MACKENZIE REEVES

• Managed a team of three full-time (consisting of senior and lead) and 14 part-time Media Analysts, who provide critical curation services by analysing data streams from media channels to assess the impact of brand marketing, public relations, and social media outreach campaigns.
• Managed day-to-day operations, including planning, directing, delegating and coordinating team workflow.
• Ensured precision in analytical processes, contributing to high stakeholder satisfaction and strengthened client relationships.
• Responsible for the end-to-end hiring process, from conducting interviews to selecting and onboarding over 50 new analysts.
• Ensured critical daily and weekly deadlines were met.
• Offered analysts continuous support and mentoring.
• Collaborated closely with outsourced vendors, providing training to these analysts while fostering strong relationships.
• Working alongside the Sales Ops team, assisting with scoping and quoting for prospective projects by providing valuable input on the project requirements and contributing to the estimation process.
• Acted as a point of contact for client inquiries and concerns related to deliverable quality, promptly addressing issues and proactively proposing solutions.

Achievements:

• Played a crucial role in the Australia / New Zealand Insight Services team more than doubling in size over time, due to increased business growth.
• Successfully implemented Key Performance Indicators (KPIs) to measure team performance and set benchmarks.ulture..
• Successfully implemented Key Performance Indicators (KPIs) to measure team performance and set benchmarks
• Created and actively manage employee induction program for new analysts, providing in-depth training on the daily curation process for newsletters; covering media analysis techniques, content curation strategies, and the utilization of relevant tools & platforms.

• Successfully led two separate analyst teams (Government and Business clients) and played a key role in consolidating them into one unified team.
• Developed and maintained strong client relationships.
• Provided mentorship and leadership to a over 12 analysts.
• Lead quality assurance efforts for complex daily deliverables, ensuring accuracy, consistency, and adherence to client specifications.
• Gained a great understanding of the global media landscape.

• Built on existing duties as a Media Analyst by working on over 10 complex newsletters daily and taking on leadership responsibilities.
• Mentored and trained new analysts.
• Gained an excellent understanding of the Australian and New Zealand media landscape.

• Worked with the team of analysts in NZ alongside the Client Success team in the Australian offices, providing critical curation services built upon the client's monitoring needs, while ensuring customer satisfaction.
• Analyzed data streams from multiple media channels to measure the impact of clients' brand marketing, public relations, and social media outreach campaigns.
• Manually curated daily newsletters and provided outside insights that kept the client informed in their specified areas.

Demonstrated strong customer service skills by assisting and addressing customer needs.

• Assumed supervisory duties at times, showcasing leadership abilities by overseeing team members and ensuring smooth store operations.
• Managed customer conflicts and resolved issues promptly.
• Developed strong communication skills through interactions with customers, colleagues, and management, ensuring clarity in conveying information.
• Adapted to fast-paced retail environments.
• Collaborated with team members to accomplish sales goals and improve overall store performance.