Karin Sangiorgio
Summary
I am a seasoned professional with over 23 years of business experience. I have operated in various roles across different industries and have developed into a goal orientated team player. I have extensive management experience having operated as a director, operations manager, project manager, office manager, personal assistant, and site development coordinator with my previous organizations. I have developed exceptional administrative and organizational skills, which may be applied in any business environment. My polished communication skills and hands on approach make me an excellent account manager for both client and supplier accounts. My ability to remain calm and focused when working to deadlines makes me a versatile forward thinking business professional who can contribute both tactically and strategically.
Overview
30
30
years of professional experience
Work history
Director / Owner
Impact Skills Solutions (Pty) Ltd
Johannesburg, South Africa
07.2015 - 01.2023
- Contact Centre operational audits
- Compliance & Security audits
- Technology & Infrastructure audits
- Benchmarking programs
- Drafting of policy and process documents
- Front line workforce soft skills training
- Soft skills and communication training
- Training - soft skills, telephone etiquette, quality, policies, processes and procedures, management development programmes
- Performance Management - target setting, performance tracking & feedback, management reporting and analysis
- Performance Coaching - side by side coaching, remote listening-in coaching, off the phones coaching, role play and focus groups
- Quality Management - aligning with scripts, calibration & synergy session creation, linking into reward, recognition and development, briefs and reporting dashboards
- Reward & Recognition - bonus and incentive structures, motivating, acknowledgement and recognition programs
- Management Reporting - drafting of correct reporting, interpretation, and analysis, displaying and presentation of reporting
- Delivered integrated Voice of the Customer programs incorporating customer NPS and anecdotal feedback across various customer touch points
- Close collaboration with complaints, quality, executive escalation, and customer experience teams across organisations to ensure an aligned approach to customer manangement and accurate Voice of the Customer dashboards
- Active participation in quality calibration sessions with various stakeholders across the organization to ensure alignment on the quality review process and related dashboards
- Maintained strong working relationships with key stakeholders and company employees.
- Conducted operational audits across people, process, and solutions to support the operations in their operations excellence programs
- Worked closely with the Customer Value Management team to feedback on Voice of the Customer opportunities specific to sales, retentions, and competitor insights
- Supported increased retention and direct sales rates via the monitoring of customer interactions to ensure that frontline staff were maximizing all retention and sales opportunities, including objection handling
- Designed and delivered mystery shopping campaigns to ensure that operational customer communication SOPs were adhered to from both a hard and soft skills requirement.
- Introduced flexible work arrangements to improve employee satisfaction.
Director / Owner
KSI Design
Johannesburg, South Africa
05.2014 - 05.2016
- Business Development signing 4 clients for interior projects
- Prepare design elements and produce drawings
- Procurement of costs
- Project management, Maintain cost and programme
- Cost engineering with all subcontractors and suppliers
- Purchasing of all products and 3rd party services
- Co-ordination of all site and 3rd party activity
- Client invoicing
- Suppliers - Obtain cost, review terms and conditions
- Prepare purchase orders, monitor lead times, arrange delivery, and ensure documents are handed to accounts for processing
- Resolve any snagging / short supply issues
- Programme - Compile and monitor implementation programmes, co-ordinate deliveries with site team
- Health & Safety - Ensure the company and sub-contractors meet all obligations
- Carry out site audit fortnightly focusing on Health & Safety, fire control, equipment, and induction reports
- Snagging and minor works - Work directly with clients to ensure all snagging items are resolved and minor additional works are completed on time and to client's satisfaction
- Payroll - Run payroll using Sage Payroll
- Prepare journals
- Prepare salary analysis and journals
- SARS - PAYE, UIF, SDL deduction payments and related correspondence
- Insurances - Ensure all office, contracts and vehicle insurances are up to date and submit and conclude claims if applicable
- Advertising - Maintain ongoing company advertising on adverts and / or editorial pieces
- Take client brief and compile proposals
- Consider & design of space and movement throughout
- Concept Design
- 2D & 3D Drawings
- Product sourcing and specification
- Procurement of suppliers and management of the logistics of supplier materials to ensure project plans are implemented
- Responsible for costing, estimating, and planning projects
- Preparing Project Implementation documentation and comprehensive project programme
- Collaborate with supplier managers to define and achieve effective team support across organizations to ensure project is completed withing programme and budget
- Implement and manage change control policy and processes
- Responsible for commercial efficiency in the management of various suppliers
- Writing detailed and summarized project progress reports
- Identify, cost, and process any contract variations
- Track activities against detailed project plans
- Update project plans to include agreed changes
- Monitor actual expenditure figures
- Formulate, document, and implement business policies and process for both our internal workforce and our various contractors
- Monitor and track the adherence to policies/practices and the subsequent reporting and presentation thereof
- Formulate and document operational project documents including manuals, templates, and registers
- Draft and implement operational action plans to rectify deviations
- KPI and project plan management via fully integrated performance management processes and systems
- Produce and deliver project documentation, e.g., user manuals and support
Office Admininistrator
Red Square Creative Consultants & Red Square Design & Build
London, United Kingdom
09.2012 - 04.2014
- Preparation of month end accounts for 3 companies - Sage 50
- Payroll - using Sage Payroll
- Prepare journals
- Prepare salary analysis and journals
- CIS - CIS workings, monthly returns and prepare journals
- Processed invoices and financial data with strong eye for detail.
- Updated client records with strict attention to confidentiality, maintaining full GDPR compliance.
- Drafted, printed and compiled important formal documentation, strictly meeting required standards.
- Answered high-volume daily telephone and email enquiries, minimising correspondence backlogs.
- Managed database to maintain updated records and accuracy.
- HMRC - PAYE, NI & CIS deduction payments and related correspondence
- IT - Maintain office PC's liaising with independent IT Company and phone system
- Monitor web hosting and maintain MX records and DNS files
- Office Health & Safety and Considerate Constructor Scheme - Maintain records for office and site registrations and implementation
- Insurances - Ensure all office, contracts and vehicle insurances are up to date and submit and conclude claims if applicable
- Coordinated maintenance and repairs of office facilities and equipment.
- Presided office activities to maintain compliance with company policies.
- Advertising - Maintain ongoing company advertising on adverts and / or editorial pieces
Project Support Manager
Red Square Creative Consultants
London, United Kingdom
06.2010 - 09.2012
- Support the Directors in ensuring Design & Build implementation projects are delivered on time and meet client's expectations
- Suppliers - Obtain cost, review terms and conditions, ensure Contracts Manager is made aware of nominated suppliers/subcontractors
- Prepare purchase orders, monitor lead times, arrange delivery, and ensure documents are handed to accounts for processing
- Resolve any snagging / short supply issues
- Programme - Compile and monitor implementation programmes, co-ordinate deliveries with site team
- Considerate Constructor Scheme and Health & Safety - Ensure the company and sub-contractors meet all obligations
- Carry out site audit fortnightly focusing on Health & Safety, fire control, equipment, and induction reports
- Parking suspensions, skip licenses / signage - Ensure they are when applicable always in place
- Prepare monthly expenditure report on specific projects
- Snagging and minor works - Work directly with clients to ensure all snagging items are resolved and minor additional works are completed on time and to client's satisfaction
- Project specific (£4million family home refurbishment/extension in Hampstead) - Assist Director in completion of ERFI & RFI's; update reports and ensure Contract Manager is provided with all completed paperwork
Operations Manager
Red Square Creative Consultants
London, United Kingdom
04.2010 - 06.2010
- Procurement of Phase 2 fit out cost on £4million refurbishment of family home in Hampstead
- Maintain cost and programme
- Health & Safety Coordinator for above project
- Cost engineering with all subcontractors and suppliers
- Purchasing of all products
- Co-ordination of all site and 3rd party activity
- Client invoicing
- Supporting Contracts manager with client and supplier valuations
- Project manage and maintain costs on all additional works for existing clients
Project & Client Manager
Red Square Creative Consultants
London, United Kingdom
04.2007 - 03.2010
- Procurement of costs for £360k refurbishment of 3rd floor flat on Hampstead Heath, North London
- Project managed and maintained costs with an 4% increase on overall target margin of 23% - project duration 10 months
- Procurement of costs for £2.9million residential refurbishment of family home in Highgate, North London
- Project managed and maintained costs with 2% above target margin of 25% - project duration 18 months
- Project Managed £635k refurbishment of mews house in Holland Park and maintained costs with 2% above target margin of 23% - project duration 11 months
- Liaised between customers, staff and stakeholders to maintain constructive communications.
Client & Office Manager / Accounts administrator
Red Square Creative Consultants
London, United Kingdom
10.2006 - 03.2007
- Liaising with clients on all project related activities and cost control
- Completion of snagging on £3 million pound refurbishment of Victorian West London family home
- First Point of contact in all business relationships
- All office management duties
- Processing new business enquiries
- Advertising
- Maintaining company website and tracking website activity
- Owned financial administration activities to capture.
- Prepared monthly reports, account reconciliations and financial statement up to management accounts.
- Methodically processed payroll for employees.
- Accurately processed, coded and authorised invoices.
- Set up new employees by issuing tax forms and submitting required documentation to HMRC.
- Accurately input accounting processing data onto Sageline 50.
Office Manager & Site coordinator
TRSD/Payne Builders
Cape Town, South Africa
10.2006 - 03.2007
- Liaising with clients, agencies, suppliers, designers, and government organizations
- Site support and co-ordination of various internal and 3rd party activities
- Co-ordinated various property development projects
- Joint management of client and supplier accounts
- First point of contact in all business relationships
- Served as personal assistant to the managing director
- Managed most financial functions including bookkeeping, costing, quotations, and tender responses
- Implemented numerous trade specific systems and processes to improve productivity and efficiency
Personal Assistant & Bookkeeper
Buildburo Ltd
London, United Kingdom
10.2002 - 02.2005
- Liaising with clients, agencies, suppliers, designers, and government organizations
- Site support and co-ordination of all various activities and 3rd parties
- Management and co-ordination of four interdependent companies
- Management of portfolio of properties
- Bookkeeping and all other financial administrative duties
- Implemented new filing and administrative systems
- Organised personal and professional calendars, supplying timely reminders of upcoming meetings and events.
- Professionally greeted clients and delivered friendly, knowledgeable assistance.
- Coordinated flight, accommodation and travel arrangements, maintaining strict compliance with budgets and schedules.
- Took detailed, accurate meeting minutes, collating and promptly distributing to relevant staff for swift action.
- Processed mail, email and phone enquiries, minimising correspondence backlogs.
- Created engaging presentations, spreadsheets and reports.
- Checked and opened mail, enabling prompt response to correspondence, bills and invoices.
- Copied, scanned and faxed documents to assigned recipients.
- Purchased office supplies to maintain consistent inventory.
- Facilitated internal and external correspondence for management.
- Accepted dictation from staff and created professional documents from provided information.
- Offered continuous assistance with photocopying, scanning and basic clerical support to help staff maintain smooth workflow.
Insolvency administrator
Maurice J Bushell
London, United Kingdom
06.2001 - 07.2002
- Liaised with clients and creditors regarding all financial statements, records, books, and accounts
- Compilation of proposals, statements, and related documents
- Convened creditors meetings and drafted the related chairman's reports
- Liaised with Nominees, creditors, debtors, and Insolvency Director on all matters
- Provided management support to the Insolvency Director
- Provided general office administration and bookkeeping support
- Increased Individual Voluntary Arrangements by 4-6 cases per month
- Implemented highly efficient filing systems
Sales & Marketing Executive
J Robert Scott
London, United Kingdom
02.2001 - 05.2001
- Provided exclusive sales service to prospective clients
- Management and servicing of existing client accounts
- Co-ordinated activities of sales and distributions department
- Implementation of direct marketing and fulfilment campaigns
- General office administration and bookkeeping duties
- Increased sales in existing markets by 29%
- Reduced operation marketing costs by 20%
- Contributed to overall increase in margin by 8%
Office Administrator / Insolvency Claims
James Lane Trustees
Cape Town, South Africa
10.1998 - 01.2001
- Liaised with clients and creditors regarding all financial statement, records, books, and accounts
- Convened, attended, and adjourned client, creditors, and trustees' meetings
- Complied the relevant reports, statements, and minutes from meetings
- Drafting various books of accounts and related reconciliations
- Provided personal administrative duties and support to the directors and liquidators prior to my promotion.
- Handled mail and correspondence for directors.
- Updated client records with strict attention to confidentiality, maintaining full GDPR compliance.
- Answered high-volume daily telephone and email enquiries, minimising correspondence backlogs.
- Accurately executed secretarial tasks, maintaining smooth administrative operations for directors.
Hospitality Worker
Various
Cape Twon, Suth Africa
01.1993 - 09.1998
- Elevated guest experience by going the extra mile to cater to additional requests.
- Provided attendees with detailed information regarding product availability, menu options and food allergens.
- Cultivated welcoming Front of House (FoH) environment, demonstrating enthusiasm to build positive rapport with guests and colleagues.
- Adhered to cleaning schedules and proactively checked all glassware and cutlery for optimal cleanliness.
- Accurately took and processed high quantity of orders at peak times.
- Informed kitchen staff of any individual food requirements including allergies and dietary requirements.
- Prepared restaurant areas for up to 250 diners across breakfast, lunchtime and evening service.
- Created warm, friendly atmosphere through positive guest interactions.
- Handled complaints and conflict with diplomatic approach.
- Delivered first-class customer service for memorable guest experiences.
- Served food and beverages, going the extra mile to deliver personalised customer service.
- Remained flexible to change shift patterns and cover absences with minimal notice.
- Understood and adhered to food safety and hygiene regulations.
- Liaised with other staff members to verify accuracy and quality in fast-paced environment.
- Guaranteed exceptional level of customer care in line with company procedures and regulations.
- Brought positive can-do attitude and passion for customer service to solve service issues.
Education
Certificate of Higher Education - Proofreading & Editing
College of Media & Publishing
United Kingdon 2023.09 - Current
Credential - Revit Architecture 2016 Essential Training (Metric)
Lynda.com
United Kingdom 02/2016 - 02/2016
Credential - Autodesk AutoCad 3dD Drawing & Modelling
The Cad Corporation
South Africa 07/2015 - 07/2015
Credential - Autodesk AutoCad Essentials
The Cad Corporation
South Africa 05/2015 - 05/2015
Credential - AutoDesk AutoCad Advanced
The Cad Corporation
South Africa 07/2015 - 07/2015
Certificate of Higher Education - Interior Design
British College of Interior Design
United Kingdom 01/2014 - 07/2015
Credential - Prince2 Project Management
Spoce
Bournemouth, England /2008 - /2008
Diploma of Higher Education - Child Psychology
Au Pair
South Africa /1993 - /1993
A-Levels - Secondary School Equivalent A-Levels
Worcester Gymnasium
South Africa 01/1987 - 12/1992
Skills
- Proficiency in all areas of Microsoft Office, including Access, Excel, Word, Teams, and PowerPoint
- Sage Line 50 / Sage Payroll / Sage One Accounting
- AutoCAD / Revit
- Canva
- Excellent communication skills, both written and verbal
- Internal controls and audits
- Time management
- Programme oversight
- Programme development
- Policy development
- Business administration
- Project budgeting
- Operations oversight
- Team player
- Able to work under pressure
- Leadership
- Customer-focused
- Problem-solving
Languages
English
Native
Afrikaans
Native
Italian
Beginner
Interests & Hobbies
Travel
Food
Sport
Design & Construction
Timeline
Certificate of Higher Education - Proofreading & Editing
College of Media & Publishing
2023.09 - Current
Director / Owner
Impact Skills Solutions (Pty) Ltd
07.2015 - 01.2023
Director / Owner
KSI Design
05.2014 - 05.2016
Office Admininistrator
Red Square Creative Consultants & Red Square Design & Build
09.2012 - 04.2014
Project Support Manager
Red Square Creative Consultants
06.2010 - 09.2012
Operations Manager
Red Square Creative Consultants
04.2010 - 06.2010
Project & Client Manager
Red Square Creative Consultants
04.2007 - 03.2010
Client & Office Manager / Accounts administrator
Red Square Creative Consultants
10.2006 - 03.2007
Office Manager & Site coordinator
TRSD/Payne Builders
10.2006 - 03.2007
Personal Assistant & Bookkeeper
Buildburo Ltd
10.2002 - 02.2005
Insolvency administrator
Maurice J Bushell
06.2001 - 07.2002
Sales & Marketing Executive
J Robert Scott
02.2001 - 05.2001
Office Administrator / Insolvency Claims
James Lane Trustees
10.1998 - 01.2001
Hospitality Worker
Various
01.1993 - 09.1998
Credential - Revit Architecture 2016 Essential Training (Metric)
Lynda.com
02/2016 - 02/2016
Credential - Autodesk AutoCad 3dD Drawing & Modelling
The Cad Corporation
07/2015 - 07/2015
Credential - Autodesk AutoCad Essentials
The Cad Corporation
05/2015 - 05/2015
Credential - AutoDesk AutoCad Advanced
The Cad Corporation
07/2015 - 07/2015
Certificate of Higher Education - Interior Design
British College of Interior Design
01/2014 - 07/2015
Credential - Prince2 Project Management
Spoce
/2008 - /2008
Diploma of Higher Education - Child Psychology
Au Pair
/1993 - /1993
A-Levels - Secondary School Equivalent A-Levels
Worcester Gymnasium
01/1987 - 12/1992
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