Feb 2019 – Aug 2024 · 5 yrs 6 mos · London, United Kingdom

• Responsible for both leading and managing all business activities and business strategies and effectively motivating staff to ensure a high quality of work and customer satisfaction.
• Implementing strategies for the development of the business, working closely with the Directors to increase profitability.
• Successfully developed key accounts and brought in new accounts to the business through industry connections, increasing revenue and introducing new revenue streams.
• Introduced key account performance data analysis process.
• Overseeing day-to-day operations, ensuring all services are provided to the highest standards.
• Assessing staff performance and deciding on and implementing necessary changes to structure and division of responsibilities amongst staff.
• Successfully delivered British Council certification.
• Recognised for strengths in: Management objectives and planning, Communication, Process & system review, Safeguarding policy, Safeguarding process implementation and training, Procedures for identifying and efficiency in resolving client problems.
• Introduction of a Standard Operating Procedure system and staff training manual to increase operational efficiency and standard.
• Close work with the Finance Manager to successfully implement financial tracking systems and processes, aged debtors reports, manage costs, and analyse management accounts.
• Ongoing assessment of product performance.
• Successfully implemented a client satisfaction feedback system to track customer satisfaction.
• Managing and developing client relationships and resolving escalated service issues
• Representing the company at both domestic and international workshops, fairs, conferences, client/supplier functions and events.
• Designated Safeguarding Lead (DSL) and Prevent Lead.
• Overall responsibility for regulatory and accreditation compliance and staff training in these areas.

Jan 2018 – Dec 2018 · 11 mos · United Kingdom

• Responsible for both leading and managing all operational aspects of the company Young
• Learners Programmes in the UK, Malta and Ireland and managing the company complaints resolution team.
• Leading teams in the delivery of the YL experience and product, as well as ensuring financial and commercial management; resource planning, talent management and a firm focus on customer service quality.
• Responsible for optimising the Operational team performance through effective performance management, building an effective, motivated and accountable team and a solid succession plan.
• Ensuring all internal and external (local legislation, authorities and accrediting bodies)
• compliance requirements are met, with accreditation of the highest
• order obtained on inspection.
• Responsible for implementing the right mechanisms to ensure the welfare of students & that consistent excellent customer service is delivered in all aspects of the customer experience.
• Designated Safeguarding Officer for Young Learners with responsibility for all aspects
• of Safeguarding at all sites in the UK, Malta and Ireland.
• Leading and working with the Operation teams in the UK, Malta and Ireland to ensure efficient use of resources in all aspects of the programmes.
• Assisting the Young Learner Director in the preparation of and responsibility for the successful delivery of budgets in the UK, Malta and Ireland, continual tracking of
• financial performance, implementation of remedial actions, and the delivery of agreed financial, academic and customer KPI’s.
• Overseeing the management of the personnel function of the UK, Malta and Ireland centres, including recruitment, payroll, H&S, employee administration and
• benefits.
• Management of the company complaints resolution team ensuring client complaints are tackled & solved within agreed time frames, guaranteeing the interests of the company are protected and ensuring student & partner clients are dealt with in a professional & effective manner.

Jan 2016 – Jan 2018 · 2 yrs

• Reporting to the COO and working closely with the Compliance Director, responsible for management of operational projects across the business and accreditation, safeguarding, visa and H&S compliance. Creation and line management of new customer service team. Responsible for developing operational processes and policies together with the compliance director and regional Directors of Operations. Tasked with ensuring compliance in health and safety, child protection, visa, and accrediting body regulations.
• Successfully project managed EC’s Orange Carpet Experience from conceptualisation to roll out stage. Silver Winner of the UK Customer Service Awards 2016.
• Effectively project managed the redevelopment and roll out of EC’s SOPs and continued management of the same.
• Wrote and inputted into group wide policies and official documentation.
• Created and managed a weekly operational newsletter containing all important notices, reducing mail volume to centre management, ensuring accuracy of internal coms, acceptable timeframes, and giving oversight to senior management.
• Created and managed EC’s new Customer Support Team and process, improving the client experience and ensuring issue resolution was tracked and meeting set KPIs.
• Point of contact for advice on visa, has, safeguarding compliance etc.
• Group wide procurement to reduce costs through utilising the buying power of the group.
• Trainer, delivering training on: H&S, Accreditation compliance, Safeguarding, SOPs, Crisis Management etc.

Jun 2015 – Jan 2016 · 7 mos

• Reporting to the COO and Director of Operations for Europe/South Africa
• Successfully project managed the initial phase of EC’s Orange Carpet Experience together with external customer service consultants.
• Created and managed EC’s 1st summer airport team, providing an effective greeting service for UK junior arrivals, significantly improving student experience and reducing issues. The process was then integrated into young learner operation.
• Standardised, developed and improved group wide documentation.
• Procurement in terms of negotiating group wide energy and supply deals to reduce costs.
• Conducted internal audits of UK young learner programmes.

Apr 2012 – Jun 2015 · 3 yrs 2 mos

• Responsible for the operational management of the centre, in conjunction with the Centre Director. Line management of junior programme staff, customer service and social programme departments including recruitment, objective setting, appraisals, employee engagement and staff development. Developing operational processes and reviewing of student evaluations to close the loop on customer feedback. Facilities, security and maintenance management.
• Tasked with ensuring compliance in health and safety, child protection and accrediting body regulations.
• Successfully project managed and ran the centre’s first junior summer programme.
• Created a junior programme operations management pack for group wide use.
• Managed and developed the activity programme at EC Bristol, increasing revenue.
• Set up and held Worldwide Operations Manager peer group meetings to share best practice and provide support to colleagues.
• Developed procedures and processes to streamline and improve internal centre operations:
• o Introduced EPOS system
• o Rewrote and set up new procedures and processes for Under 18 students(Highlighted as excellent in 2015 ISI inspection)
• o Set up school intern programme including the creation of documentation pack from recruitment to
• assessment.
• Established strong working relationships with peers, sales, admissions and CSR departments and external partners.
• Negotiated deals with suppliers and service providers to reduce operational overheads and source the best deals for the group as a whole:
• o Negotiated and set up a corporate deals with various service providers.
• o Renegotiated supplier rates for UK EC Centres, consolidating and reducing costs.
• Actively worked to develop relations and reputation with agents to enhance the school profile.
• Provided extensive real time IT support to the academic and administration departments of the centre.
• PCI compliance officer
• Designated Health and Safety, Fire & First aid officer for the centre.
• CSR Champion

Apr 2012 – Sep 2012 · 5 mos

• Programme Manager for EC Bristol's first junior summer programme at the University of the West of England.
• Successfully project managed and ran the centre’s first junior summer programme, establishing the reputation of the centre and building excellent relationships with campus representatives and agents alike.
• Created a junior programme operations management pack from the ground up and shared the same between the UK Operations managers and online operations manual development coordinator for group wide use.
• Established strong working relationships with external partners.
• Actively worked to develop relations and reputation with key young learner agents to enhance the programme profile.
• Achieved high levels of customer satisfaction.

Jan 2012 – Jan 2012 · 0 mo

• Instruction of group and individual classes of pre-intermediate, intermediate and predominantly IELTS preparation. Assessment and planning of study schedules, materials and student placement to meet independently set and overall curriculum deadlines.
• Achieved continual high customer satisfaction.

Sep 2008 – May 2011 · 2 yrs 8 mos · Chania, Crete. Greece

• Instruction of group and individual classes from beginner to Proficiency, young learners to adults. Extensive experience of teaching and advising University students and young professionals in preparation for overseas study. Assessment and planning of study schedules, materials and student placement to meet independently set and overall curriculum deadlines.High pressure and intensive course exam preparation as well as study and compliance with protocols of the CEFR and
• various international examining bodies.
• Achieved continually high pass rates and customer satisfaction.
• Experience in recruitment of students for language holiday placement within the UK.
• Advisory capacity for junior staff members and company representative at conferences and examination seminars.

Sep 2004 – Aug 2008 · 3 yrs 11 mos · Megara, Attiki. Greece

Jan 2003 – Jan 2007 · 4 yrs

• Centre director responsible for management of summer language centre.
• Organisation of full group and multiple section excursions and logistics. Overseeing of student groups of up to 200, activity leader groups, teaching staff and support staff. Company liaison between the three primary stakeholders of the organisation. Role included 24 hour on call emergency and crisis management. Conducted appraisals of all members of teaching staff, group director, senior teacher, centre staff
• and centre facilities.
• Developed a strong working relationship with Key agents.
• Achieved excellent feedback in customer satisfaction and improved employee engagement and staff retention.
• Continued and sustained highly successful programmes over a five year period.
• Developed processes and procedures.