Barbara Heidke
Gold Coast,QLD
Summary
Dynamic leader with a proven track record at Language Services Group, excelling in client management and multinational team management and development. Spearheaded initiatives that enhanced service delivery and drove business growth, leveraging strong project management skills and a commitment to customer satisfaction. Recognized for building high-performing teams and implementing process improvements that significantly boosted operational efficiency.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Head of Corporate and EU Accounts
Language Services Group (comprising Language Services Direct and Simon and Simon International)
06.2017 - 03.2025
- Managing and mentoring an international team of account managers and trainers across 2 business divisions – corporate and EU; responsible for over 100 clients at any given time generating a revenue of $4 million per year
- Liaising with B2B and B2G client stakeholders on developing and executing strategic plans to meet their language training goals and driving their employee development forward.
- Leading all aspects of a client onboarding from initial kick off meetings to the start of complex language training programmes
- Ensuring compliance with contract requirements, meeting delivery timelines and KPIs
- Tracking and analysing accounts performance metrics, including client satisfaction, project delivery, and financial outcomes. Using this data to make informed decisions and improvements.
- Identifying opportunities for upselling and cross-selling additional services to existing clients. Contributing to new business development efforts by identifying potential clients, participating in pitches and presentations and tender writing.
- Working with top players in financial (Fitch Ratings, PWC, Société Générale, Crédit Agricole, MUFG, JP Morgan, Chubb), consumer goods (L’Oreal, Chanel, Manolo Blahnik), legal (4 Magic Circle clients - Freshfields Bruckhaus Deringer, Linklaters, Slaughter and May and Clifford Chance) and other industries (Hitachi, Sony, Warner Bros, Walgreens Boots Alliance, Veolia, Foster + Partners and many others).
Account Manager
Marshall E-Learning
08.2016 - 05.2017
- Managing a portfolio of ~90 clients, achieving consistently high satisfaction scores and strong retention rates
- Acting as the trusted advisor for key accounts, providing strategic support and service excellence
- Maintaining precise CRM records, improving reporting accuracy and operational efficiency
- Leading regular strategic reviews, proactively identifying opportunities to add value and strengthen partnerships
- Generating additional revenue by introducing complementary products and services to existing clients
- Producing clear, data-driven monthly reports on project milestones, sales pipeline, and account growth for the CEO
Customer Service Manager
Surfdome.com
12.2009 - 07.2016
- Leading and scaling a multilingual customer service team from 5 to 25 members over six years for a market-leading e-commerce retailer
- Creating and implementing departmental KPIs and incentive schemes to boost performance and engagement
- Developing operational policies for returns, dispatch, drop shipping, fraud prevention, and third-party marketplace sales (Amazon & eBay)
- Rolling out new customer communication channels, including a dedicated email system and social media support via Facebook and Twitter
- Supporting the growth of the brand portfolio from 120 to 700+, significantly broadening market offering
- Collaborating on major website enhancements to improve user experience and conversion rates
- Contributing to a 92% revenue increase (2011–2014), helping secure a #30 ranking in The Sunday Times Fast Track 100
Corporate Account Executive
Marcus Evans Group
08.2008 - 11.2009
- Sourced and developed new business opportunities while nurturing relationships with existing clients to drive interest and engagement in company offerings
- Proactively prospected across multiple channels to expand the client base and generate qualified leads
- Handled inbound enquiries via phone and email, delivering prompt and tailored responses
- Conducted market research and gathered customer insights to inform sales strategies and enhance service delivery
Education
Master's - Economics And Business Management
University of Presov, Faculty of Management And Business
Presov, Slovakia01-2007
Skills
- Client management and satisfaction
- International sales and operations
- Multinational team leadership and development
- Customer service
- Project management
- Process improvement
- Contact centre operations
Accomplishments
- Played a key role in a successful competitor acquisition, overseeing the smooth integration of teams and operations across two businesses
- Secured global provider contracts with major clients - Freshfields Bruckhaus Deringer and Fitch Ratings
- Played a key role in expanding the client base from exclusively UK accounts to a global portfolio across Europe, Asia, Latin America, and Africa
- Established a new European Union client division from the ground up, driving it to $1.2 million annual turnover within five years
Certification
MEGT Institute
Sydney, Australia 2006
Diploma in Business (Frontline Management)
MEGT Institute
Sydney, Australia 2005
Certificate III in Tourism (International Travel Sales)
Languages
English
Full Professional
Slovak
Native or Bilingual
Czech
Native or Bilingual
Interests
- Exploring famous landmarks, historical sites, and cultural attractions in new destinations
- Enjoy participating in gym workouts, yoga and pilates for overall physical and mental well-being
- Hiking
- Reading
Timeline
Head of Corporate and EU Accounts
Language Services Group (comprising Language Services Direct and Simon and Simon International)
06.2017 - 03.2025
Account Manager
Marshall E-Learning
08.2016 - 05.2017
Customer Service Manager
Surfdome.com
12.2009 - 07.2016
Corporate Account Executive
Marcus Evans Group
08.2008 - 11.2009
Master's - Economics And Business Management
University of Presov, Faculty of Management And Business
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