Hanushe Lala
Toronto,Ontario
Summary
A goal-oriented professional, with a track record of delivering results and leading teams effectively. Consistently showcased strong analytical and problem-solving abilities, alongside excellent communication and interpersonal skills. With 8 years of experience, I possess a comprehensive understanding of operational and financial requirements across various business functions. I excel in managing complex tasks and deadlines, ensuring the successful completion of projects. A continuous dedication to growth and flexibility enables me to thrive in dynamic work environments.
Overview
9
9
years of professional experience
Work History
Business Unit Lead Contract Support
CBRE
05.2022 - 01.2024
- Anticipated and met internal and external stakeholder requirements through proactive measures.
- Provided regular support and leadership for contract support team, focusing on contracts needing additional assistance.
- Facilitated communication between Contract Support, Operations Managers, and Finance team.
- Assisted Finance Manager & Business Unit Director with recruitment of contract supports.
- Conducted data cleansing over 6 months in preparation for company-wide finance platform transition; reducing BU debt from £17m to £3m in two months, finding £150k in direct profit, pushing existing and aged WIP to client billing, averaging £3.4m per month across 8 contracts.
- Identified and resolved supply chain issues to mitigate delays and production disruptions to ensure no client financial penalties.
- Developed and implemented training programs for team of over 60 including new and existing contract support, covering finance systems and overall professional development.
- Mentored contract support staff for career advancement and supported Lead Contract Supports in managing direct reports and additional finance responsibilities.
- Adapted training methods to cater to various learning styles for optimal team comprehension.
- Maintained team morale during transitions and challenges, implemented initiatives to address concerns and improve work environment.
- Generated weekly and monthly KPI reports, resolved financial and operational issues, and ensured contracts' positive status
- Organized quarterly Contract Support days, fostering team cohesion, recognition, and communication between management and staff.
- Introduced 'You listened, we did' initiative to address team feedback and implement improvements.
- Actively participated in diverse team activities, assisted with contract mobilization, handled escalations and GDPR compliance.
- Ensured completion of critical tasks to high standards within changing deadlines, including support for month-end activities and miscellaneous tasks.
- Reviewed existing contracts regularly to identify opportunities for renegotiation or process improvements, resulting in cost savings and enhanced service delivery.
- Collaborated with legal department for swift resolution of contractual disputes, minimizing financial risks to organization.
- Handled sensitive information discreetly, maintaining strong confidentiality at all times.
- Applied effective time management techniques to meet tight deadlines.
Lead Contract Support
CBRE
04.2020 - 04.2022
- Cultivated strong client relationships, promoting open and honest communication alongside conflict resolution to ensure client satisfaction and mitigate disputes.
- Enhanced company reputation with clients by consistently delivering high-quality contract management services.
- Developed new reporting platform to address and clear large debt profile; £3.6m over 2 years cleared to £250k in first two months of joining.
- Monitored incoming contracts and service agreements for correct pricing and information.
- Tracked contract milestones and proactively address potential risks by updating stakeholders through monthly contract review meetings.
- Implemented streamlined processes for timely approvals, facilitating efficient scheduling of works.
- Facilitated adoption of tools (e.g., FSIGo, Concept, Dynamics AX) for engineers to enhance job effectiveness.
- Coordinated synchronization of annual orders to align with correct time periods.
- Conducted performance appraisals for 3 direct reports, fostering personal and team growth as well as accountability. Developed comprehensive training programs.
- Resolved conflicts within team to maintain high service delivery standards.
- Successfully completed weekly and monthly audits with client and CBRE AGMs, ensuring compliance and quality assurance.
- Gained strong leadership skills by managing projects from start to finish.
Lead Contract Support
CBRE
10.2019 - 03.2020
- Assisted in contract mobilization from July to September 2019, including raising annual service agreements, Adhoc POs, and providing general training.
- Provided proficient training for 2 new contract support staff and 5 operational managers on Microsoft Dynamics, billing, and reporting, assisting them as needed.
- Supported Operational team in understanding CBRE processes and implemented platforms to improve billing and general processes for both CBRE and client
- Managed progress of new contract support team, providing assistance and guidance as required.
Contract Support
CBRE
07.2018 - 09.2019
- Managed all reactive and planned preventative maintenance activities. Created monthly tracker for 4 mobile engineers across 37 UK sites to ensure all planned work was completed efficiently.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Gained extensive knowledge in data entry, analysis and reporting.
- Raised ~ 30 purchase orders per day and distributed to subcontractors/suppliers.
- Generated monthly and weekly reports for client, including presentations for Quarterly Business Reviews with both CBRE and client.
- Completed necessary reports for Business Unit, including WIP, OPO, and contract reviews.
- Proven ability to learn quickly and adapt to new situations.
Contract Support Administrator
CBRE
01.2018 - 06.2018
- Managed both reactive and planned maintenance tasks in coordination with supervisors.
- Maintained accurate documentation of all job sheets across 37 UK sites.
- Communicated quoted works to client via customer-facing platforms and in face-to-face meetings.
- Assigned tasks to engineers, ensuring completion with accurate notes, and closed jobs appropriately.
Capacity Service Desk Co-Ordinator
Mitie
09.2017 - 01.2018
Apprentice Admin
Mitie
11.2016 - 09.2017
Retail Sales Assistant
Iris Fashion
06.2015 - 05.2016
Bar Manager
Troubadour
05.2016 - 01.2019
E-commerce Sales Assistant
Beachcafe Swimwear
06.2015 - 09.2015
Education
Institute of Leadership And Management -
Hackney College
London, UK11.2018
National Vocational Qualification -
Mitie Apprenticeship
London, UK01.2018
GED -
Duff Miller Sixth Form College
London, UK06.2016
High School Diploma -
Gumley House Convent School For Girls
London, UK07.2014
Skills
- Customer Relations
- Team Management
- Procurement Management
- Invoicing procedures
- Reporting
- Proficient in Microsoft Office Suite
Languages
Albanian
Native language
English
Proficient
C2
Timeline
Business Unit Lead Contract Support
CBRE
05.2022 - 01.2024
Lead Contract Support
CBRE
04.2020 - 04.2022
Lead Contract Support
CBRE
10.2019 - 03.2020
Contract Support
CBRE
07.2018 - 09.2019
Contract Support Administrator
CBRE
01.2018 - 06.2018
Capacity Service Desk Co-Ordinator
Mitie
09.2017 - 01.2018
Apprentice Admin
Mitie
11.2016 - 09.2017
Bar Manager
Troubadour
05.2016 - 01.2019
Retail Sales Assistant
Iris Fashion
06.2015 - 05.2016
E-commerce Sales Assistant
Beachcafe Swimwear
06.2015 - 09.2015
Institute of Leadership And Management -
Hackney College
National Vocational Qualification -
Mitie Apprenticeship
GED -
Duff Miller Sixth Form College
High School Diploma -
Gumley House Convent School For Girls
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