Andri O.
Mid-Level Operations and Client Experience Manager
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Andri O. is a seasoned professional in operations and client experience management with an extensive track record at Isabella Garcia International in Sandton. In her role as Assistant Manager of Client Care, she effectively managed operations for 200,000 subscribers, achieving a 99.9% SLA adherence and ensuring regulatory compliance. She led a team of 28, providing performance management and strengthening accountability to maintain service consistency. Andri played a pivotal role in directing escalation governance for high-risk cases, successfully reducing resolution times. Her expertise in Microsoft Dynamics 365 implementation enabled a seamless user adoption and system integration. As a CRM superuser, she provided critical training and support, optimizing data integrity. Her strategic approach reduced recurring issues by analyzing complaint datasets, driving process improvements, and enhancing retention strategies. Andri holds an MBA from Edinburgh Business School, bringing a blend of analytical and hands-on skills to cross-functional leadership and operational excellence.
Experience
Assistant Manager - Client Care
Isabella Garcia International · 2022 — 2026Managed all aspects of client operations for 200,000 subscribers, ensuring 99.9% SLA adherence and compliance with regulations in a high-volume setting. Mentored 28 team leaders and consultants, maintaining service quality above 95% and fostering accountability. Oversaw escalation processes for 100 high-risk cases monthly, enhancing organizational risk management. Led the implementation of Microsoft Dynamics 365 for 36 users, achieving a 95% adoption rate. Served as a CRM superuser for Dynamics 365, providing training and support to optimize system usage. Established communication frameworks and standard operating procedures to improve client retention and minimize repeat complaints. Analyzed 200 monthly complaint datasets to identify root causes and drive process enhancements while collaborating with Operations, Finance, and Sales for better alignment and efficiency.Assistant Manager - Operations
Isabella Garcia International · 2022 — 2022Revised workflows and internal operations, resulting in a 20-30% increase in efficiency. Facilitated cross-department collaboration between Operations, Finance, and Customer Service to enhance service delivery and consistency. Strengthened internal controls and governance, achieving full audit readiness. Examined operational performance data to discover bottlenecks and introduced solutions that decreased repeat issues by 15%. Developed and instituted standard operating procedures that improved service quality and process stability across teams. Trained 4 team members on SOPs, leading to a 95% compliance rate in execution.Administrator - Operations and Sales Administration
Isabella Garcia International · 2018 — 2022Coordinated operations among Finance, Sales, and Administration in a high-volume environment that supported 1,000 active client accounts. Ensured near 100% data accuracy in operational databases and records, maintaining integrity in reporting and regulatory compliance. Handled 2,000 EFT payments and reimbursements monthly with a focus on accuracy and timeliness. Managed sales operations tasks, including order processing and addressing 4,000 weekly client inquiries. Identified and rectified operational inefficiencies, contributing to a 15-20% improvement in workflow speed and precision. Collaborated with Operations, Sales, and Finance to smooth workflows and enhance end-to-end service delivery.
Skills & Expertise
Education
- Master of Business AdministrationEdinburgh Business School, Heriot-Watt University · — — 2022
- Bachelor of Arts, Film & Television ProductionAFDA · 2012 — 2012
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