I am honored to serve in a dual capacity as the Chief of Staff and Relationship Officer at BROADMIND. In this role, I facilitate effective internal coordination while managing relationships with external stakeholders. My responsibilities ensure smooth operations and foster strong connections with customers, employees, partners, investors, and the community.My goal is to boost organizational efficiency and fortify relationships to propel BROADMIND's growth. Aligning our internal efforts with external partnerships, I foster an environment where both employees and stakeholders can thrive.Key Responsibilities:Relationship Management:• Cultivate and sustain relationships with key partners to achieve organizational goals.• Manage external communications to maintain a positive public image.Strategic Leadership and Internal Coordination:• Collaborate with the CEO and C-suite to align strategies with our mission.• Enhance internal communication to ensure effective strategy implementation.Team Management and Development:• Lead strategic internal projects and boost team motivation and efficiency.• Support executive office operations, promoting high performance.Stakeholder Engagement:• Develop strategies for engaging investors and community leaders.• Represent BROADMIND at major industry events.Corporate Communications:• Direct comprehensive communications strategies, including public relations and branding.• Ensure communications align with our values and objectives.Crisis Management:• Serve as the primary contact for crises impacting operations.• Develop solutions to complex internal or external challenges.Performance Monitoring:• Evaluate the success of relationship strategies and adjust as needed.• Report to the CEO and board on strategic outcomes and plans.

Key Responsibilities:Strategic Management:• Act as a strategic advisor to the CEO, participating in the formulation and execution of organizational strategies.• Facilitate and streamline executive decisions and priorities, ensuring alignment with the organization’s long-term goals.• Coordinate the execution of strategic initiatives, ensuring consistency with organizational goals.Leadership Support:• Manage communications and act as a liaison between the CEO and other executives, board members, and external partners.• Prepare and coordinate the agenda for senior management meetings and off-sites, ensuring all materials are provided in advance.• Follow up on action items from meetings on behalf of the CEO to ensure timely and effective implementation.Operational Oversight:• Oversee and ensure the smooth operation of the daily administrative and operational functions of the executive office.• Monitor key projects and initiatives for progress against goals, providing support and resources where necessary.• Manage special projects assigned by the CEO, providing project leadership and cross-functional coordination.Communication and Reporting:• Facilitate internal communication strategies to enhance transparency and information sharing across the organization.• Prepare executive updates and reports for the CEO on organizational progress and project statuses.• Represent the CEO in meetings and forums as required.Team Management and Development:• Lead and mentor staff in the executive office, promoting a culture of high performance and continuous improvement.• Identify training needs and opportunities for team development.Policy and Procedure Implementation:• Assist in the development, implementation, and enforcement of organizational policies and procedures.• Ensure compliance with regulatory, legal, and professional standards.

Key Responsibilities:Executive Support:• Provide high-level administrative support to the executive team• Prepare and edit correspondence, communications, presentations, and other documents on behalf of executive leadership.• Manage, organize, and maintain files and records of important documents.Human Resources Support:• Assist in the recruitment process by posting job ads, screening candidates, scheduling interviews, and preparing employment contracts.• Support the onboarding process for new hires and assist with employee orientation to foster positive attitudes toward organizational objectives.• Maintain employee records (attendance, EEO data etc.) according to policy and legal requirements.• Help address employee relations issues and gather documentation and reports on workplace complaints or incidents.Communication:• Serve as the point of contact between executives and employees, contributing to better organization and planning.• Enhance office and interdepartmental communication by distributing information and scheduling presentations.

Essential/Primary Responsibilities:Executive Support- Assist the President/CEO with daily administrative duties and completes a broad variety of administrative tasks that include managing an active calendar of appointments; completing expense reports; composing and preparing correspondence; arranging complex and detailed travel plans, itineraries, and agendas, and compiling documents for meetings.- Communicate with the general staff on the President/CEO’s behalf and coordinate logistics with high-level meetings both internally and externally. Coordinate meetings and strategic activities with the SLT, The Management Team (TMG), and members of TGBS staff. - Communicate directly and on behalf of the President/CEO with Board members, donors, foundation staff, and others on matters related to programmatic initiatives as directed. - Conduct research on prospective corporate partners, vendors, or clients to identify and evaluate current needs and assemble materials needed for the proposals.- Drafts reports, letters of solicitation, and proposals- Support the President/CEO in her external commitments related to TGBS, including service on external boards, committees, and other groups.HR Support- Administratively support HR director (recruiting support, documents formatting, surveys set up, and other administrative tasks), drafts emails and other TGBS correspondence as directed.

As Head of Customer Success,I encouraged the necessary changes for the improvement of the operating and organizational efficiency of the customer support team through continuous improvement of the customer experience leaning on the formulation and constant improvement of the approaches and strategies applied by the team. Collaborated closely with the creative department to not only serve up to the standards of our clients but the final consumer as well. • In charge of creating guidelines and workflows for three different projects, onboarded customers as they transitioned from testers to sales prospects to active users of products and services.• Focused on customer loyalty and building close long-term client relationships, • Screening, selecting, interviewing, hiring, onboarding, and training talent for customer service. • Bridge the gap between the creative department and customer support in order to achieve a fully functional product• Ensure customers and clients get fast time-to-value• Keep customers engaged and regularly using products provided by our clients and associates• Build customer loyalty and reduce churn• Keep a "high-level view" of the entire support and creative process• Advocate for customers• Foster a customer-centric team environment• Resolve all final customer issues, doubts, or concerns.

Promoted from Executive Assistant to the CEOs to Assistant Operations ManagerAfter demonstrating exceptional performance as Executive Assistant to the CEOs—one based in the USA and the other in Europe—I was promoted to Assistant Operations Manager. In this expanded role, I provided administrative and clerical support across all departments, with a strong emphasis on assisting the Business Development team. Key responsibilities included:• Entity Formation & Market Research: Conducted in-depth research to identify ideal countries for establishing new business entities. Played a pivotal role in forming entities in Bulgaria, Lithuania, and the Isle of Man by coordinating legal and compliance processes, liaising with local authorities, and preparing necessary documentation.• Strategic Planning Support: Actively participated in strategic planning meetings, contributing insights and recommendations for financial decisions and operational strategies.• Report Preparation: Prepared detailed reports, spreadsheets, briefing notes, and correspondence materials to support decision-making and business growth initiatives.• Executive Support: Managed calendars, coordinated diaries, and screened phone calls for senior executives, ensuring smooth daily operations and time management.• Documentation Management: Transcribed meeting notes, drafted official correspondence, and securely archived confidential documents, maintaining 100% compliance with organizational standards.• Customer and Client Support: Provided high-quality support to customers and clients in person, over the phone, and via email, fostering strong professional relationships.• Operational Coordination: Facilitated communication between staff and managers to prioritize operational goals, ensuring efficient execution of tasks.• Recruitment & Onboarding Assistance: Supported hiring initiatives by coordinating interviews, managing onboarding processes, and maintaining accurate personnel records.

Executive Support• Managed complex calendars, scheduling meetings, appointments, and travel for the CEOs.• Coordinated and prepared materials for high-level meetings, including client presentations and board discussions.• Acted as a gatekeeper and liaison, prioritizing communications and ensuring timely responses on behalf of the CEOs.• Prepared and edited correspondence, reports, and confidential documents.Operational Management• Oversaw daily office operations, ensuring efficiency and alignment with the firm’s priorities.• Monitored and managed project timelines, deliverables, and follow-ups to keep the CEOs informed.• Assisted with financial processes such as expense reporting, budget tracking, and invoice approvals.Client Relations•Maintained professional relationships with key clients, responding to inquiries and scheduling consultations.• Supported the CEOs in building and nurturing business relationships through targeted communication.HR and Team Coordination• Assisted with recruitment coordination, onboarding of new employees, and maintaining HR records.• Organized team events, meetings, and employee engagement initiatives.Travel and Event Planning• Planned and executed travel arrangements, including flights, accommodations, and itineraries.• Coordinated company events, conferences, and networking opportunities for the CEOs.Administrative Support• Managed internal systems to maintain records, track deadlines, and organize files for seamless accessibility.• Handled ad hoc requests, ensuring immediate support for any emerging needs.• Maintained confidentiality of sensitive information and handled it with discretion.

• Screen and recruit professional writers and photographers to be part of a restaurant appreciation club.• Onboard around 10 people each month, until we had a solid team of content creators.• Create behavior guidelines and protocols to ensure all project members had a clear understanding of their tasks.• On another note, I also had to schedule the visits to the different restaurants and follow up before, during, and after each visit to make sure articles were published on time meeting and exceeding expectations.• Constant follow-up with writers and photographers through different communications channels to ensure they were on top of their schedule and monitor suggestions, questions, doubts, or concerns

• Planned and executed departmental budgets.• Come up with effective strategies to enhance the project’s financial health.• Recruited quality employees to provide high-quality customer support.• Motivated and supervised employees.• Evaluated the performance of my assigned agents, delivering positive and/or negative feedback, and addressing any shortcomings.• Designed and implemented team policies, procedures, goals, and objectives.• Evaluated and reported on department metrics to upper management on a weekly basis.• Developed strategies to improve department metrics and performance.• Improved the work environment and operations of my department and the organization as a whole.

• Ensure we were compliant with HIPPA regulations at all times. • Plan and review compensation actions; enforce policies and procedures• Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and client-service standards; resolve problems; complete audits; identify new insurance companies’ trends, and more. • Develop, implement, enforce, and evaluate policies and procedures in order to bill clients effectively and collect payments timely.• Analyze and improve organizational process and workflow, employee and space requirements, and equipment layout; implement changes.• Maintain a safe and healthy work environment by establishing, following, and enforcing standards and procedures; complying with legal regulations.• Accomplish operations and organization mission by completing related results as needed• Meet or exceed operations labor budget expectations.• Manage staff levels, wages, hours, and contract labor to revenues.• Responsible for all aspects of vehicle and heavy equipment rentals.• Manage relationships with key insurance companies, clients, and vendors.• Track vendor pricing, rebates, and service levels.• Review and approve all operational invoices and ensure they are submitted for payment• Serve as the primary point of contact when client issues related to service were incorrectly billed on our end and already processed by the insurance company. This includes also accidents and mishaps on-site with team members.• Communicate medical provider issues to the CEO and devise ways of improving the medical provider experience, including resolving problems and complaints.• Work closely with the CEO and the management team to set and/or implement policies, procedures, and systems and follow through with implementation.

After about a year of working in customer service, I was considered for a Recruitment position, but before I had to showcase my social and organizational skills by covering the Receptionist position. After two weeks I started to collaborate with the recruitment department where my duties were the following:• Evaluated applicants by discussing job requirements and applicant qualifications with managers; interviewed applicants on a consistent set of qualifications.• Ensured regulatory aspects of the full cycle recruitment process is compliant with federal and state legislation.• Maintained effective relationships with social and professional networks to source qualified candidates.• Performed searches for qualified candidates according to relevant job criteria, using computer databases, networking, Internet recruiting resources, and employee referrals.• Maintained good customer relations by handling all customer service inquiries, concerns, and issues, and ensuring consistent quality.• Facilitated new hire orientations and pretraining with temporary staffing employees for a proper transition to the assignment.• Counseled temporary employees relative to attendance, productivity, and overall job performance.• Maintained accurate employee files and appropriate pre-assignment paperwork.

- Manage large amounts of incoming phone calls- Generate sales leads- Identify and assess customers’ needs to achieve satisfaction- Build sustainable relationships and trust with customer accounts through open and interactive communication- Provide accurate, valid, and complete information by using the right methods/tools- Meet personal/customer service team sales targets and call-handling quotas- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure the resolution- Keep records of customer interactions, process customer accounts, and file documents- Follow communication procedures, guidelines, and policies- Take the extra mile to engage customers