Tayla Pignataro

Membership Engagement & Retention:

• Ownership and management of relationship with key accounts within building.
• Accountable for member retention, Net Promoter Scores, and overall member satisfaction.
• Communicate and drive success of business updates, process changes, company initiatives, and goals.

Building Operations and Management:

• Ensure quality standards within spaces and member request SLAs are being met.
• Engaging with Landlords in conjunction with Asset Director and Real Estate to handle any building-related escalations.
• Managing building-level Operating Expenses in partnership with Building Operations team.

Team Management:

• Oversee and lead my team to execute on their objectives as an individual and a team to reach business & member goals.
• Ensure team has been trained thoroughly during on-boarding process and have tools necessary to succeed in their respective roles.
• Supporting direct reports in creation of development plan, through ongoing tailored coaching and by meeting with them weekly in one-on-one's to deliver feedback.
• Support individuals to pursue meaningful growth opportunities
• Track performance of direct reports regularly and conduct performance management reviews

• Introduced higher standards for customer service and increased efficiency by streamlining operations
• Worked with marketing department to launch and manage promotional activities and campaigns
• Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
• Exceeded team goals and collaborated with staff members to implement customer service initiatives.
• Developed and offered unique discount options to drive interest in new product lines.
• Resolved concerns with products or services to help with retention and drive sales.
• Followed through with client requests to resolve problems.

• Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives
• Arranged corporate and office conferences for company employees and guests
• Maintained CRM database with customer updates and report generation
• Optimised organisational systems for payment collections, AP/AR, deposits and record keeping
• Managed office operations while scheduling appointments for department managers
• Sourced vendors for special project needs and negotiated contracts
• Processed travel expenses and reimbursements for executive team and senior management group
• Created expense reports, budgets and filing systems for management team
• Worked collaboratively with auditors throughout reviews, offering assistance and clerical support.

• Building strong relationships with direct clients from regional areas
• Manage and clearly communicate the approved credit process, to ensure the best outcome in relation to sales customers and money to be paid to the company
• Resolve any written or telephone customer queries
• Liaise with greater Accounts team regarding payment terms, general ledger coding and auditor requirements

• Established and managed proposal bookings and spot placement
• Preparation of airtime proposals
• Building strong relationships with diverse customer base
• Account Management
• Tailoring proposals for clients