Andrea Green
Milpitas,CA
Summary
Professional specializing in operational excellence and quality within customer-facing settings, focusing on process optimization and change management. ISO 9001 certified internal auditor with practical experience in internal audit planning and execution, enhancing external certification readiness. Known for streamlining complex processes and performing root cause analyses, fostering collaboration with stakeholders to achieve measurable enhancements.
Overview
22
22
years of professional experience
Work History
Quality Management Systems (ISO 9001) Consultant
Independent
08.2024 - Current
- Lead quality initiatives aligned with ISO 9001 standards, running internal audits and assisting organization with certification readiness.
- Conduct change impact analysis to assess operational, system, and people impacts of business and process changes.
- Design and deliver quality, customer focus and process training courses across cross-functional teams.
- Partnered with process owners to document, standardize, and optimize processes using internal systems and tools.
- Performed internal audits, managed corrective actions, and supported continuous improvement initiatives.
- Enabled greater process consistency and adoption across the organization.
- Provided consulting support to a software organization focused on strengthening quality management, driving change, and optimizing operational processes.
VP: Account Management
IsoMetrix
South Africa
10.2023 - 04.2024
- Define and communicate strategic direction for Customer Success (ESG).
- Collaborate cross-functionally to meet company service delivery goals.
- Establish and implement consistent customer service standards.
- Collaborate and work with Product Marketing, Marketing, Sales and Product & Development of the customer journey and customer strategy of the ESG product and services offering.
- Present performance reports to leadership and drive new software revenue.
- Work with Business Development teams to generate new software revenue across EMEA, and in other markets as required.
- A software company focused on Environmental, Social, and Governance (ESG) solutions.
VP: Field Operations
IsoMetrix
South Africa
08.2022 - 10.2023
- Define and communicate strategic direction for Customer Success (ESG).
- Collaborate cross-functionally to meet company service delivery goals.
- Establish and implement consistent customer service standards.
- Collaborate and work with Product Marketing, Marketing, Sales and Product & Development of the customer journey and customer strategy of the ESG product and services offering.
- Present performance reports to leadership and drive new software revenue.
- Work with Business Development teams to generate new software revenue across EMEA, and in other markets as required.
- A software company focused on Environmental, Social, and Governance (ESG) solutions.
Customer Success Executive
IsoMetrix
South Africa
11.2019 - 08.2022
- Spearheaded global support and customer success management through comprehensive departmental business plans.
- Orchestrated leadership of worldwide customer success manager and global support manager teams to foster collaboration.
- Actively collaborated with executives to ensure seamless internal stakeholder engagement towards shared goals.
- Championed a customer-centric approach by engaging with customer success managers to shape strategies.
- Worked closely with the CSM team to translate product adoption into measurable customer ROI.
- Drove attainment of ISO 9001 certification while serving as an internal auditor for quality audits.
- Cultivated strong relationships with strategic customers and partners, facilitating mutual growth.
- Delivered monthly reports to senior management, highlighting key metrics and facilitating decision-making.
Senior Operations Manager
IsoMetrix
South Africa
03.2018 - 11.2019
- Oversaw global support, technical teams, and IT operations.
- Managed support and technical support teams, focusing on KPIs.
- Spearheaded Channel Partner strategy and solution delivery.
- Contributed to ISO 27001 certification process.
- A software company focused on Environmental, Social, and Governance (ESG) solutions.
Customer Services Manager
IsoMetrix
South Africa
10.2012 - 03.2018
- Monitored and enhanced customer service satisfaction.
- Led support team, managed KRAs, and delivered against plans.
- Facilitated training, including external user sessions.
- Lead CSMs on strategic planning for upsells and customer referenceability.
- Executed Channel Partner strategy and coordinated PoCs.
- A software company focused on Environmental, Social, and Governance (ESG) solutions.
Sales Manager
I-Beads
London, UK
03.2011 - 11.2011
- Managed sales and customer service teams for all languages (presence in Switzerland, Austria, France and UK).
- Developed and executed sales strategies, achieving targets.
- Maintained customer relationships and managed loyalty program.
- Led website updates and maintenance and contributed to partnership initiatives.
Retail Manager
Harrods
London, UK
08.2009 - 12.2010
- Directed daily operations, managed staff, and ensured efficiency.
- Drove sales, collaborated with buying, and managed budgets.
- Maintained high standards for customer care and safety.
- Conducted training, evaluated performance, and resolved issues.
Sales Associate/Sales Executive
Harrods
London, UK
10.2003 - 05.2007
- Proficiently managed tills, ensuring their seamless operation from opening to closure at the start and end of business hours.
- Consistently delivered an exceptional standard of customer service, adeptly meeting customer needs while optimizing sales opportunities.
- Handled ticket printing and rebates processing, meticulously organizing transfers and ensuring accurate record-keeping.
- Collaborated closely with management to successfully orchestrate the Summer Sale of 2004, playing a pivotal role in preparing sale stock for shop floor display from storage areas, and efficiently printing tickets.
- Attained the prestigious Chairman's Award in recognition of outstanding performance during the summer period of 2005, highlighting exceptional dedication and contributions to the team's success.
Education
Lean Six Sigma White Belt Certification - Advanced
12.2023
ISO 9001:2015 For Internal Auditors - Auditing of Quality Management Systems
DQS Training Academy
02.2021
Management Development Programme -
The “Ripple” Effect
South Africa07.2013
Harrods Management Programme - Level 2 Certificate in Team Leading with ILM
Harrods Management Programme
UK09.2007
Higher National Diploma - Music Production
Farnborough College of Technology
Farnborough, UK09.2003
High School Diploma - English and Maths GCSE and “A” Level Media and Business Studies
St. Gregory’s Sixth Form
London, UK10.2001
Primary and High School - 15 subjects including: Algebra, Trigonometry Physics, Biology, Music, Geography, Chemistry, English, Spanish, and French.
St. George’s School
Bogotá, Colombia09.1999
Dancing, drama, vocal work, and choreography academy.
“Claraluna” Taller Artistico
Bogotá, Colombia08.1999
Skills
- Quality management and ISO 9001 implementation
- Process optimization
- Customer success strategy
- Change management and impact analysis
- Service delivery coordination
- Internal auditing
- Cross-functional collaboration
- Problem solving
- Effective communication
- Training development
- Operational excellence
- Team training
References
Available upon request.
Languages
Spanish, Fluent - written and spoken
Timeline
Quality Management Systems (ISO 9001) Consultant
Independent
08.2024 - Current
VP: Account Management
IsoMetrix
10.2023 - 04.2024
VP: Field Operations
IsoMetrix
08.2022 - 10.2023
Customer Success Executive
IsoMetrix
11.2019 - 08.2022
Senior Operations Manager
IsoMetrix
03.2018 - 11.2019
Customer Services Manager
IsoMetrix
10.2012 - 03.2018
Sales Manager
I-Beads
03.2011 - 11.2011
Retail Manager
Harrods
08.2009 - 12.2010
Sales Associate/Sales Executive
Harrods
10.2003 - 05.2007
Lean Six Sigma White Belt Certification - Advanced
ISO 9001:2015 For Internal Auditors - Auditing of Quality Management Systems
DQS Training Academy
Management Development Programme -
The “Ripple” Effect
Harrods Management Programme - Level 2 Certificate in Team Leading with ILM
Harrods Management Programme
Higher National Diploma - Music Production
Farnborough College of Technology
High School Diploma - English and Maths GCSE and “A” Level Media and Business Studies
St. Gregory’s Sixth Form
Primary and High School - 15 subjects including: Algebra, Trigonometry Physics, Biology, Music, Geography, Chemistry, English, Spanish, and French.
St. George’s School
Dancing, drama, vocal work, and choreography academy.
“Claraluna” Taller Artistico