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@lucass
Experienced Business Operations Executive driving growth and efficiency.
As a Business Operations Executive with over 10 years of experience, I specialize in driving growth, efficiency, and profitability across various sectors, including technology, e-commerce, and pharmaceuticals. My strategic leadership has enabled me to create structured business processes that enhance operational excellence and foster inter-departmental collaboration. I am passionate about leveraging technology to optimize performance and improve people processes, ensuring that organizations can adapt and thrive in a competitive landscape.
Throughout my career, I have successfully led initiatives that have resulted in significant operational improvements, such as reducing operational expenses by 5% and enhancing customer satisfaction by 30%. My leadership style emphasizes inclusivity and motivation, allowing me to cultivate a collaborative environment that promotes continuous improvement and innovation. I take pride in my ability to connect diverse teams and drive strategic planning processes that translate complex challenges into actionable solutions.
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Work history, roles, and key accomplishments
Jumpfactor Marketing
Jan 2025 - Present (10 months)
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.
Mastery Insights Inc
Jan 2024 - Present (1 year 10 months)
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.
Société MavTek Inc
Jan 2021 - Dec 2024 (3 years 11 months)
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
Société MavTek Inc
Jan 2019 - Dec 2021 (2 years 11 months)
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.
Société MavTek Inc
Jan 2018 - Dec 2019 (1 year 11 months)
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
Candorpharm
Jan 2016 - Dec 2018 (2 years 11 months)
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.
Manwin Canada
Jan 2011 - Dec 2015 (4 years 11 months)
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.
Degrees, certifications, and relevant coursework
Bachelor of Commerce, Management, Human Resource Management
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.
Software and tools used professionally
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