Quality Assurance and Special Projects Lead
Hale Education Group
Total years of experience :6 years, 8 Months
Assisting the Managing Director in all areas of the business. Responsible for delivering a quality product, driving sales, and
exceptional customer service.
Quality Assurance
* Tracking and vetting the quality of our service and overall deliverable product
* Ensuring that external and internal deadlines are met by all employees
* Providing feedback and support in all areas of the business where needed
Business Development
* Improving sales processes and streamlining operations with the businesses’ CRM
* Training and developing new sales associates
Strategy and Operations
* Responsible for integrating systems within the business and finding key operational systems
* Streamlining the business timeline of key events to improve quality of service
Special Projects
* Driving partnership with a UK admissions company to create a dual UK and US programme for students
*made redundant due to COVID-19*
Providing Business Support to social workers and children service employees across three London boroughs within a social enterprise and local authority environment. Ensuring statutory requirements are met for social workers, driving change, and providing a functioning service.
Strategy and Improvement
Creating pilots to drive technological change. Collecting quantitative and qualitative data to analysis impact from key stake holders
Influencing stakeholders to implement changes to key business support systems implementing digitalisation of signatures which reduced the risk of late payment of invoices.
Creating measurements of productivity for the Business Support frontline staff which resulted in savings of £27, 000 by not hiring
Recognizing that company culture is not embedded within the business and driving this forward with senior management
People Management
Arriving in a new post where staff morale and teamwork is low. Implementing team vision and values to ensure productivity is key for 5-8 employees
Performance management to improve productivity. By raising expectations and creating quantitative trackers in each department areas to ensure that the service remains effective and staff remain productive
Relationship Management
Improving relationships between Business Support and stakeholders across the business/
Influencing and negotiating with senior management to drive Business Support needs
Managed the largest tuition centre in the UK with over 400 children attending every week, with a total revenue of £100, 000 a month. Responsible for all areas of the business
Sales and Marketing
* Improved monthly conversion by 2% through reviewing sales pitches and conducting weekly workshops
* Increased sustainable yearly membership by 5% through exceeding sales, retention and conversion KPIs
* Developed relationships with schools and local communities that increased annual turnover by £6, 000
extra revenue a year
Recruitment and Customer Service
* Adapting the recruitment process and hiring ambitious and talented tutors improved customer service satisfaction survey by 20%, improved average monthly membership by 3 months, increased the referral
rate by 2.5% and lowered staff turnover by 10%
* Measured attainment levels and planned interventions which increased children’s progression rate by 3 months
Controllable Costs
* Reducing costs by 3.5% annually by adjusting internal spending on resources, creative socials
Strategy
* Quarterly business SWOT analysis to achieve KPIs and maintain overall business performance
School consulting
* Building relationships between government, private, and public schools within the community to enable us to help students
with any extracurricular activities, such as networking events for older students
* Attending schools within the borough and consulting on teaching methods, 11+ curriculum, and exam techniques
* Holding national maths and literacy competitions for 120 children resulting in a record 80% engagement rate of schools
within the London Greenwich borough
Launched the start-up enterprise through liaising with schools and charities to enable disadvantaged children the opportunity to network with professionals within the micro-finance industry.
Organised a key launch event which enabled the start up to gain substantial traction within the industry. Hosted Nobel Peace Prize Laurate, Professor Muhammed Yunus, Curator of Micro-finance.
Key note speech, book signing, Q&A and networking drinks.
Through live streaming the entire event on the hosts Facebook, this created media attention that gained crucial investors.
Marketed and sourced 200 attendees, which enabled £2000 donated to various charities.
Sourced sponsorship input of £2, 000 through contacting similar start-up charities that needed exposure
Promoted within 6 months
• Managed high perfuming areas woman’s clothing, children’s clothing, and food
• Increased sales performance in departments by 5-8%
• 6X Mystery Shopper Award
Advanced quantitative and qualitative research • Sociological Analysis; Sociology of Mafias; Political Sociology and Social Research Methods • Final Thesis: How anger and anxiety affected the UK vote on Brexit. Conducted qualitative interviews with the variable of age range. Findings were that anger and anxiety affected decisions to vote on how information was processed by voters, and how information was received by politicians/media. These emotions also influenced how voters communicated with each other by creating a shut-down of communication if they were on opposite sides of the vote