Lucas S

Partnered with the CEO to develop and implement systems, tools, reporting, and governance to improve operational efficiency and effectiveness. Focused on accountability, quality measures, standards of performance, project management, and leadership development while introducing EOS within a 100+ team member digital marketing agency.

Drove personal development and career advancement for a global community of executives and high-potential managers through coaching, mentoring, and consulting. Implemented systems that enhanced value delivery, retention, and renewal for a high-ticket mentorship program, resulting in a 200% increase in renewal rates.

Orchestrated strategic overhauls across CX functions, leading to a 17% reduction in turnover and a 25% increase in operational efficiency. Championed the integration of advanced analytics and AI-driven tools to enhance decision-making, resulting in a 30% increase in customer satisfaction and a 20-point Net Promoter Score improvement. Led a robust data security enhancement initiative, incorporating

Directed the scaling of a high-traffic e-commerce platform, implementing agile methodologies that reduced operational expenses by 5% while boosting productivity by 25% and revenue growth by 15%. Developed and executed a strategic plan for customer engagement optimization, incorporating AI and machine learning for personalized experiences, reducing customer churn by 20% and enhancing loyalty.

Established a customer-centric culture, leading to the development of foundational support structures that enhanced CRM effectiveness and fraud prevention, significantly improving customer retention rates. Innovated an omnichannel communication strategy, integrating social media, live chat, and direct channels, which resulted in a 40% improvement in customer service response times and a 15% increa

Led the transformation of inventory management processes using ERP systems, resulting in a 20% improvement in inventory turnover and a significant increase in market share. Built and managed a national customer success team, introducing performance metrics that increased service quality by 25% and directly contributed to a 30% revenue increase from existing customers.

Reengineered customer service operations, reducing staff turnover by 30% and increasing department productivity by 15% through strategic training programs and employee engagement initiatives. Implemented a customer feedback analysis system that drove a 20% improvement in service delivery, directly impacting customer loyalty and repeat business rates.

Activities and societies: Won the JMSB Management Medal for top Management graduate; Awarded scholarships for academic achievement.

Completed a Bachelor of Commerce with a focus on Management and Human Resource Management. Gained foundational knowledge in business operations and human capital strategies.