Carla Ciurbe

Experience

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  InSites Consulting

  Nov 2010 - Feb 2015

  • Exceeded expectations in an acting team lead role by optimising project allocation and workload across a team of seven project managers. • Maintained customer satisfaction and team capacity through effective training and supervision of new employees. • Ensured knowledge retention by creating manuals on corporate work tools and processes. • Simplified client interaction by consolidating communication to a single point of contact by improving interdepartmental collaboration. • Improved team cohesion by organising team building exercises. Show less

  • Project Manager

    Oct 2012 - Feb 2015

  • Client Operations Executive

    Nov 2010 - Oct 2012
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  Dynata

  Mar 2015 - Mar 2020

  On top of the tasks of a Project Manager (see below), I additionally: • Drove client referrals by forming strong relationships through proactive listening and clear communication • Enhanced customer experience by delivering training on the company's platform to clients. • Increased operational success by documenting innovative solutions and disseminating further to improve the team's technical knowledge. • Improved the Client Satisfaction Scores for Bain & Company (one of the company’s largest clients at approximately $6M annual revenue) by 16%, by implementing client specific processes. • Thrived under the pressure of delivering the industry's fastest and most demanding market research projects requiring high attention to detail. Show less

  • Senior Project Manager

    Apr 2016 - Mar 2020

  • Project Manager

    Mar 2015 - Apr 2016
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  Language Insight

  Mar 2021 - Sept 2021

  Senior Project Manager

  • Reduced quoting time, improving customer experience and win rate.• Solidified client retention by building strong relationships with complex customers by effectively tailoring communication to different client personas. • Decreased delivery timings by working with stakeholders to understand priorities and expedite delivery options.• Worked autonomously in a 100% remote environment.• Handled approximately 10 - 15 projects at any given time, consistently being the top performer on project volume. Show less

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  Burton Snowboards

  Feb 2023 - Apr 2023

  Seasonal Customer Success Specialist

  • Achieved a 95% customer satisfaction rating by assisting over 1000 customers during peak season by answering inquiries, resolving complaints, and providing product recommendations.• Improved customer retention rate by 15% through prompt outreach and followup, ensuring customers were satisfied with their purchase and addressing any issues promptly.• Reduced the number of failed delivered orders by 7% by proactively engaging with customers and couriers.

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  Cascomp

  Jun 2023 - Oct 2024

  Operations Manager

  • Enhanced company profitability by 6% annually through successful renegotiation of vendor terms and enhancement of existing relationships.• Managed to maintain and improve service levels while achieving cost reduction targets.• Elevated customer satisfaction levels by spearheading a customer feedback project and introducing new product lines to meet demand.• Implemented a new logistics tracking system to enhance efficiency in tracking demand and resupply operations.

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  New Generation Ski & Snowboard School

  Nov 2024 - now

  Resort Manager Austria

  • Managing a team of 48 ski instructors, ensuring smooth operations and high service quality.• Overseeing scheduling to optimize instructor availability and client satisfaction.• Acting as a client-facing representative for sales and customer support.• Managing a junior team member in a similar role, providing mentorship and guidance.• Delivered the biggest two weeks in the nine-year history of the ski school in Austria.• Achieved high customer satisfaction ratings with minimal complaints.• Fostered a strong and supportive culture among seasonal employees. Show less