Jennifer Barros

• Due to a company-wide restructuring

• Leading projects & driving operational excellence within CoachHub's Innovation Lab with a department mission to facilitate innovation in digital coaching at the intersection of science-based research, market application and CoachHub's mission

Accomplishments include:

• Spearheaded process improvement initiatives that resulted in increased productivity and streamlined workflows across departments.
• Facilitated knowledge sharing and skill development workshops for project team members, enhancing team capabilities and project outcomes.
• Conducted post-project evaluations to identify areas of improvement and implement corrective actions for future endeavors.
• Co-author of Global AI in Coaching study Designed and introduced project management framework Project lead on several internal and cross-functional projects

• Leading projects & driving operational excellence within CoachHub's Customer Success organisation

Accomplishments include:

• Project lead on rolling out Segmentation & Service Levels across our global Sales and Customer Success teams
• Enablement lead on a number of product Go To Market initiatives and Gainsight roll-out
• Developed a Project Management Framework for the team in collaboration with Senior Project Managers across the organisation
• Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
• Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.

• Relocating with my family from Scotland to Portugal
• A dream 15 years in the making, I'm so grateful it's come true.

• Promotion to Customer Success Leader to manage the CSM Team and develop and implement a company-wide Customer Success Strategy

Accomplishments include:

• Hiring, onboarding, coaching and mentoring of Customer Success Managers
• Developing operational best practice, customer journey playbooks and development of team Objectives & Key Results
• Cross-functional alignment introducing and building the Customer Success strategy across all areas of the business
• Delivered exceptional onboarding journey, emphasising change management and accountability

• Increasing Customer Health across my portfolio of clients using Mobysoft's software product, by applying my Customer Success knowledge and experience both internally and with key customer stakeholders

Accomplishments include:

• Supporting the introduction of several Customer Success best practice initiatives at MobySoft.
• Turned a number of "at risk" clients to engaged and referenceable customers.
• Achieved 100% logo retention of my portfolio.

• Numerous promotions across Customer Success organisation
• Accomplishments include: More than doubled the usage and adoption of LifeWorks by Boots colleagues from 10% in 2017 to 25% in 2019 across all business units. 300,000 Walgreens employees joined LifeWorks as a result of a recommendation from my stakeholder at Boots UK (part of Walgreens Boots Alliance) Supported on the recruitment and led on the training and mentoring of several CSM's.

• Numerous promotions across the inflight organisation

Accomplishments include:

• Supervisor onboard the aircraft managing a team of up to 5 cabin crew members
• Manged groups of new recruit cabin crew members in classes of up to 30 for 6 week blocks across Europe
• Trained 3,500 cabin crew and pilots in Safety & Emergency Procedures
• Trained, coached and mentored new Safety & Emergency Procedures trainers
• Updated and streamlined Safety & Emergency Procedures manual used by all Ryanair pilots and cabin crew
• Represented Ryanair at Irish Aviation Authority meetings