• Leading internal and external communications on client/internal progress, results, and initiatives. • Managing all key activities on the assigned accounts and maintaining detailed notes and/or written summaries of all key meetings and internal projects. • Holding periodic calls with customers, to review their satisfaction and evaluate possible readjustments, enhancements, or implementations that could improve their experience.• Using insight to assess the customer’s level of satisfaction.• Initiating new business opportunities which may include horizontal integration, additional licensing, new product usage (Connector, Portal, API, etc.), and new client referral. • Organizing internal team check-ins/meetings regularly if needed and ensuring meetings/check-ins are documented and made available to the team.• Collaborating closely with the Business Development and Solutions Architect teams to reach account goals and successfully drive strategy.• Overseeing that outstanding technical support tickets are treated appropriately. • Being the main point of contact for most customer inquiries, rerouting them to the appropriate team (such as Business Development or Technical Support) if necessary. • Interacting with product teams to be aware of new system functionalities and their use cases, to constantly evaluate if they should be offered to the customers.

• Measured and improved the implementation of guidelines, production, and project management. • Onboarded new clients, establishing bespoke processes and workflows, delivering web system training, and leading internal teams. • Collaborated with department heads for decision making and goal setting.• Cooperated with Localization Engineers, Software Developers, and Machine Learning Engineers, leading efforts for developing AI/MT systems and introducing automation in the production environment. • Built and maintained online knowledge bases to aid production teams. • Recruited employees and developed online training courses. • Supported the sales team in the completion of RFP's and RFI's. • Designed an approach to safely implement Neural MT in high-value Life Sciences content without jeopardizing quality, achieving 20% immediate cost savings projected to reach 40%, processing more projects using MT. • Managed a contract extension with a key client by two years, achieving 20%+ cost savings by deploying MT in the localization workflow for technical documentation. The client presented the workflow and results in an internal corporate program named "operational excellence" to promote the adoption of new technologies. • Successfully deployed software connectors and automation in production work that drove a 40% reduction in project preparation time and minimized risks for errors in client quotations. • Transformed QMS policies and promote their implementation. • Redesigned RCA and CAPA processes, reducing the completion of corrective actions and response times by 50%. • Completed multiple onside audits by regulatory authorities and significant corporate healthcare clients in 2019. • Become a member of the Life Sciences Industry Forum (LSIF), contributing to knowledge sharing by leading a working group and moderating discussions among several LSIF peers about AI in Localization and MT.

• Led internal production teams and operations related to corporate accounts under NLG's Industry verticals, including automotive, energy, power generation, and heavy equipment.• Oversaw operations and drove process groups, including project, client, and supplier services, to meet time, budget, and quality objectives. • Key contact for developing strategies for multi-national clients and presenting reports to clients, corporate office, and peers on project status, escalating issues, and evaluating the necessary support. • Analyzed risk in client set up, internal client team, big scale, or out-of-the-ordinary projects, defining mitigation actions of identified threats. • Ran RCA/CAPA processes to address complaints, including writing CAPA reports and ensuring proper implementation of corrections and derived remedial measures. • Teamed with the Quality and Regulatory Manager to ensure the vertical's compliance with ISO and QMS procedures. • Established new MT workflows and post-editing best practices, an innovative undertaking in the industry at the time. • Delivered supplier training on the post-editing of machine translation, enabling the use of MT in less than a month. • Increased profit by 40% by deploying MT in the localization workflow of key automotive clients. • Onboarded 60+ client review users to the Online Review System, providing training, support, and troubleshooting. • Increased account revenue by 75% via the establishment of connections and collaborations with a new division of a key Automotive client, transforming annual sales of €250K to €1M.• Drove a 10% productivity increase by developing production teams, re-organizing structure, and business procedures.• Mentored, inspired, and motivated team members to improve efficiency, performance, and evolve in senior roles.

• Served as primary client contact for quote preparation, solutions provision, and continuous improvement initiatives, managing all client communication while acting as a liaison between assigned clients and NLG's Language Technology team for the implementation of new web-based systems and tools. • Simultaneously controlled multiple projects, directing timelines and quality, including stakeholder responsiveness. • Achieved 35% account growth by expanding the range of services offered and attracting more client divisions. • Led design and development initiatives of custom tools and automation, from file parsers/converters to complete web apps for several stakeholders, liaising with the software team to streamline procedures and contribute to client commitment. • Reduced translation costs and turnaround time by 40% by deploying MT engines for the translation needs of the Training Division of a prominent Automotive Manufacturer into seven main EU languages. • Established approved corporate terminology for marketing and technical training documentation of a prominent Automotive Manufacturer into 21 EU languages. • Designed an improved Translation Memory update strategy for a client to maximize content reuse, cost savings, and consistency across digital assets for multilingual audiences. • Designed a structured model for the translation of digital assets (eLearning, Quick Guides, eGuides), maximizing content reuse for consistency across all products, and reduced translation costs, driving a cost saving of 65%. • Developed new and entry-level PMs through coaching opportunities and creating methodologies, tools, and supporting material to improve the project management process.

• Managed end to end localization projects, collaborating with internal client team members, Project Managers, Account Managers, external suppliers, and internal departments, including Vendor Management and Language Technology. • Supported the Account Manager in quote preparation and cost estimation. • Established a centralized translation and review process for e-learning training documents for a major automotive manufacturer and its European subsidiaries, reducing cycle time by 60%. • Onboarded over 120 new client review users from 24 EU countries to NLG's Online Review System, training system features, supporting the review process, and troubleshooting. • A key contributor to improve the technology flagship, the Online Review System, a web-based tool for clients to streamline the in-country review process. • Received positive feedback for the improved functionality of the Online Review System. • Acknowledged by key stakeholders for contributing to project success, resulting in promotion to Account Manager and assuming leadership for the whole account and an internal team of 4 Project Managers.• Excelled in the use of CAT, QA, and other production-related tools. • Safeguarded accuracy in deliverables by staying up to date with developments in the translation and localization industry, including technology, solutions, services, workflows, trends, and competitor news. • Delivered high levels of client, stakeholder, and supplier satisfaction by identifying, compiling, and resolving project-related questions, issues, or disagreements.