent basis. Show less

Customer Service Representative (1800flowers.com)

• 2010 - 2011

• Respond to customer queries and concerns via e-mail and chat; • Provide quotes and assist customers in placing, modifying, and tracking orders; • Resolve shipment issues as they arise and ensure timely product delivery; • Reach quality assurance and productivity monthly goals. • Respond to customer queries and concerns via e-mail and chat; • Provide quotes and assist customers in placing, modifying, and tracking orders; • Resolve shipment issues as they arise and ensure timely product delivery; • Reach quality assurance and productivity monthly goals.

Customer Service Representative (UPS)

• 2009 - 2010

• Perform the role of a telephone shipping agent for United Parcel Services (UPS); • Provide quotes and explain delivery processes to customers; • Reach quality assurance and productivity monthly goals. • Perform the role of a telephone shipping agent for United Parcel Services (UPS); • Provide quotes and explain delivery processes to customers; • Reach quality assurance and productivity monthly goals.