Mary Tenny

• Leading a diverse and multicultural team of 15 in NZ and AU.
• Developed and executed data-driven initiatives for continuous software improvement in customer experience metrics.
• Streamlined processes to reduce response times, thereby increasing overall customer satisfaction rates.
• Collaborated with cross-functional teams to identify and address key areas of improvement in the customer journey.
• Designed and implemented comprehensive training programs for staff to enhance their skills in handling diverse customer needs.
• Enhanced customer satisfaction by implementing innovative strategies and efficient resolution to issues.
• Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
• Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
• Championed continuous improvement initiatives that enhanced operational performance across all departments.

• Enhanced application performance by identifying and resolving technical issues in a timely manner.
• Streamlined support processes for improved end-user experience and reduced resolution times.
• Collaborated with cross-functional teams to develop, test, and implement software updates and patches.
• Improved application stability through proactive monitoring, issue identification, and prompt resolution of incidents.
• Managed incident tracking system, ensuring accurate records and timely follow-ups on outstanding issues.
• Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
• Implemented effective change management processes to minimize disruption during software updates or migrations.
• Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.

• Enhanced travel experience for AJV clients by researching and recommending unique options for settling in NZ.
• Established strong relationships with industry partners, leading to exclusive deals and offers for clients.
• Conducted regular market research to stay informed on emerging trends and offered innovative solutions accordingly.
• Implemented effective communication strategies, providing timely updates on itineraries and changes to clients.
• Coordinated complex multi-city itineraries that catered to individual preferences while maximizing group cohesion.
• Maintained detailed records of client preferences and requirements, delivering personalized service at every touchpoint.
• Created comprehensive pre-travel documentation and Post travel documentation packages thereby equipping travellers with essential information before departure.
• Resolved unforeseen issues during trips swiftly, minimizing disruption and maintaining client satisfaction levels high.
• Monitored industry developments closely to stay ahead of competitors'' offerings and maintain the company''s reputation as a leader in travel management.
• Launched a successful loyalty program, incentivising repeat business and strengthening the company''s reputation for exceptional service.
• Helped customers with passport and visa applications.
• Maintained operational proficiency in coordinating both international and domestic travel accommodations for students and professional arranging for airfare as well as hotel and rental car reservations.
• Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve AJV clients.
• Arranged travel and accommodations for international students and their families settling in New Zealand.
• Developed process improvements and long-term business strategies through analysis of customer feedback.

• Enhanced visa application processing efficiency by streamlining procedures and implementing time-saving strategies.
• Ensured accurate and timely visa approvals by diligently reviewing applicants'' documentation and adhering to strict guidelines.
• Reduced fraudulent applications by conducting thorough background checks and cross-referencing data from multiple sources.
• Kept up-to-date with ever-changing immigration laws, regulations, and policies to provide current information to applicants.
• Provided detailed reports on visa application trends for management review, enabling data-driven decision-making processes.
• Conducted interviews with prospective immigrants to assess eligibility for visas based on established criteria.
• Regularly exceeded performance metrics through exceptional attention to detail during document reviews and case evaluations.
• Managed high volumes of sensitive personal information while maintaining strict confidentiality protocols for applicant privacy protection.

Trained around 3000 students(nurses doctors,engineers and other professionals in IELTS/ TOEFL/GRE /GMAT/SAT exams ) who were aspiring to settle or study abroad in various countries across the globe.

• Improved operational efficiency by streamlining processes and implementing cost-saving measures.
• Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
• Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
• Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
• Implemented quality control systems that boosted overall product consistency and reliability.
• Increased IELTS score averages by implementing personalized study plans and engaging learning techniques.
• Developed comprehensive lesson plans incorporating listening, speaking, reading, and writing skills to ensure balanced IELTS preparation.
• Assisted students in identifying strengths and weaknesses, tailoring instruction to address individual needs for optimal results.
• Collaborated with subject matter experts to create accurate and up-to-date content for training sessions.
• Improved student GRE/GMAT/TOEFL/SAT scores by providing personalized tutoring sessions and implementing effective test-taking strategies.
• Increased student confidence in their abilities by providing consistent feedback and support throughout the tutoring process.
• Organized practice tests under realistic conditions to familiarize students with the testing environment and reduce anxiety on test day.
• Enhanced students'' understanding of subject matter by incorporating real-world examples into lessons.

• Developed business strategies by conducting comprehensive market research and competitor analysis.
• Increased client satisfaction by implementing tailored solutions for their unique business needs.
• Streamlined operational processes with the integration of innovative technologies, reducing overall costs.
• Enhanced team productivity by providing guidance on effective time management and prioritization techniques.
• Evaluated existing business models, identifying areas of improvement to increase revenue generation potential.
• Negotiated favorable contract terms with vendors, saving costs without compromising quality or service levels.

• Enhanced school performance by implementing strategic plans and collaborating with fellow administrators.
• Increased teacher effectiveness through comprehensive coaching, professional development opportunities, and mentorship programs.
• Streamlined school operations by evaluating processes and procedures, identifying inefficiencies, and recommending improvements.
• Fostered a positive learning environment by promoting open communication among staff, students, and parents.
• Evaluated curriculum materials for alignment with state standards, ensuring consistency across grade levels and subject areas.
• Oversaw the development of extracurricular programs that enhanced student life beyond the classroom setting.
• Collaborated with the Parent-Teacher Association to address parent concerns and foster a supportive community for student success.
• Performed classroom evaluations to assess teacher strategies and effectiveness.
• Boosted student engagement through the use of interactive classroom activities and multimedia resources.
• Enhanced student comprehension by utilizing diverse teaching methods and adjusting instruction based on individual learning styles.

• Enhanced spiritual growth by developing and implementing comprehensive Christian education programs for all age groups.
• Strengthened relationships with families by providing ongoing support, resources, and communication regarding the Christian education program.
• Organized special events such as Vacation Bible School or youth retreats to supplement regular programming and deepen student engagement.