Lyon Iain Rich Ambrosio

• Managed remote teams, driving productivity, accountability, and achievement of client KPIs.
• Oversaw daily operations, ensuring efficient workflows and high service standards.
• Develop SOPs and improve workflows to standardise operations and boost efficiency.
• Monitor team and client performance metrics to spot gaps and act.
• Coordinate with leadership to deliver initiatives, improve processes, support growth.
• Lead team meetings to provide coaching, feedback, and clear resources.
• Manage escalations and complex cases across teams for timely resolutions.
• Oversaw client accounts, resolved issues, and fostered strong satisfaction relationships.
• Support recruitment onboarding, training, and ongoing performance management.
• Prepare operational reports for leadership, highlighting trends, challenges, improvement opportunities.

Oversaw day-to-day operations to ensure seamless service delivery and alignment with organisational goals.

• Coordinated team activities to meet client requirements, KPIs, and objectives consistently.
• Managed client relationships, providing ongoing support to maintain high levels of satisfaction.
• Coordinated cross-functional teams to resolve client concerns with effective, practical solutions.
• Negotiated contracts and renewals while supporting long-term client continuity.
• Monitored client performance to spot risks, operational issues, and growth signals.
• Prepared and delivered management reports on client health and operational results.
• Improved internal workflows and processes to increase efficiency and service delivery.
• Supported leadership with client management coordination for overall business operations.
• Organised and attended industry events and conferences to strengthen relationships.

• Conducted client meetings to strengthen relationships and ensure ongoing satisfaction.
• Coached team members on cold calling, communication, objection handling, and lead-generation strategies.
• Provided actionable feedback and coaching to improve sales and communication skills.
• Monitored KPIs and performance metrics to evaluate individual and team performance.
• Audited sales and lead-generation calls to identify performance gaps and recommend improvements.
• Optimised training processes to enhance employee development and effectiveness.
• Contributed to operational improvements while consistently working toward performance goals.