OBJECTIVE
Experienced and accomplished operations manager with over seven years of business management experience looking to leverage proven leadership and performance management competences complemented with extensive background in translation, business development, strategic planning and customer service into a management position with a company that will see value in my varied experiences. Committed to the highest standards of ethics and professional integrity, which translates into the ability to build long-term relationships and drive the performance of managed teams.
WORK EXPERIENCE
09.2012 – present
Lacrosse Language Consultancy sp. z o.o. sp. k.
Chief Operating Officer
Comprehensive business management, responsible for all aspects of managing company operations including business planning, budgeting and financial management, project management, human resource management, marketing and business development.
Operations and business management: Collaborates with the management to prepare annual business plans and ensure meeting financial targets in all departments, analyses service trends and customer satisfaction to ensure maximising business development opportunities. Capitalised on the implementation of an EU-funded project and customer relationships management platform to realise cost savings across organisation, modified and standardised business processes and project management to enhance their effectiveness.
Human resources and performance management: Responsible for recruitment and induction of new staff as well as regular performance assessment. Directly supervises a total of 15 employees, manages contracts and payroll. Selects external training providers, provides coaching in customer service and project management.
03.2011 – 08.2012
Head of Sales
Overall responsibility for new business development and achieving annual sales targets.
Customer service and sales: Analysed market data to develop sales plans and tactics aimed at achieving agreed gross margin targets. Facilitated development of key accounts, guided a team of three sales associates to boost new business. Represented the business at conferences and networking events, participated in business meetings and negotiated contracts, prepared offers and bids.
Human resources: Recruited and trained sales associates in customer service and sales skills, instituted a performance management programme and conferred with the management to establish an incentive scheme for the sales team, managed contracts with staff.
09.2007 – 02.2011
ELT Banbury Ltd. (L2 Language Consulting Sp z o.o.)
Director/Head of International Operations and Sales
Managing operations of the two educational establishments in the UK and overall responsibility for sales and marketing.
Business management: Acted as the company director, managed the business takeover process and all aspects of company operations, developed and oversaw the execution of the annual sales strategy, restructured company organisation to bring it in line with the mother company’s mission and values, reviewed business processes to ensure compliance with industry standards and maximise profitability, represented the company at trade fairs and conferences, gained a recognised industry accreditation.
Human resources and performance management: Reviewed and re-signed all staff contracts under new management, recruited key operational and sales personnel, introduced work policies and standardised procedures to ensure local law compliance, developed a performance management programme to include review cycles, bonus schemes and a continuous development programme, carried out and maintained risk assessments.
Course development: Analysed the company’s course offer against market research results, established profitability targets for particular training types, analysed resource utilisation, including rooms and equipment, teaching personnel, academic support personnel, conferred with management to redesign the course offer, liaised with the director of studies and oversaw aspects of course programme development.
07.2007 – 08.2007
ELT Banbury Ltd. – Head of Summer School
01.2006 – 07.2007 (acting manager until 05.2008)
Translation Agency Manager
L2 Language Consulting Sp z o.o
Responsible for market research and setting up of a new business unit including human resource management, developing a short and long-term business and sales strategy, presenting the new range of services to existing clients of the company (cross-selling), new business development and marketing.
09.2005 – 12.2005
Project Manager/Proofreader
07.2002 – 08.2002 and 07.2004 – 08.2004
Concorde International – Social Leader (work experience)
03.2011 – present
Paulina Golba Perfect Communication – Owner
EDUCATION
Warsaw School of Economics, Warsaw, Poland – Postgraduate Management Studies
06.2010 – 09.2011
Developing advanced knowledge and skills in a range of business functions, including but not limited to human resource management, accounting and finance, organisational behaviour and organisational strategy, business development.
Warsaw University, Warsaw, Poland – Master of Arts, English Studies
10.2002 – 09.2007
Major in linguistics and translation, received academic scholarship.
SKILLS
Technical Ms Office (Word, Excel, PowerPoint), OpenOffice, memoQ server, Plunet CRM platform, ABBYY FineReader, iMovie, driving licence (B category)
Personal Leadership, cultural awareness, staffing, hiring and firing, mentoring, team building, budgeting, pricing, project management, troubleshooting, logistics, presentation, public speaking, pitching, negotiation, closing, contracts, finance and accounting, translation, copywriting.
