Summary
Overview
Work history
Education
Skills
Affiliations
Timeline
ANA XAVIER

ANA XAVIER

London,City of London

Summary

Highly organized, efficient, and skilled professional with a proven track record in office management, team management and Client Services. Skilled Assistant Customer Service Manager offering expertise in resolving issues with speed and accuracy. Adept at building customer loyalty and repeat business.

Overview

12
12
years of professional experience

Work history

Events Manager

JLL
10.2023 - Current
  • Mobilized and coordinated the successful launch of Eighty Fen Events Space
  • Managed the procurement and purchase of ad hoc and day-to-day items required for events, including sourcing, and coordinating with vendors, ensuring timely delivery, and maintaining inventory levels with a focus on sustainability
  • Coordinated with external vendors, negotiating contracts, and overseeing their setup and operations during events, ensuring seamless integration and adherence to event requirements
  • Oversaw the coordination and logistics of contractors and builders, managing timelines and deliverables to ensure timely completion of event setup and production
  • Handled all aspects of client relations, including understanding their needs, providing regular updates, and addressing any concerns or issues to build strong and positive working relationships
  • Led software development and implementation projects, implementing event management software to streamline registration, attendee management, and data analysis
  • Orchestrated AV and IT setups, collaborating with technical teams to ensure seamless integration of audiovisual equipment and IT infrastructure for flawless event experiences
  • Demonstrated exemplary client relations skills, maintaining regular communication, understanding event goals, and exceeding client expectations through meticulous planning and execution
  • Implemented event sustainability initiatives, promoting environmentally friendly practices, sourcing eco-conscious vendors, and minimizing waste through effective event management strategies
  • Adapted to constantly evolving event industry trends and technologies, staying updated with new tools and techniques for event planning, management, and attendee engagement.

Office Services Manager

Kearney
09.2021 - 10.2023
  • Facilitating the mobilization of a new office services contract, ensuring a smooth transition and alignment with the client's requirements
  • Developing Standard Operating Procedures in line with KPIs
  • Identifying and Sourcing new suppliers, negotiating rates and service contracts, ensuring the best lead-time and market rates for the client with a focus on sustainability
  • Overseeing invoicing process for all external vendors and service partners, ensuring accuracy, collaboration and timely payments
  • Recruitment, Training, and development of team members
  • Implementation and development of a facility management software to effectively manage services and bookings
  • Collaborating with IT teams to ensure seamless integration of technology systems, including AV and network infrastructure
  • Demonstrated proficiency in space planning and utilization, optimizing office layouts to promote collaboration and productivity
  • Implemented the use of data analytics tools to analyze operational metrics, identify areas for improvement and make data-driven decisions for enhancing workplace efficiency
  • Conducting training and induction programs ensuring compliance with security regulations and policies.
  • Liaised between different teams to maintain clear and prompt communications.
  • Evaluated quality of work, making tweaks, adjustments and modifications to refine output.
  • Used technical documentation to understand task requirements and specifications.
  • Received and actioned feedback to improve contribution to overall performance.
  • Negotiated with vendors to minimise costs and improve service delivery.
  • Delivered new hire training and mentored established staff on processes and procedures.
  • Managed projects within strict deadlines and budget constraints.
  • Instructed employees in company policies and procedures, maximising compliance and consistency.
  • Interacted with customers professionally by phone, email or in-person to provide information and direct queries to appropriate staff members.
  • Consulted with senior management to develop operational enhancements, streamline processes and increase team performance.
  • Processed invoices and financial data with strong eye for detail.
  • Finalised vendor and employee contracts with strong legal knowledge.
  • Produced and distributed monthly reports using Excel knowledge, enabling improved business analysis.
  • Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
  • Managed database to maintain updated records and accuracy.
  • Handled conflicts and complaints with strong problem-solving and mediation skills.
  • Scheduled staff and delegated assignments to adequately cover operational and project requirements.
  • Built rapport with key stakeholders to improve communication and operational delivery.
  • Increased team productivity by harnessing Condeco to manage room bookings.

Client Services Supervisor

NatWest
London
10.2019 - 09.2021
  • Responsible for the Front of House operational team
  • Thorough understanding of the client's business fundamentals; acting as a Brand Ambassador by promoting their vision and values
  • Lead by example, inspire and motivate the Client Support Hosts to deliver an impeccable service, meeting team and individual goals
  • Attend the Daily Scrum Meeting and ensure all daily tasks are completed, creating a better workflow and maximizing efforts
  • Use Agile to increase onsite productivity resulting in streamlined operations and increased efficiency
  • Support for FOH Manager with staff recruitment and investigations/disciplinary hearings, ensuring company and legal guidelines are adhered to
  • Task delegation among team members to promote professional development, ownership, and responsibility
  • Monitor the standard and consistency of the front of house team's service, taking appropriate action if expectations are not being met
  • Maintain, update and record company Standard Operating Procedures
  • Re-training of team members where required.

Guest Services Manager

The Mandrake Hotel
London
07.2017 - 09.2019
  • Management and training of front-of-house team in the delivery of customer-focused services
  • Oversaw the quality, performance, and customer service of night teams across Front of House services
  • Coordinated the workflow of Concierge and Porter services through night-service guest operations
  • Customer feedback & KPI analysis to track and promote areas of improvement
  • Managed internal and external communications
  • Provided first-class customer and guest experiences as the first point of contact in the hotel
  • Responded to inbound email and enquiries, ensuring swift and complete responses to customer need
  • Managed Opera; facilitated check-in, check-out, payments, and billing functions
  • Supported managers and shift teams in the day-to-day management of the hotel.

Event Manager

Le Club
Rio de Janeiro
11.2016 - 06.2017
  • Event manager for special events; coordinated event needs through to managing guest lists and execution
  • Engaged with customers to capture event brief; disseminated briefs to events teams for seamless delivery
  • Optimized guest experience from first contact - managed and improved front-of-house customer operations
  • Coordinated the workflow and priorities of security, hostess and event teams through operations.

Executive Assistant

Zydus Nikkho Pharma
Rio de Janeiro
10.2014 - 09.2016
  • Prepared files, cost estimates, service orders and purchase orders for the CEO's function
  • Provided one-to-one Personal Assistant to the CEO, including diary, meeting, event, and travel management
  • Facilitated the CEO to present department information to the board, supported business group reporting
  • Researched and prepared intelligence reports for the Firm, CEO and Partners - upholding confidentiality.

Account Manager - FIFA World Cup 2014

Match
Rio de Janeiro
10.2013 - 09.2014
  • Liaising between the hotel and project leaders (FIFA), as well as with local organizing committee, external supports and project delivery teams for a smooth implementation and maintenance of a 3,500sqm office and meeting space
  • Coordinated account, business and event team accommodation, sponsor, finance, and travel requirements
  • Executed a major Reservation Project for clients, providing accommodation for the 2014 World Cup Draw
  • Provided technical, administrative, purchasing, service, food and beverage support for all events and meetings.

Executive Assistant

Ikon Science
Rio de Janeiro
08.2012 - 09.2013
  • Provided one-to-one Executive Support to the Chief Operating Officer (COO) to meet daily demands
  • Managed the Executive Team's personal diary, business schedule and meeting and travel provision
  • Provided meeting administrative support, prepared agendas, minutes, presentations, and reports
  • Standardized business documents, rolling out new form-letters and paperwork in English and Portuguese
  • Event Manager to corporate and client events, including international events for the Geophysics sector
  • Managed external certification, approvals, licenses, and clearance with state and federal government.

Client Services Manager

Dbros Multimedia
Rio de Janeiro
03.2012 - 07.2012
  • Launched a Dbro's key clients e-commerce solution - managed the performance of customer department
  • Provided forecasts, reports and intelligence to the Directorate and Board level teams
  • Implemented a winning marketing strategy that delivered a 12% growth in the customer base
  • Executed targeted client campaigns, using deep analysis and research to tailor proposals to client needs.

Education

Executive Secretarial & PA - One Education, London, Administration & International Relations - Porto Accounting & Administration Institute, English Proficiency Diploma - Cambridge Proficiency Exam -

  • Fluent in English
  • Portuguese
  • Intermediate Spanish

Skills

  • Facilities Operations
  • Workplace Ambassador
  • Client Services
  • Event Management
  • Project Management
  • Recruitment and Training
  • Office Management
  • Team Management
  • Event diagramming
  • Deadline-driven
  • Vendor and contract negotiations
  • Catering coordination
  • Client liaison
  • Transportation and logistics coordination
  • Customer service-orientated

Affiliations

  • Yoga
  • Amateur novelist

Timeline

Events Manager - JLL
10.2023 - Current
Office Services Manager - Kearney
09.2021 - 10.2023
Client Services Supervisor - NatWest
10.2019 - 09.2021
Guest Services Manager - The Mandrake Hotel
07.2017 - 09.2019
Event Manager - Le Club
11.2016 - 06.2017
Executive Assistant - Zydus Nikkho Pharma
10.2014 - 09.2016
Account Manager - FIFA World Cup 2014 - Match
10.2013 - 09.2014
Executive Assistant - Ikon Science
08.2012 - 09.2013
Client Services Manager - Dbros Multimedia
03.2012 - 07.2012
- Executive Secretarial & PA - One Education, London, Administration & International Relations - Porto Accounting & Administration Institute, English Proficiency Diploma - Cambridge Proficiency Exam,

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ANA XAVIER