Safa Gaja

Experience

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  Vistaprint

  Feb 2014 - Oct 2019

  Team Coaching & KPI Achievement: Motivated and coached team members to consistently meet KPI targets, providing ongoing feedback and performance assessments to drive individual and team success.Performance Monitoring & Reporting: Monitored team progress, identified challenges, and implemented solutions through regular reporting and performance reviews to ensure continuous improvement.Quality Management & Operational Excellence: Managed the quality of creative output within operations, ensuring high standards and consistency across deliverables. Developed and delivered technical design training to enhance team capabilities and output quality.Staffing & Productivity Optimization: Assisted with hiring, training, and scheduling to maximize team productivity, ensuring optimal resource allocation and efficiency. Show less

  • Care Design Team Leader

    Feb 2017 - Oct 2019

  • Design Consultant (UK/US)

    Dec 2014 - Jan 2017

  • Customer Service Representative UK Market

    Feb 2014 - Dec 2014
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  ReBootKamp (RBK) Tunisia

  Dec 2019 - Sept 2020

  Program Manager ll Head of learning and Development

  Instructional Design & Program Leadership: Led the development and delivery of tech training programs, ensuring alignment with business objectives and industry standards. Tailored curricula to learner needs, driving skill development and job readiness.Learner Evaluation & Program Customization: Evaluated learner progress and adjusted training based on skill levels, creating refresh sessions and targeted interventions to address knowledge gaps and reinforce key concepts.Metrics Accountability & Performance Tracking: Managed key cohort metrics, including placement rate, Net Promoter Score (NPS), and starting salary, using data to continuously improve program outcomes and learner success.Mentorship & Career Development: Developed mentorship programs to provide ongoing support and career guidance, ensuring smooth transitions into the workforce and boosting job retention.Process Improvement & Operational Excellence: Drove process improvements in an Agile environment, optimizing training workflows and ensuring program scalability and efficiency.Team Leadership & Collaboration: Managed instructional designers and trainers, fostering a culture of collaboration and excellence.Partnered with HR, operations, and tech teams to refine training strategies and enhance learner experiences. Show less

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  Tayara Group

  Oct 2020 - Nov 2022

  Head Of Operations

  Led regulatory compliance initiatives, ensuring adherence to industry standards and best practices across operations.Evaluated operational risks and spearheaded quality assurance programs to enhance service delivery and minimize disruptions.Directed the implementation of technology solutions to streamline customer retention processes, improving efficiency and customer satisfaction.Coordinated cross-functional teams in customer service, helpdesk support, site moderation, and sales lead generation to optimize performance and drive business goals.Managed the qualification and conversion of sales leads, contributing directly to increased company revenue.Drove process mapping and continuous improvement efforts, identifying bottlenecks and implementing solutions that enhanced operational efficiency and reduced costs. Show less

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  GOMYCODE

  Feb 2023 - Jun 2023

  Site Manager

  Leading the largest GMC hackerspace in Lac 1. Run the day to day operations of the hackerspace smoothly and effectivelyManage the hackerspace capacity by coordinating with the sales and operations teamServe members through instruction, providing clear processes and clean and safe work environments.Work with Marketing to organise events such as workshops, info sessions, demo days, job fairs etcManage student and the instructor on boarding processes.Manage post-sales technical support for new customers.Create a supportive environment for learning, creativity, and creation.Elicit feedback from students and instructors to ensure improvement in overall experienceown a city from end to end. You will manage expansion, revenue growth & costs.Accountable for all KPIs Show less

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  Pixartprinting - a Cimpress Company

  Jun 2023 - Jun 2024

  Customer CARE Operations Manager

  Workflow Optimization: Analyzed and streamlined support workflows to enhance operational efficiency and service delivery.Service Design & Implementation: Contributed to the design and rollout of new support channels, ensuring alignment with organizational goals and customer needs.Performance Reporting: Prepared performance reports, tracked KPIs, and provided data-driven insights for continuous improvement.Issue Resolution: Identified and addressed operational obstacles, maintaining high service standards.Budgeting & Forecasting: Assisted in budgeting and forecasting for customer service, tracking performance against financial targets. Show less