Jemma Michael
Waltham Cross,Hertfordshire
Summary
A commercially minded, strategically driven Project Coordinator/Manager with a proven track record of delivering high-value client work, growing key accounts, and strengthening long-term partnerships. Skilled at managing complex projects from end to end, balancing clarity, efficiency, and creative collaboration - all while delivering consistently on time and on budget.
Overview
7
7
years of professional experience
Work history
Project Coordinator
The Writer
Remote
11.2023 - Current
- Lead complex, high-value projects end-to-end for clients including AXA, Unilever and HSBC, consistently delivering on time, on budget, and to brief.
- Contribute £51k per month on average to the financials.
- Grow and protect key accounts through proactive, relationship-led project management.
- Build deep, trusted relationships with senior client stakeholders, leading to increased collaboration, creative opportunities, and client satisfaction.
- Manage shifting scopes, tight timelines, and diary conflicts with calm, solutions-first thinking, keeping projects moving and clients reassured.
- Own and maintain internal scheduling of creatives diaries, stepping up operationally to keep delivery smooth following resourcing changes.
- Lead the Culture team, creating joyful, inclusive moments that support morale and team connection across the business.
- Proactively improve internal processes and tools, supporting marketing timelines, and regularly contributing ideas to leadership and the wider company.
- Support long-term agency growth through consistent Salesforce input, lead generation, and client feedback capture, helping to drive repeat business and retention.
Project Manager
Roots Research
Brighton
03.2023 - 09.2023
- Ensured seamless project execution by coordinating internal resources and collaborating effectively with third-party partners.
- Delivered clear project briefings to Project Coordinators and facilitated project debriefs, 1:1s, and ongoing feedback throughout the project lifecycle.
- Designed and led staff training workshops to enhance team capability and performance.
- Worked directly with end clients including Black Horse, Lloyds Bank, Deloitte, and the NHS.
- Maintained proactive client communication and delivered comprehensive progress reports, identifying and addressing potential issues early.
- Communicated regularly with line managers and sales contacts regarding resourcing needs and availability.
- Delegated project tasks efficiently across the wider team to ensure smooth delivery.
- Managed changes to project scope, timelines, and budgets with precision and transparency.
- Successfully handled multiple concurrent projects—both qualitative and quantitative—ensuring delivery was consistently on time, within scope, and on budget.
- Consistently exceeded KPI targets through strategic planning and execution.
- Took full accountability for the entire project delivery lifecycle.
- Used Microsoft Office Online (Outlook, Excel, Teams) confidently and competently in day-to-day operations.
Temporary Operations Executive
RideTo
Brighton
12.2022 - 03.2023
- Managed a busy inbound customer email inbox of over 100 emails per day solo, ensuring efficient communication with customers.
- Booked motorcycle training for customers and processed payments via Stripe.
- Provided account management for partner schools and liaised with them regarding issues and areas of concern.
- Communicated with and made bookings for corporate clients.
- Curated detailed reports on company performance, with a focus on identifying areas for improvement and implementing solutions.
- Communicated with customers via live chat on HubSpot.
- Managed inbound instructor phone line and addressed complaints and issues that course instructors had.
- Researched partner schools and compiled information to create customised partner school profile pages.
- Conducted customer happiness calls, establishing and maintaining strong customer relationships.
- Consistently met KPIs.
- Analysed data and created presentations for the internal team and investors.
Customer Service Advisor
Red Letter Days
London
11.2020 - 12.2022
- Handled high volumes of inbound and outbound customer calls with professionalism and efficiency.
- Reviewed and resolved customer support tickets via Zendesk, delivering timely and effective solutions.
- Managed up to 6 simultaneous Live Chat conversations, maintaining clarity, accuracy, and speed.
- Built and maintained positive relationships with external suppliers to support customer needs.
- Consistently met and exceeded KPIs.
- Prioritised customer satisfaction, ensuring consistently high service standards
- Accurately logged all customer interactions and resolutions in the CRM system
- Supported the wider team with ad-hoc tasks and process improvements as needed
Office Manager
NEON Adventures
London
08.2019 - 11.2020
- Managed day-to-day operations of a shared working space, ensuring smooth and efficient facility management.
- Monitored stock levels and placed timely orders to maintain essential supplies.
- Delivered thorough and accurate office administration, supporting the wider business operations.
- Acted as primary point of contact for tenants, promptly investigating and resolving issues.
- Built strong relationships with external suppliers and arranged ongoing maintenance and repairs.
- Planned, promoted, and executed social events and charity fundraisers for tenants and the wider workspace community.
- Oversaw meeting room bookings and ensured all communal areas met health and safety standards.
- Onboarded new starters, including right-to-work checks and workplace inductions.
- Reviewed and collated company invoices, identifying and implementing cost-saving opportunities.
- Scheduled appointments and managed meeting logistics for tenants across the building.
Senior Customer Service Agent
iTalk
Brighton
01.2018 - 04.2019
- Communicated with customers via telephone and email, providing clear and helpful support.
- Investigated and resolved customer issues with professionalism, patience, and care.
- Managed and updated customer profiles using CRM systems.
- Followed up on reported broadband and landline faults, coordinating with external suppliers for timely resolution.
- Trained and supported new team members to ensure smooth onboarding and consistent service quality.
Education
BTEC Level 3 Extended Diploma - Performing Arts
Chickenshed Theatre
London /2015 - /2017
GCSEs -
Kingsmead School Academy
London /2010 - /2015
Skills
- End-to-end project management
- High-value account handling
- Strategic planning & research
- Client relationship building
- Line management & team development
- Budget, risk & cost analysis
- Conflict resolution & problem-solving
- Strong communication & stakeholder engagement
- Copywriting & proposal scoping
- Event & workshop coordination
- Highly organised & detail-oriented
- Target focused & time-efficient
- Proficient in Microsoft Office, HubSpot & Zendesk
- Salesforce & data tracking expertise
Hobbies
- Baking
- Candle making
- Cinema
- Reading
- Theatre
- Travelling
Timeline
Project Coordinator
The Writer
11.2023 - Current
Project Manager
Roots Research
03.2023 - 09.2023
Temporary Operations Executive
RideTo
12.2022 - 03.2023
Customer Service Advisor
Red Letter Days
11.2020 - 12.2022
Office Manager
NEON Adventures
08.2019 - 11.2020
Senior Customer Service Agent
iTalk
01.2018 - 04.2019
BTEC Level 3 Extended Diploma - Performing Arts
Chickenshed Theatre
/2015 - /2017
GCSEs -
Kingsmead School Academy
/2010 - /2015
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