Michael Torrin
London
Summary
Dynamic Operations & Client Experience Director with 8 years experience in the competitive Corporate Services sector. Proven expertise in B2C Sales Management, Customer Relationship Management, and Organisational Management. Skilled at driving strategic initiatives that enhance efficiency, profitability, and client satisfaction. Adept at managing and mentoring high-performing, multinational teams and implementing advanced CRM tools to streamline processes and optimise productivity. Well-spoken and highly effective in both client-facing and team leadership roles, with a demonstrated ability to build lasting relationships, foster collaboration, and deliver exceptional results
Overview
11
11
years of professional experience
1
1
Certification
Work history
Director of Operations & Client Experience
ATHENASIA Consulting Limited
London
12.2019 - Current
- Grew client base from 200 to over 900 clients in a highly competitive environment through strategic growth initiatives, including forging key partnerships, launching targeted marketing campaigns, and building a high-performing sales team that exceeded targets.
- Expanded the sales and accounts management team from 5 to 30 members, transforming a local team in Hong Kong into a multinational force spread across four countries.
- Gained extensive experience in remote team management. Leveraging tracking tools such as Monday.com CRM to monitor progress, streamline workflows, and ensure alignment with organizational KPIs, resulting in enhanced team productivity and collaboration, as well as client satisfaction.
- Achieved consistent annual sales growth of 25-30%, while optimizing operational resources and fostering cross-functional collaboration across departments..
- Managed financial operations, including streamlining budgeting processes, ensuring accounting accuracy, and leading tax submissions and audits.
- Worked closely with the Managing Director to shape the company’s growth strategy and long-term vision, while providing continuous feedback on team performance and overall business operations to drive improvement and success.
- Spearheaded service expansion and partnership development, launching new ventures in Bulgaria, Singapore, Mauritius, and London, contributing to notable growth in global revenue streams.
- Conducted in-depth market and competitor research to develop service packages that outperformed competitors, delivering superior value and experience to clients and strengthening market leadership.
Business Development & Sales Team Manager
ATHENASIA Consulting Limited
Hong Kong
01.2017 - 12.2019
- Guided and educated six new hires on customer service, sales tasks, and internal company protocols.
- Developed and implemented training programs for new employees, conducting ongoing performance assessments to ensure consistent, high-quality customer service & sales.
- Analysed recurring operational issues and business management challenges, providing solutions to improve efficiency and enhance overall company outcomes.
- Liaised between customers and internal departments to address and resolve customer service concerns, significantly reducing customer complaints.
- Identified individual staff development needs and arranged appropriate training for performance improvement.
Operations Manager - (Project Based)
MIMIR ADVISORY Limited
London
09.2022 - Current
- Crafted tailored onboarding strategies for clients in London & Hong Kong's Hospitality sector.
- Led operational strategies and financial oversight as Lead Consultant, including developing digital record-keeping and driving financial reporting.
- Managed hiring, training, and implementation of new record-keeping systems for 1 in-house bookkeeper.
- Oversaw recruitment for 3 internal consultants and administrative staff to support tailored client strategies.
- Prepared operational strategies aligned with company goals and KPIs, enhancing efficiency and profitability.
- Proactively networked in London to seamlessly onboard new clientele.
- Preparation of Business Plans for presentation to potential investors.
- Optimised operations to maximise potential of client companies.
Assistant Front of House Manager
Charcoal Lounge Bar
Hong Kong
11.2014 - 12.2016
- Performed closing procedures in POS system, reconciling cash and credit card settlements accurately and efficiently.
- Assessed team performance, identifying weak areas for improvements and acknowledging achievements.
- Assisted in the recruitment and onboarding of new staff, ensuring they were well-trained in restaurant procedures and company policies
- Monitored condition of entire facility to verify all areas were clean, safe and comfortable for guests.
- Coordinated employee rosters to strategically build efficient, hardworking teams for each shift.
Human Resources Officer (Part Time)
Graceful Hands Tutorial Centre
Hong Kong
03.2014 - 12.2016
- Organized staff roster integrating lesson schedules, staff availability, and holiday leave arrangements."
- Thoroughly vetted employees' qualifications, licenses and certifications, including upcoming renewals.
- Performed exit interviews, gaining useful insights to improve employee retention rates.
- Assisted annual salary reviews, and performance management.
- Provided support with monthly payroll processing and accurately calculated hours.
Education
Bachelor of Business Administration - Human Resource Management
City University of Hong Kong
Hong Kong06.2017
High School Diploma - International Baccalaureate & SAT
QSI International Shekou
Shenzhen China06.2011
Skills
- Strategic Planning
- Performance Management
- Budget Management
- Remote Team Management
- Client Relationship Management
- B2B Sales Management & planning
- CRM records management & implementation, Salesforce & Mondaycom
- Financial Forecasting & Presentation to Stakeholders
- Quickbooks & Xero Accounting Software
Certification
- Certified Xero Accounting Software Advisor
- HKU Space International Tax Course
- HKU Space Executive Training in Professional Tax Practice
- Leadership Management & Team Leader - Level 7 Advanced Diploma - In progress
Languages
English
Native language
French
Advanced
C1
Drivers License
Full License United Kingdom, Car (B) & Motorcycle (A)
Timeline
Operations Manager - (Project Based)
MIMIR ADVISORY Limited
09.2022 - Current
Director of Operations & Client Experience
ATHENASIA Consulting Limited
12.2019 - Current
Business Development & Sales Team Manager
ATHENASIA Consulting Limited
01.2017 - 12.2019
Assistant Front of House Manager
Charcoal Lounge Bar
11.2014 - 12.2016
Human Resources Officer (Part Time)
Graceful Hands Tutorial Centre
03.2014 - 12.2016
Bachelor of Business Administration - Human Resource Management
City University of Hong Kong
High School Diploma - International Baccalaureate & SAT
QSI International Shekou
Similar Profiles
OKUWA EBUNJESU SAMUELOKUWA EBUNJESU SAMUEL
PROJECT ENGINEER at Sanni, Ojo and Partners Consulting Limited, Ojo and Partners Consulting Limited, SOPPROJECT ENGINEER at Sanni, Ojo and Partners Consulting Limited, Ojo and Partners Consulting Limited, SOP
Ramchand MekaRamchand Meka
Senior Accountant ( Team Lead) at TATA Sikorsky Aerospace Limited ( Payroll Pulivarthi Consulting India Private Limited)Senior Accountant ( Team Lead) at TATA Sikorsky Aerospace Limited ( Payroll Pulivarthi Consulting India Private Limited)
RAVIKUMAR TRAVIKUMAR T
Team Lead for Income Tax and ROC Compliances at PSVV Consulting Private Limited & PCP Advisory & Consulting LLPTeam Lead for Income Tax and ROC Compliances at PSVV Consulting Private Limited & PCP Advisory & Consulting LLP
Mobeen Mahmood MalikMobeen Mahmood Malik
Remote Customer Service Advisor at Pets at HomeRemote Customer Service Advisor at Pets at Home