Pablo Quintana
Sydney,NSW
Summary
Career thus far is defined by a relentless commitment to elevating people and team performance and ensuring maximum customer satisfaction through strategic customer management, process enhancements, and effective coaching. As a seasoned leader, focusing on the "human factor", I excel in program management, change management, mentorship, coaching, interpersonal communication, stakeholder management, people management, and administrative oversight.
In the past 12 months, I've had the privilege of making a tangible impact by mentoring and coaching over 70 Early and Diverse Talent. This encompassed comprehensive support in career performance, personal development, growth, career coaching, guidance, and overall welfare. I take immense pride in fostering a culture of collaboration and continuous growth through tailored training and mentorship initiatives.
Overview
9
9
years of professional experience
Work History
Early & Diverse Careers Specialist
IAG
01.2023 - Current
- Provide ongoing improvements (and creation, as required) to deliver and drive the early and diverse career pathways for the Technology and Operations (T&O) division increasing YoY by 8%.
- Accountable for onboarding once commenced in their role while ensuring offered candidates are kept engaged and informed between offer and start date
- Partner with graduate and intern program teams and stakeholders, including Graduate PPI team, Talent Acquisition, HR Business Partners, and Planning and Engagement Managers to drive early and diverse career outcomes aligned to our desire to increase the intake of graduate, interns, and diverse career candidates, year on year.
- Primary divisional contact and reporting team leader for the T&O Graduates and Intern/NWC for the duration of the program/tenure.alent.ships, graduate programs, and non-workforce contractor participants in their functional areas, while ensuring the business needs are met to grow our early and diverse career pathways...
- Primary divisional contact and reporting team leader for the T&O Graduates and Intern/NWC for the duration of the program/tenure
- Deliver the integration of internship program pathways with our graduate program to ensure identification and retention of key talent
- Provide support, briefing, and coaching of intake Managers & Team Leads
- Use research and data-based insights to address early & diverse talent-related business challenges
- Understand T&O workforce and strategy to address current and future skill requirements and incorporate these insights into the programs
- Understand T&O workforce and strategy to address current and future skill requirements and incorporate these insights into the programs.s and resources to manage the deliverables and outputs for which you are accountable.....
- Provide governance, reporting, and optimization of Early and Diverse Careers function
- Collaborate and deliver skill uplift solutions
- Manage all contractual agreements and statements of works.
Senior Engagement & Practice Lead
WithYouWithMe
06.2022 - 01.2023
- Establish and grow customer relationships in the capacity of a trusted Engagement Lead
- Manage and deliver successful customer onboarding and drive customer SaaS adoption
- Execute high-touch customer points through weekly and monthly engagements focused on delivery and value-based outcomes
- Supported the build-out of the GSI and FSI vertical from the ground up
- Actively participated in signing MSAs with 10+ global enterprise customers
- Closed multi-year FSI deal and largest globally for 3 years at $9.3M
- Led a team of 7 across the Global Engagement team including Canada and the United Kingdom
- Established a Community of Practice across Engagement
- This included setting up weekly sessions for growth and development
- As a Senior Engagement Manager, I was also responsible for managing all workforce delivered under WYWM squad agreements
- These tasks include the day-to-day management of personnel, day-to-day operations, performance reviews, interviews, and customer delivery outcomes
- This resulted in the successful management of 70+ employees throughout my duration of employment at WYWM with a passionate focus on culture, potential, and attitude.
Head of Engagement - Australia
WithYouWithMe
03.2022 - 06.2022
- As the organization grew into the global market, I was selected as the Interim Head of Engagement Australia
- In this role, I managed a team of 4 Engagement managers across 30+ Australian-based high touch customers with a portfolio value of $30M+
- Under my leadership, the team successfully secured $4M+ in renewals and over $3M+ in growth and expansion and established executive reporting lines to support executive regional management
- During this period, I was responsible for developing and running all Engagement operations daily and worked to develop and mature operations including developing reports to support the VP and Executive updates and overall account awareness
- Led a weekly cadence with the Australian engagement team to include customer updates, growth opportunities, conflict resolution, process improvement, and managing objections
- Developed and deployed a global engagement training program to provide updates and training across the role of Engagement Manager, product, processes, and engagement best practices
- Lead, coached, and mentored Engagement Managers from hire to functional team member
- Provided weekly updates to the VP and Executive team
- Delivered a Monthly Customer Engagement Report to assess, monitor, and evaluate support of the platform, its adoption, and associated metrics
- Facilitated process mapping across internal teams to build a robust organizational customer operation including utilizing people analytics to support internal mobility, culture, and aptitude.
Engagement Manager
WithYouWithMe
07.2021 - 03.2022
- Engagement Manager for 15+ Australian-based customers and clients
- Developed, maintained, and grew customer relationships leading to increased engagement, increased adoption of SaaS, and longer-term renewals
- This included reviving a 'dead' account to a 3-year Saas contract
- Liaised with Product Engineering and C-suite leadership to translate business strategies into product development
- Developed, built, and deployed 3 separate training programs for internal mobility and career development
- Produced customer status reports and maintained business relationships with key customers
- Served as the first POC for all customers and resolved any problematic issues
- Managed all secondary contacts and provided customer engagement services including strategy, guidance, and workshops
- Collaborated with internal teams including Sales and Marketing to manage customer-specific campaigns.
Maintenance Supervisor
Lucky Break Property Services
06.2015 - 02.2020
- Business Planning: Developed a business plan outlining goals, target market, and financial projections
- Plan and organize resources and small teams of 5 for efficient operations
- Marketing and Promotion: Implement marketing strategies to attract new clients
- Utilization of Social Media platforms online and offline channels for advertising
- Estimation and Quoting: Provide accurate and competitive quotes for painting projects
- Assess project requirements and estimate materials and labor costs
- Project Scheduling: Create project timelines and schedules
- Coordinate with clients to establish convenient dates for work
- Financial Management: Manage finances, including invoicing, budgeting, and expense tracking
- Ensure timely payment collection from clients
- Supervision and Team Management: Hired and managed a team of 5x painters
- Supervise projects to ensure quality and efficiency
- Customer Satisfaction: Prioritized customer satisfaction and address any post-service concerns
- Encourage customer reviews and testimonials for business growth across social media networks
- Compliance and Licensing: Stay informed about local regulations and obtain necessary licenses
- Ensure compliance with environmental and safety standards
- Networking: Built relationships with suppliers and established a positive community network of word of mouth and referrals
- Attended local events expand the network.
Education
Year 11 -
Hawker College
Canberra, ACT01.2003
Skills
- Navy Veteran
- Customer Engagement, Stakeholder Management, & Relationship Management
- People & Program Management including Onboarding and Development Management
- Business Processes & Business Process Improvement
- Agile Project Management & Coaching
- Business Analysis
- Leadership & Team Leadership
- Human Factor Advocate
Languages
English
Spanish
Affiliations
- Junior Coach - Touch Footy & Soccer (Avalon)
Timeline
Early & Diverse Careers Specialist
IAG
01.2023 - Current
Senior Engagement & Practice Lead
WithYouWithMe
06.2022 - 01.2023
Head of Engagement - Australia
WithYouWithMe
03.2022 - 06.2022
Engagement Manager
WithYouWithMe
07.2021 - 03.2022
Maintenance Supervisor
Lucky Break Property Services
06.2015 - 02.2020
Year 11 -
Hawker College
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