Core responsibilities included:Managing a team of 50+ tutors: - Delivering our Tutor Training program- Being the agency’s first point of contact for tutors & teachers, frequently advising on useful resources and tutoring tips- Collaborating on learning plans for each new student- Assessing new tutor applications and interviewing new tutors personally- Initiating relationships between client and tutorClient Management (100+ clients):- Responsible for onboarding new clients & client-tutor matching process- Scheduling regular check-ins with clients, to receive ongoing feedback on our tuition services.- Offering educational consultancy services: advice on selective schools in London, exam preparation and best home learning resources.Key Accomplishments:- Creating and implementing a new and improved Tutor Onboarding process - resulting in a faster yet more comprehensive onboarding, which also facilitated a quicker tutor-client matching process with better results, and thus an uplift in client retention.- Designing and creating a digital ‘Tutor Pack’ - improving quality of tuition, as well as tutor satisfaction, confidence & ultimately retention.- Transitioning our client & tutor base to online-learning quickly and effectively during the pandemic.In summary, the optimisations and time savings made on everyday tasks allowed the company to spend more time on high-value, growth-orientated tasks: e.g. more regular client check-ins to improve client satisfaction and dedicating more time to implementing a long-term marketing strategy.

My recent work in Madrid has added many professional skills to my skill set, with initial responsibilities consisting of advertising, administration duties, and researching pricing and other market knowledge to prepare the most efficient and professional service possible, all of which required a high level of self-organization and persistence.When established, I offered a multilingual and flexible service in order to cater to more than 20 client’s needs, prepared customers for internationally accredited exams and made sure to keep on top of administrative duties such as payment plan management and new customer intake, which included responding to any queries and undertaking language evaluations.In a competitive sector and in spite of a high quantity of professional academies, I managed to provide a service that gained a 4.9 / 5 average rating among my clients on the popular website ‘TusClasesParticulares’, often citing the high levels of professionalism, preparation and bespoke nature of the classes.

As well as fulfilling the same duties as those of IAA UK, on auction days I was responsible for operating the online salesroom, relaying information between colleagues where there was a language barrier, and aiding new colleagues in our international team with auction-day duties.

I was responsible for a variety of duties for IAA, principally using my language skills to translate foreign autographical documents for our biannual auction catalogues, and phone bidding in Spanish and French for international clients. I was also responsible for dealing with general client queries and complaints in person. Throughout my time there, I gathered a base of phone-bidding customers who explicitly asked for my assistance on auction days due to my customer service.