MADU SYRÉ

• Delivered high-quality results on time and within budget by diligently monitoring progress against established objectives.
• Developed comprehensive project plans, ensuring timely completion of milestones and deliverables.
• Championed continuous improvement initiatives to enhance productivity, reduce costs, and elevate overall project quality.
• Enhanced team productivity through proactive management, resource allocation, and conflict resolution techniques.
• Reported regularly to managers on project budget, progress, and technical problems.
• Tracked project and team member performance closely to quickly intervene in mistakes or delays.

• As part of the complex case management team and being a subject matter expert (SME) at Macquarie Group, my key responsibilities include;
• OPERATIONS
• Provide support and recommendation for the implementation and maintenance of internal policy, processes, systems and controls to support performance and function efficiently.
• Provide, maintain and update critical information within company CRM to maintain true, accurate and detailed records of client feedback. Enabling the enhancement of client experience and internal protocols.
• Provides weekly recommendations for improvement to managers for their consideration.
• Demonstrated ability to adhere to strict internal processes and protocols for approvals and sensitive information sharing.
• Training and development of the tier 1 team in key identified areas of improvement through buddying and leading weekly huddle meetings on specific topics.
• FRAUD COMPLIANCE
• Managing and adhering to fraud and AML protocols as a second point escalation for cases.
• CUSTOMER SERVICE
• Handling escalated complaints that come through to the complex team.
• Managing and responding to customer and stakeholder queries when required, across inbound and outbound calls, email and live chat channels for multiple departments in a timely and professional manner.
• Remaining continuously compliant and updated with banking regulations and policies in all transactions.
• Offering compassionate, supportive solutions for customers, acting with emotional intelligence and managing scenarios in the best manner when clients are experiencing vulnerability or hardship.
• Ensuring privacy, accuracy and confidentiality is practised when handling clients private information.

• 6 month contract as Bear Marketing Project Manager working directly with clients to deliver personalised, reliable and authentic customer service and project management. I successfully managed multiple high priority projects and stakeholders to ensure the timely and accurate delivery of marketing initiatives and communications to our clients.
• As a member of the executive leadership team, attention to detail and the development and delivery of operational data was of paramount importance. Other responsibilities included:

OPERATIONS

• Created weekly reports of billable hours to ensure we were within company targets.
• Proactively identify issues and risks to planning projects and coordinate the development of options for issue resolution and the mitigation of risks, including the coordination of discussions with associated key stakeholder/s, internal and external.
• Managed the internal team as a direct report to ensure clients strategic plans were communicated efficiently and delivery deadlines and budgets were consistently met through coaching and capability training.
• Consulted on and developed business processes and procedures to ensure optimal team operations and business efficiencies.
• Delivered comprehensive daily administrative support, including data management, meeting room reservations and setups and other office logistics.
• Managed timesheets and assisted with payroll.

ACCOUNT MANAGEMENT

• Drafted and developed formal documents as well as managing meeting minutes, prepared documentation and power-points for strategy meetings.
• Demonstrated high level attention to detail and the ability to plan and prioritise tasks to achieve required outcomes and meet deadlines.
• Created and led weekly work in progress (WIP's) and client reports, providing accurate information regarding project status, progress, activities and potential roadblocks.
• Created and coordinated event plans for client conferences, including travel and booking arrangements.
• Support of a diverse portfolio of 15+ clients, across multiple industries and verticals and building and maintaining positive relationships with clients and stakeholders.

• At Huff, I was responsible for the day-to-day management of client accounts, as well as business operations, ensuring projects were delivered on time, within budget, and to the highest quality standards. Other responsibilities included:
• Implementing, overseeing, and managing performance marketing strategies for all paid digital marketing campaigns, like Facebook ads.
• Content creation, and digital marketing efforts & developing and delivering monthly client advertising reports.
• Managing and updating CRM to ensure data is recorded and clean, ready for marketing campaigns.
• Building and maintaining positive relationships with clients and stakeholders and serving as the principal point of contact for all client communications.
• Developing and implementing operational policies, procedures, and systems to streamline agency operational activities.
• Maintain accurate and up to date administrative and project information, systems, and records in accordance with organisational procedures.

• After 6 months I quickly progressed at True Alliance, moving from customer service to Wholesale Administration. The technical subject matter expert my primary role was to ensure all wholesale orders were managed on SAP with the highest levels of efficiency and accuracy in accordance with sales team directives across all brands. As a high-volume processing role delivery with attention to detail, high level of accuracy, and exceptional process and service levels was imperative. Other responsibilities included:
• Processing manual and automated EDI orders for high profile clients including Rebel Sports and David Jones.
• Providing exceptional user led service to our wholesale sales team and clients.
• Processing of invoices and order sheets, ensuring 100% accuracy.
• Liaising and consulting across the business from the head of brand, sales reps, accounts, after-sales and warehouse for more than 20 brands across the True Alliance Company.
• Ensuring compliance with sales order administration processes and suite guidelines.