Tatiana Fitzsimons-Timoti

Operations & Optimisation:

• Actively participate in team meetings, workshops, and manage any required weekly operational tasks with strong attention to detail
• Assist with onboarding and training of new team members and ensuring all internal product and process knowledge is kept up to date
• Work alongside the Account Director, focussing on growth for existing key client accounts whilst also meeting new business targets
• Partner with the NZ GM and Account Director for Hospitality Events Promotions and Retail to drive process improvements across the team

Client Management:

• Build and maintain strong relationships with key clients, ensuring a strong understanding of the client's business needs and operations
• Act as a point of contact for clients to ensure all requirements are met and that clients understands processes and operations
• Ensure timely response to client enquiries and ensure clients are regularly updated on progress and platform updates

Recruitment & Onboarding:

• Manage recruitment drives and workforce builds through key channels
• Provide expert operational support for clients, including detailed platform training and updating and maintaining internal databases
• Run virtual interviews, screen candidates to assess their suitability for roles
• Coordinate pre-employment checks to ensure employees are ready to work and fast track seamless onboarding to the Sidekicker platform

Roster Management:

• Crafting and sending communications to employees, clients in the lead up to large recruitment drives and rostered shifts
• Coordinating with a number of key clients to ensure adequate coverage in the event of last minute withdrawals
• Manage onsite event/stadium staff check-ins for client events where high volumes of staff are required
• Following up on employee and client queries/issues post shifts
• Attend monthly reviews with key clients alongside the Account Director

• Coordinate with clients in relation to staffing requirements and provide platform and marketplace training and assistance where needed.
• Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
• Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed
• Ensuring knowledge of the platform, and internal processes and guides is kept up to date
• Assist with training of new staff
• Communicate and provide platform support to Account Managers to resolve clients/employee issues

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving issues
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Handled 100+ calls per day to address customer inquiries and concerns, covering call centre queues for AA Roadservice, AA Membership, AA Plus, AA Home Response, and AA Business Service Centre
• Preserved revenue streams by utilising strong communication and negotiation skills. Maintained customer satisfaction with forward-thinking strategies prioritizing customer needs and service recovery to resolve concerns
• Ensured company product knowledge was up to date and educated customers on promotions to enhance sales

• Managed all aspects of travel arrangements for speakers and VIP guests attending events, ensuring a positive experience throughout their stay
• Supervised on-site event staff for smooth execution of planned activities while maintaining high safety standards
• Achieved budget goals by diligently tracking expenses and identifying cost-saving opportunities throughout the planning process
• Delivered exceptional customer service to attendees, promptly addressing inquiries and resolving issues onsite
• Utilized social media platforms effectively to promote events, engaging target audiences through compelling content creation
• Maximized event attendance, devising targeted marketing strategies to increase public awareness and interest
• Coordinated seamless registration processes for events, utilizing technology solutions to streamline check-in procedures
• Facilitated effective communication among team members during the planning stages, fostering a collaborative environment that encouraged success
• Ensured compliance with all relevant regulations, obtaining necessary permits and licenses for events as needed.
• Enhanced event attendee satisfaction by effectively coordinating all event logistics and ensuring smooth operations
• Developed and maintained collaborative working relationships with key accounts
• Coordinated with sales and marketing teams to publicize and promote events
• Developed and distributed event surveys to gather feedback and assess event success

• Keep track of monthly, quarterly and yearly goals
• Work with management to assess and improve processes and policies
• Monitor and report on department revenue and cash flow
• To assist, establish and implement new employee training with particular emphasis on structured on job training
• Address employee complaints or performance issues as needed
• Be aware of group VIP arrivals and departures and that all preparations are made for them
• Address customer complaints and provide service recovery
• Managing department rosters/schedules
• Help management create the department's budget
• Meet regularly with upper management to stay informed on company issues
• Oversee security of the facility in the absence of senior management

• Assisted GM and FOM with Hotel Pre-Opening responsibilities, developed Front Office SOP's, training manuals, trained staff on PMS and POS systems, set up Front Office equipment and assisted other department heads in set up process where required
• Trained new employees, demonstrating best methods for serving clients and guests
• Maintained accurate, current, and compliant financial records by monitoring and addressing variances.
• Kept accounts in balance, resolved discrepancies, and ran daily reports to verify totals.
• Prepared financial audits and assimilated to Hotel General Manager and Department Heads for review daily.
• Planned coverage needs and organised services to support incoming special events/parties.