Andrea Spangenberg

Spearheaded client experience for 2,000+ students, implemented automated onboarding and weekly check-ins that increased activation and reduced drop-out rates, and standardised refund SOPs resolving or retaining ~85% of requests.

Advanced to department head and led support & operations for 1,300+ accounts, driving a 40% YoY increase in retention and 95% activation within five days via automated onboarding and health-trigger workflows.

Directed a patient administration team handling registration, insurance processing and billing, optimised cross-department workflows to reduce waiting times and produced weekly/monthly CRM reports for service quality.

Managed high-volume inbound patient inquiries and appointment scheduling with near-zero error rates, consistently exceeded quality targets and shared best practices to improve team performance.

Managed high-volume customer interactions across 18 facilities and implemented centralized scheduling that eliminated booking errors and improved onboarding consistency.

Completed a 120-hour TEFL certification focused on teaching English as a foreign language and communication proficiency.

Completed cosmetology training at BNAAcademy focused on practical beauty and skincare techniques.

Completed a Cosmetologist Diploma program at BNAAcademy focused on practical and theoretical cosmetology training.