Liz Failla
Wakefield,MA
Summary
Strategic leader with over 15 years of experience in customer experience, people operations, and strategic planning. Proven ability to align organizational culture with business objectives, successfully scaling initiatives across diverse teams. Demonstrated success in driving growth and mentoring emerging leaders while navigating complex change.
Overview
20
20
years of professional experience
Work History
Head of Caregiving
Sam, a support system for women
Wakefield, MA
11.2024 - Current
- Founding team member of Sam, a first-of-its-kind support platform for women navigating life transitions.
- Co-created company vision, values, and go-to-market strategy for innovative support platform.
- Launched caregiving vertical, designing targeted services for women supporting aging loved ones.
- Facilitated the recruitment, interviewing, hiring, orientation, and training of experts on the platform.
- Contributed to overall platform structure, optimizing service delivery and user engagement.
Vice President, People & Traveler Support
EF Education First
Cambridge, USA
09.2023 - 06.2024
- Oversaw both the people function and the customer support function, including team management, strategy, and execution for both.
- Boosted employee growth and retention through the development and implementation of a sales career development program, leadership engagement programs, and streamlined promotion processes.
- Drove a continuous improvement initiative, enhanced employee satisfaction, and promoted a positive work culture through strategic alignment and transparency based on the annual global staff survey.
Vice President, People Operations & Executive Support to CEO
EF Education First
Cambridge, USA
10.2021 - 09.2023
- Improved staff support and streamlined transition processes through revamping on-boarding and off-boarding procedures.
- Drove efficiency and improved employee experience through innovative policies, practices, and processes.
- Oversaw benefits administration and staff inquiries by managing a distributed team of HR Generalists/Specialists.
- Drove strategic initiatives and organizational goals through collaboration with the CEO and executive leadership.
Vice President, Customer Experience
EF Education First
Cambridge, USA
03.2016 - 10.2021
- Achieved revenue growth through the strategic enhancement of service revenue sales.
- Significantly improved service delivery and customer satisfaction through the introduction and integration of diverse customer communication channels, including the launch of chat.
- Drove high performance by leading the sales, customer service, quality, and crisis teams across multiple offices.
- Key stakeholder during COVID-19, contributing to critical company policy decisions and crisis management. Implemented diverse customer communication channels, enhancing service delivery.
- Cultivated strong leaders within the organization through mentorship and professional development.
- Restructured teams for improved business processes and overall departmental productivity.
Director of Customer Service
EF Education First
Cambridge, USA
05.2015 - 03.2016
- Exceeded performance targets consistently and boosted staff productivity through conducting in-depth performance analysis, and implementing targeted improvement plans.
- Ensured exceptional service delivery and prompt, effective issue resolution through managing a team of 30.
- Fostered collaborations between the sales, finance, and operations departments, streamlining processes.
Director of Training & Development
EF Education First
Cambridge, USA
08.2013 - 05.2015
- Led and optimized recruitment strategies to attract top talent, and streamline hiring processes.
- Successfully developed and implemented comprehensive onboarding and continued training programs.
- Achieved increased team performance and effectiveness by identifying and addressing employee skill gaps through the creation of targeted training courses.
Director of Sales
EF Education First
Cambridge, USA
01.2010 - 08.2013
- Drove 10-20% sales growth by effectively managing weekly, monthly, and quarterly metrics, resulting in increased sales across all 12 outside sales regions.
- Ensuring optimal allocation of resources and financial efficiency by developing and managing the budget.
- Conducted professional development and performance management reviews based on metrics to measure achievement and organizational impact.
- Drafted, managed, and allocated the budget for the outside sales team.
Regional Sales Manager
EF Education First
Cambridge, USA
01.2008 - 01.2010
- Led a team, emphasizing individual skill development and teamwork.
- Set goals, provided regular feedback, and analyzed performance data for improvements.
Tour Consultant/Team Lead
EF Education First
Cambridge, USA
06.2005 - 01.2008
- Partnered with teachers and administration to plan innovative domestic travel programs.
- Successfully program-managed all trip logistics.
- Professionally developed, and motivated colleagues.
Education
Bachelor of Arts - International Relations and Hispanic Studies
Wheaton College
Norton, MASkills
- Organizational Leadership
- Data analysis
- Operational Efficiency
- Team Development
- Cross-functional Collaboration
- Crisis Management
- Culture Building
- Strategic Planning
- Customer support
- Stakeholder collaboration
- Data analysis
Websites
Timeline
Head of Caregiving
Sam, a support system for women
11.2024 - Current
Vice President, People & Traveler Support
EF Education First
09.2023 - 06.2024
Vice President, People Operations & Executive Support to CEO
EF Education First
10.2021 - 09.2023
Vice President, Customer Experience
EF Education First
03.2016 - 10.2021
Director of Customer Service
EF Education First
05.2015 - 03.2016
Director of Training & Development
EF Education First
08.2013 - 05.2015
Director of Sales
EF Education First
01.2010 - 08.2013
Regional Sales Manager
EF Education First
01.2008 - 01.2010
Tour Consultant/Team Lead
EF Education First
06.2005 - 01.2008
Bachelor of Arts - International Relations and Hispanic Studies
Wheaton College
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