Sofia Sanina Email & Phone Number

France

Transforming operational challenges into scalable, impactful solutions for businesses and non-profits.𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀:- Engineered systems that drove Picker Pals’ 192% growth, scaling operations across Ireland, England, Portugal, and France. Expanded the program to 5,500+ classrooms, covering over 72% of primary schools in Ireland.- Boosted funding.

County Dublin, Ireland

• Directed global growth initiatives, focusing on operational efficiency, resource maximisation and alignment with company vision and goals.Guided the successful implementation and delivery of the Picker Pals program to.
• Implemented cost-efficient, technology-driven solutions to facilitate the expansion of the Picker Pals programme
• Developed and deployed a Fundraising CRM system with integrated features and automated processes, promoting time efficiency and significantly enhancing outreach to funders.
• Cultivated strategic partnerships with suitable organisations to facilitate programme expansion and reach new audiences.
• Lead the implementation of technology solutions to support the delivery of the Picker Pals programme in each country at a larger scale.
• Optimised processes, streamlined workflows, and implemented best practices to enhance productivity, efficiency, and cost-effectiveness.

• Guiding the implementation of projects to boost operational excellence and readiness for growth.𝗞𝗘𝗬 𝗔𝗣𝗣𝗥𝗢𝗔𝗖𝗛𝗘𝗦:
• Leading operational initiatives to maximise efficiency and performance in a remote setting
• Crafting strategic policies and implementing technology solutions to align with organisational goals
• Implementing technology solutions
• Spearheading recruitment, training, and onboarding efforts while driving process enhancements
• Cultivating strategic partnerships to expand the Picker Pals program

County Dublin, Ireland

• Leading Picker Pals Expansion in Portugal.𝗞𝗘𝗬 𝗔𝗣𝗣𝗥𝗢𝗔𝗖𝗛𝗘𝗦:
• Launched Inaugural Picker Pals Pilot Programme at Ericeira Carvoeira Primary School
• Cultivated Partnerships with Schools and Educators to Introduce the Picker Pals Initiative
• Enrolled 15 Classes for the 2022/23 Academic Year
• Conducted Extensive Research and Forged Strategic Partnerships to Drive Picker Pals Growth in Portugal

100% Remote

• As a multilingual (English, Portuguese, Spanish) customer-focused success manager, my role at KnowHowDo centered on leading fully remote customer success and support teams while ensuring exceptional performance and.
• Under my leadership, we provided support to over 1M students from more than 150 countries, achieving a 4.8 review score on Trustpilot, 92% NPS & 86% CSAT.
• I built and led a customer-centred culture, conducting several projects on overall client advocacy, improving UX, and promoting customer retention.
• I built all data analysis reports and dashboards to measure customer success metrics, gain insights and identify opportunities to increase customer satisfaction, loyalty, and retention.
• In 2020, over a 1-year span, we achieved a retention rate between 13% and 36%, reduced churn by 2% compared to 2019, increased the number of retained customers by 162%, and saw a 72% growth in revenue.
• Over a span of 5+ years, I built and led a team of 11 with zero turnover. I managed all aspects of recruiting, training, mentoring, coaching, and provided strong leadership to ensure team success.

100% Remote

My first remote role. I started as a customer happiness specialist and worked with sales strategies to improve revenue and business growth. Moved to Customer Happiness Manager and did full recruiting, training, mentoring, and coaching to hire new customer happiness team members.Personally invited by co-founder to join his new business (KnowHowDo).

Taking a sabbatical year, I dedicated myself to studying mindfulness and awareness meditation while volunteering for various initiatives at the Amaravati Buddhist Monastery and Chithurst Buddhist Monastery, also known as Cittaviveka. What started as a brief break unexpectedly evolved into nearly five years of deep immersion, profoundly transforming my.

Directed B2B client relations, managing the accounts and import/export logistics for Portuguese, Spanish, and South American markets, ensuring prompt and efficient delivery and client satisfaction.

For a year, I immersed myself in travel and volunteering with NGOs, offering assistance to communities in need, from medical services to essential supplies. Working alongside doctors, dentists, researchers, therapists, and innovators, I gained invaluable insights that deepened my understanding of humanity and inspired my commitment to global impact.