Spearheaded account management efforts for the entire BPO project, seamlessly integrating operations, quality, training, and workforce management to ensure cohesive project execution and delivery.Designed and implemented strategic action plans and glide paths, focusing on continuous improvement and achieving key performance indicators aligned with client goals.Served as the primary point of contact for all client initiatives, fostering strong, transparent communication and partnership to achieve goals and exceed client expectations.Assisted the Operations Manager by conducting comprehensive data analysis, offering insights and recommendations to drive process optimization and enhance project outcomes.

Responsible for the leadership of an 18-member social media team, consistently achieving above-target results every quarter and strengthening client relationships.Led strategic communications and team development efforts for social media projects, significantly enhancing client engagement.Increased average response rates by 100% within five months, demonstrating exceptional leadership and strategic implementation.Mastered capacity planning and staffing management to meet billable hours requirements, optimising team efficiency and effectiveness.Fostered a culture of continuous improvement by providing regular coaching and feedback, leading to ongoing team development and skill growth.Streamlined processes through effective collaboration with clients, vendors, and internal Quality teams, ensuring high-quality social media services.Conducted KPI analysis and report findings to clients on a weekly basis.Deputised for Operations Manager and Account Manager when needed.

Delivered outstanding customer and technical support, adeptly troubleshooting device issues and assisting with billing and account-related concerns, ensuring a seamless customer experience.Consistently surpassed performance targets, showcasing commitment to excellence and dedication to providing exceptional service that exceeded customer expectations.

Developed and executed comprehensive communications strategies for clients in technology, healthcare, and life sciences, achieving targeted media coverage and stakeholder engagement.Provided strategic guidance on policy communications, public affairs, and government relations to enhance client influence and reputation.Integrated AI tools to streamline content development and multi-channel distribution, improving efficiency and communications impact.Led crisis communications efforts, successfully managing client reputation during critical events.

Led PR and nation branding campaigns for luxury travel and tourism clients, enhancing brand visibility in global markets including Europe Big 5, China and Russia.Managed stakeholder engagement strategies, including media relations, events, press conferences, and press tours to support brand objectives.Delivered high-impact communication strategies resulting in significant media coverage and measurable brand growth.

As a member of the Policy and Public Affairs team within the Corporate Affairs directorate, I supported the Pfizer UK business units in interpreting and responding to the policy environment and developing relationships with key stakeholders and policy makers. My areas of responsibility included:- Oncology- Brexit- Corporate government affairs- Executive communications- Speech writing- Anti-microbial resistance- Respiratory diseases- Smoking cessation- Chair of the cross-company "Keeping up with Cancer" initiative- Strategic liaison with oncology health charities and patient groups

As a Senior Consultant (Senior Account Director), delivering policy and public affairs consultancy for a range of health clients, including pharmaceutical firms and charities, at UK, European and global levels.My achievements included:- Launching and ongoing management of a pan-European patient advocacy initiative in 17 countries- Developing an expert-led consensus report on cross-border health threats and launching the report in the European Parliament- Facilitating an expert advisory group on supported self-treatment in the context of self-management- Developing and launching a global patient organisation award in SEN and mental health

Responsible for the development and implementation of a sectoral engagement strategyProvide on-going and ad hoc advice and support on regulatory issuesSupport marketing strategy and the development of editorial campaigns

Developed and implemented engagement strategies at regional, national, and EU levels.Led the creation and communication of Association policy and EU influencing strategy.Lobbied key stakeholders, including parliamentarians, NHS commissioners, and executives, on health, social care, and research issues.Provided strategic political advice and capacity-building through regular staff training on influencing tactics.

Led development of College policy on professional standards, regulation, and service delivery.Lobbied government and key stakeholders on surgical policy issues, providing research and briefings to senior colleagues.Developed communication strategies to inform both internal and external stakeholders on policy developments.

Monitored EU legislation and market developments, providing briefings and reports for senior colleagues and American firms.Responded to business inquiries and advocacy issues from clients, offering timely and relevant support.Assisted with event organization, high-level visits, and maintained the US Commercial Service EU web portal.

Actively supporting high-profile events and projects in conjunction with other university departmentsMaintaining contact with alumni to advise them of university news and to solicit donations

Providing day-to-day management of 25 employees in a $3 million store. Implementing corporate policies and ensuring adherence to proceduresManaging business operations, including human resources, payroll, budgets, inventory and financial reporting

Attached to the Office of the Chancellor and Vice President, I supported the preparation and delivery of a multidisciplinary symposium: The Year of Reconciliation. My duties included administrative tasks, liaising with other departments, creating posters and flyers, and providing on-site support