• SOFTWARE IMPLEMENTATION: Responsible for new client onboarding on the software - including overseeing Saas creation, invoicing, software set-up, financial account applications and client training.• Built new vision and strategy for the onboarding journey stage• Mapped out onboarding customer-facing and internal processes; identified pain points, gaps and user needs • Collaborated with sales, finance and support teams to align implementation strategies with broader company goals• L&D: Training Operations teams and wider business on software, upskilling, coaching (sales methods, difficult conversations, in-person trainings)• PRODUCT MANAGEMENT: Managing two products - onboarding software for clients and internal teams – managing different aspects (360 view of onboarding customer journey)People Management • PEOPLE MANAGEMENT: Built from scratch a team of five onboarding and training specialists. Introduced employee performance metrics

• Managed a team of trainers delivering high quality client trainings to a varied audience in the yachting and music industries• Planned and designed training material (user guides, how-to videos, FAQs) to further support use of the accounting software• Project managing and creating an e-learning platform and course accreditation• Designed and implemented an interactive 2-week programme to provide new employees with a solid foundation of product knowledge which is then used to support their extensive book of client accounts• Identified knowledge gaps and coaching to further solidify staff’s product knowledge in a fast-developing accounting software environment• Created and maintained an induction document to support new starters with all aspects of their journey from facility information to glossaries that will support their learning

Content strategy & planning: ➜ Customer communications, transactional emails➜ Email, live chat and feedback response templates for Customer Services teams➜ Blog, newsletters and other marketing material➜ FAQ, website copy.To increase brand awarenessTo drive traffic and conversionsTo improve customer’s experience and reduce pain pointsContent design: ➜ Planning, writing, editing and proofreading user-centric content➜ Translating technical and complex topics into clear, concise and relevant content.➜ Use of SEO ➜ Bespoke CMS management (HTLM) User research: ➜ Planning and conducting qualitative and quantitative research - Interviews, feedback, user testing, surveys, heatmaps, etc.➜ Synthesizing and presenting key findings➜ Identifying trends, tracking performances and measuring success (PowerBi, Google Analytics, A/B testing, UX tools)Localisation & translation: ➜ Managing content localisation for specific key markets. ➜ Translating marketing copies from English into French. Translation management.

➜ Solved major issues and legal claims while liaising directly with suppliers’ senior management ➜ Gathered insights, identified trends to report to the senior management and improve the customer experience.

➜ Screened audits involving data users logged into the system to pick up any irregularities➜ Translated international conference calls in French, Russian and English

Formerly Rentalcars.com➜ Customer Service representative in a cross-functional senior team.➜ Improved and tested a new complaint management system.

Private lessons of French as a native language or as a foreign language to children and teenagers

Taught children aged 2 to 4. First stage of learning French. Children were taught basic oral language and literacy; Montessory method.