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
Utrecht, The Netherlands
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.
Rotterdam, The Netherlands
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
Leiden, The Netherlands
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
Amsterdam, The Netherlands
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
The Hague, The Netherlands
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
Fort Lauderdale, FL, United States
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