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 application efficiency by 400% through CRM innovations, enabling increased application volume with fewer resources.- Designed donor tracking tools for seamless reporting, improving transparency and strengthening donor relationships.- Enhanced productivity and engagement in global remote teams by implementing tailored project management frameworks.💬 Add me on LinkedIn & send me a message👉 www.impactchangeconsulting.com📞 𝗙𝗥𝗘𝗘 30 min mini-audit call - https://calendly.com/impactchangeconsulting/30min_auditcall

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 over 𝟳𝟬% 𝗼𝗳 𝗽𝗿𝗶𝗺𝗮𝗿𝘆 𝘀𝗰𝗵𝗼𝗼𝗹𝘀 𝗶𝗻 𝗜𝗿𝗲𝗹𝗮𝗻𝗱, alongside 𝘀𝘂𝗰𝗰𝗲𝘀𝘀𝗳𝘂𝗹 𝗹𝗮𝐮𝗻𝗰𝗵𝗲𝘀 𝗶𝗻 𝗟𝗼𝗻𝗱𝗼𝗻 𝗮𝗻𝗱 𝗣𝗼𝗿𝘁𝘂𝗴𝗮𝗹. This contributed to 𝗮 𝘀𝗶𝗴𝗻𝗶𝗳𝗶𝗰𝗮𝗻𝘁 𝟭𝟵𝟮% 𝗴𝗿𝗼𝘄𝘁𝗵 𝗼𝘃𝗲𝗿 𝟮 𝘆𝗲𝗮𝗿𝘀, setting the stage for global expansion.𝗞𝗘𝗬-𝗔𝗣𝗣𝗥𝗢𝗔𝗖𝗛𝗘𝗦:• 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.• Implemented technology solutions to improve data management practices, promoting efficiency, growth, and expansion.• Analysed programme deliverability, identified best practices, and developed solutions to ensure client satisfaction and high-quality delivery.• Provided oversight and leadership for operations in different regions of action, ensuring consistency and excellence.• Lead training, mentoring, and onboarding initiatives to empower team members and drive success.• Conducted market research and analysis to identify the best markets and countries for expanding the Picker Pals programme.

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 team well-being.Guiding a global team of 11, I championed customer success initiatives that empowered over 𝟭 𝗺𝗶𝗹𝗹𝗶𝗼𝗻 𝘀𝘁𝘂𝗱𝗲𝗻𝘁𝘀 𝘄𝗼𝗿𝗹𝗱𝘄𝗶𝗱𝗲, achieving outstanding customer satisfaction and retention rates. Through data-driven strategies, I spearheaded projects that enhanced the user experience and contributed to 𝗮 𝟳𝟮% 𝗿𝗲𝘃𝗲𝗻𝘂𝗲 𝘀𝘂𝗿𝗴𝗲.Additionally, I fostered a collaborative and cohesive team culture, maintaining zero turnover during my tenure, while consistently delivering top-notch results and driving growth for the organization.𝗞𝗘𝗬 𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦:• 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. • I ran multiple projects focused on improving efficiency and team performance, resulting in staff & customer retention.

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 understanding and perspective.

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.