Open to opportunities

Maddie Garnett

@maddiegarnett

Message

Client-focused operations and customer success leader driving measurable impact.

Portugal

Message

What I'm looking for

I seek a client-facing role where I can lead operations or customer-success initiatives, use data-driven improvements, collaborate cross-functionally, and grow into broader program leadership within a supportive, impact-focused team.

I am a curious, driven professional with over five years' experience across customer success, healthcare, and project coordination, combining a psychology background with client-facing expertise to deliver measurable results.

At McKinsey & Company I coordinated 15+ concurrent client projects, developed trackers that reduced follow-up queries by 30%, and championed GenAI adoption to increase team efficiency while maintaining strict data confidentiality.

I have managed complex caseloads and multidisciplinary collaboration in corrections and maternal mental health settings, produced evidence-based reports that influenced decisions, and consistently improved engagement through empathy, structured processes, and data-informed improvements.

Experience

Work history, roles, and key accomplishments

Current

Executive Assistant

Current

McKinsey & Company

Sep 2024 - Present (1 year 1 month)

Coordinated 15+ concurrent client projects across public and private sectors, developed trackers that reduced follow-up queries by 30%, and championed GenAI adoption to improve team efficiency while maintaining confidentiality.

Stakeholder Management GenAI Confidentiality Cross Functional Collaboration Project Prioritization

Case Manager

Department of Corrections

Jul 2022 - Jun 2023 (11 months)

Managed a caseload of 20+ clients with substance use and mental health challenges, secured rehabilitative placements for 30 clients, and produced evidence-based parole reports that informed legal decisions.

Case Management Risk Assessment Advocacy Report Writing Mental Health Support

Maternal Mental Health Support

WALSH Trust

Apr 2021 - Jul 2022 (1 year 3 months)

Supported 30+ mothers experiencing mental illness through strengths-based WRAP plans and collected client feedback to drive evidence-based service improvements and increased engagement.

client support WRAP Planning Service Evaluation Empathy

Services Representative

University of Otago

Jan 2020 - Dec 2020 (11 months)

Handled 400+ monthly student inquiries across channels, maintained a 95% satisfaction rate, and partnered with departments to streamline processes and reduce turnaround times.

Customer Service Process Improvement Communication Student Services Data Tracking

Duty Manager

The Range

Jan 2014 - Feb 2020 (6 years 1 month)

Supervised daily operations and a team of 5, coached staff leading to a 30% increase in positive reviews, and launched product/pricing changes that boosted weekend revenue share to 50%.

Team Leadership Operations Management Customer Service Scheduling Performance Coaching

Education

Degrees, certifications, and relevant coursework

University of Otago

Master of Science, Psychology

2019 - 2021

Grade: Distinction

Activities and societies: Research and publication contributions to studies on maternal reminiscing and child development.

Completed a Master of Science in Psychology with Distinction, focusing on maternal and child socioemotional development and contributing to longitudinal cohort research.