Daisy Forzan
Fort Lauderdale,FL
Summary
Dynamic Operations Manager adept at driving business optimization and enhancing operational efficiency in client-centric roles. Known for navigating complex challenges with a customer-focused mindset and hands-on approach. Demonstrated success in streamlining processes across the client journey and internally, seamlessly managing multiple projects with CRM systems. Recognized for exceptional planning and problem-solving abilities, facilitating the execution of day-to-day activities. Results-oriented with strong communication skills and a strategic mindset to drive impactful changes.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Operations Manager
SCOPEinsight
01.2022 - 02.2024
- Spearheaded operational enhancements across all client touchpoints and client journey
- Streamlined management systems and processes
- Led end-to-end project management ensuring quality and timely delivery
- Fostered collaboration between departments and achieved team objectives within the Operations department
- Directed quality control department initiatives
- Collaborated with executive team to define values, KPIs, and implement growth strategies
- Conducted regular alignment meetings with team members and clients
- Served as primary client liaison, ensuring exceptional customer care
- Cultivated strategic partnerships during projects with entities like IFC, NGOs, and Governments
- Developed and facilitated client training programs
- Managed company's training platform and dashboard between other CRM systems.
- Orchestrated presentations and client kick-off calls, onboarding, support, and lessons learned sessions
- Conducted monthly board meetings with executive leadership to drive innovation and process improvements.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Business Process Specialist
Natural Habitats B.V.
08.2020 - 01.2022
- Create, Characterize, and document Business processes, policies, and operating information; support with the analysis of processes
- Guide and assist in the development of the company's social projects in rural communities of Ecuador (Projects such as children football schools, COVID19 aid, Women skill development programs etc.)
- Update, asses, and develop recommendations for improving operations; such as improvements in management methodologies, report formats, processes, policies, operations etc
- Create and produce communication materials on own initiative, demonstrating the ability to communicate well verbally and in writing on a variety of platforms and settings
- Prepare presentations (including training materials) in order to demonstrate flow of processes and recommendations for change
- Travel internationally to take part in internal audit procedures
- Create Internal Audit Documentation
- Aid with product certifications.
- Reduced operational costs with thorough analysis of existing processes and recommending necessary improvements.
Management Assistant
SWIFT
03.2020 - 06.2020
- Conduct research and prepare documents for managers
- Attend meetings on their behalf and provide summaries or minutes
- Support executive managers in daily tasks
- Coordinate visits from external and international guests
- Schedule conferences and coordinate with suppliers
- Perform administrative duties as per policies and procedures
- Act as managers' primary point of contact, handling calls, letters, and inquiries
- Familiarize with SWIFT's policies and procedures
- Arrange business trips and necessary facilities.
- Created and updated records and files to maintain document compliance.
- Provided administrative support during key projects.
TESLA - Inside Delivery Specialist EMEA
TESLA
12.2018 - 01.2020
- Support and aid the company with the launching of their model 3 Vehicle in Europe
- Monitor pipeline flow while managing clients/companies delivery profiles
- Hands on in every aspect of the logistics
- Admin and operations
- Work through financing incentives
- Utilize CRM system skills (Salesforce between others) to ensure accurate and timely information is available
- Inbound and outbound logistics operations such as; transportation, inventory control, shipping methods, schedules and requests etc
- Monitor import and export documents and processes to ensure legal and regulatory compliance
- Report feedback and work closely to sales, marketing and development teams to improve product acceptance
- Manage operations interactions as defined by the Tesla Delivery Program
- Develop an in-depth knowledge of vehicle drive systems and features and be able to relay this information.
- Resolved customer complaints professionally, demonstrating empathy while finding solutions that met their expectations.
Intern in the Office of the Director, Division of External Operations Unit
International Criminal Court
05.2017 - 08.2017
- Conduct background research on a wide variety of matters to support the work of the Director for External Operations
- Conduct legal analysis on issues related to judicial cooperation with the States and IGOs
- Attend meetings and conferences, prepare supporting documentation, and prepare summaries and minutes of meetings
- Assist in drafting letters/ documents
- Perform any other duties as required by the Director and team.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
Administrative Assistant
Perfect Edge Inc
09.2014 - 08.2015
- Manage calendar for Operations Manager.
- Assist in resolving any administrative problem.
- Run company's errands.
- Answer calls from customers regarding their inquiries.
- Prepare and modify documents including correspondence, drafts, reports, memos and emails.
- Schedule and coordinate meetings, appointments, for the manager.
- Handle sensitive information in a confidential manner.
Education
Master in International Relations -
Webster University
Leiden Campus, The Netherlands01.2017
Bachelor in International Relations Minor in Political Science And Government -
Florida International University (FIU)
Miami, FL07.2015
HBO in General Studies -
Broward College
Florida Campuses, United States12.2012
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Strategic Planning
- Process Improvement
- Project Management
- Quality Management
- Administration
- Computer literacy
Certification
- Certificate of Asian Studies (FIU, 2015)
- Certificate of European Studies (FIU, 2015)
- Certificate Children's rights and child protection (online course at HarvardX, 2020)
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Italian
Limited Working
Timeline
Operations Manager
SCOPEinsight
01.2022 - 02.2024
Business Process Specialist
Natural Habitats B.V.
08.2020 - 01.2022
Management Assistant
SWIFT
03.2020 - 06.2020
TESLA - Inside Delivery Specialist EMEA
TESLA
12.2018 - 01.2020
Intern in the Office of the Director, Division of External Operations Unit
International Criminal Court
05.2017 - 08.2017
Administrative Assistant
Perfect Edge Inc
09.2014 - 08.2015
Master in International Relations -
Webster University
Bachelor in International Relations Minor in Political Science And Government -
Florida International University (FIU)
HBO in General Studies -
Broward College