Nadja Lancaster

I provided business consulting services for clients in the following areas:

• Assisted with customer service issues. Resolved difficult calls and sensitive complaints, using compassion and excellent communication skills to deliver prompt resolutions and assure customer satisfaction.
• Assisted and trained other staff members with resolving complex customer issues and implementing targeted solutions.
• Developed a FAQ database so other staff members can deliver knowledgeable service for routine questions and service complaints.
• Relayed customer feedback to cross-functional teams to improve products and services.
• Assisted customers with general program questions, making payments, establishing payment plans, technical issues with eLearning program, etc.
• Developed new processes and evaluate existing operational processes to assure efficiencies by delivering recommendations for improvements.
• Generated reports used to support business decisions, evaluate company performance and team targets.
• Created and implemented online marketing and sales campaigns using Keap (fka Infusionsoft) to increase sales and list building.
• Evaluated campaign metrics to optimize funnels and increase success rate.
• Set up and monitor online courses in LearnDash (WordPress learning management system) and assured great student experience and satisfaction.
• Coordinated larger projects, tracked project schedules and keep internal team members and external vendors accountable to complete tasks on time and on budget.
• Set up and prepare team meetings, incl. agenda and task list.
• Liaised with company owners and external offices to ensure ongoing quality assurance, program integrity and compliance.
• Planed and organized larger off-site meetings and events.

• Assisted cross cultural coaches as a business and daily living resource during trainings of C-level executives who were moving to Switzerland from all over the world, as well as clients moving from Switzerland to the United States.
• Commissioned by a large corporation to write a cross cultural guide book on Switzerland for their coaches to use to prepare for client trainings.
• Founding member of SIETAR Switzerland - Secretary General from 2014 - 2015.

• Developed quality control tools and reporting systems to address quality and safety non-conformances of global NAFTA suppliers.
• Addressed non-conformances via change management processes together with vendors.
• Evaluated and streamlined processes within the Procurement and Logistics department.
• Involved in recruiting, contracting and evaluating transportation partners.
• Prepared monthly P&L reports and presentations.
• Executive assistant to the VP of Procurement and Logistics.
• Member of the raw material sourcing team.

• Managed projects and deadline to ensure that key account team stayed on track and task for all US based key accounts.
• Market research.
• Organized external and internal meetings.
• Translated documents from German to English and vice versa.
• Administrative responsibility for 20+ sales manager.