Laura Scheriau

Director of Global Operations

Level
Senior
Location
London, United Kingdom
Availability
Locked Pro Plan feature
Professions
-

Projects

About me

I am a realistic, calculative, patient and goal-oriented professional. Focused on providing high quality productions through process optimisation. I am fluent in German, English and Spanish.

Skills

  • Project Management
  • Process Development
  • Process Design
  • Budget Control
  • Operations Management
  • HR
  • Finance Management
  • Team Coaching
  • Learning Development
  • Creative Advertising

Companies I’ve worked with

  • S

    Saarland University

    • D

      DAAD

      • U

        UANL

        • A

          Asurion

          Work history

          Currently

          Director of Global Operations

          TBD Media Group Ltd

          Jan 2018
          • London, United Kingdom
          • Full Time
          • Contributing to the development, implementation, monitoring and review of a business strategy that maximises the net profit by controlling costs at international level; to build motivated and high performing teams through the effective leadership and line management to production staff. Ensuring that TBD Media maximises ‘added value’ opportunities through its production efforts. Overseeing high-level HR duties, such as attracting talent and setting training standards and hiring procedures. Analysing and improving organisational processes, and working to improve quality, productivity and efficiency. Taking decisions on matters relating to the day to day operation within the international production of our videos, including the strategic planning of resources. Designing policies, overseeing client communication as well as Media partner contacts, and implementing technology solutions. Ultimately, I ensure our operations run smoothly and that people are productive.

          2017

          Operations Manager Europe

          Asurion

          Feb 2017 - Dec 2017
          • London, United Kingdom
          • Full Time
          • Lead a team of managers and their respective teams (50+) by providing direction, support and career development. Improve team member satisfaction by creating an environment consistent with Asurion’s Core Values, enhancing and/or creating processes. Track and provide accurate and timely documentation on performance in my department. Provide coaching and mentoring sessions for managers, as well as their dependents when needed to improve individual and team performance, to increase productivity as well as customer satisfaction. Align the operational development with the international company strategy and work closely with marketing, client services and IT.

          2017

          Complaints Manager

          Paymentsense

          Feb 2016 - Feb 2017
          • London, United Kingdom
          • Full Time
          • Managing the complaints team, supervising and analysing KPIs, motivating the team through incentives and 1to1s. Supervising social media presence and social media responses, supervising and analysing negative feedback and changes in customer behaviour in relation to new products or implementation of new processes. Conducting regular complaints audits and managing external audit requests. Supervising internal communication between Sales, Marketing and Operations and affiliated partners to ensure compliance with industry standards and legislation. Training new starters on Data Protection, industry regulations and complaints procedure as well as company processes. On a daily basis handling high escalated complaint escalation, solicitor communications and Financial Ombudsman investigations. Preparing FCA compliance reports and documentation. Keeping up to date with new legislation, adapting complaints procedures and company processes to new regulations implemented by the Financial Conduct Authority, the Financial Ombudsman Service, the Information Commissioner's Office and other official/ regulatory bodies. Working closely in collaboration with Risk&Compliance in order to reduce conduct risk. Reporting monthly to the senior management board.

          2016

          Customer Service Quality Manager

          Paymentsense

          Sep 2015 - Jun 2016
          • London, United Kingdom
          • Full Time
          • Development of Quality Assurance processes and staff development schemes. Ensuring the quality and compliance standards of the company and the FCA are met by the Customer Service Representatives as well as Complaints Handlers, through call monitoring, feedback sessions, side-by-side training, internal communication with the line managers, etc.; regular reporting on all activity, root cause analysis through complaints and negative feedback tracking, development of complaints and escalation structures to ensure the customer is always treated fairly.

          2015

          Quality Compliance Auditor

          serco

          Jan 2015 - Aug 2015
          • London, United Kingdom
          • Full Time
          • Ensuring the quality and compliance standards of the client and the FCA are met by the Customer Service Representatives through call monitoring, feedback sessions, side-by-side training, internal communication with the client and line managers, generating daily and monthly reports, etc.

          2014

          Senior Project Manager

          LTC

          Feb 2014 - Jun 2014
          • London, United Kingdom
          • Full Time
          • Managing projects, including creation of quotes, budget planning, scheduling of deadlines and assigning resources Independently coordinating translations by keeping in touch with clients, freelance translators and proofreaders Dealing with enquiries from customers on a daily basis Rate negotiation with suppliers Ensuring timely delivery of translations Analysis of current projects and strategic development of translation projects Reporting on the performance measurements and status of projects Providing the linguistic specialists with all the necessary information Communicating in a productive, proactive and customer friendly way with clients, fully understanding the clients’ process and meeting the clients’ service expectations. Preparing and writing proposals for international framework contract tenders such as called for by the European Commission and governmental institutions

          2014

          Translator & Interpreter

          SPELT Idiomas

          Apr 2013 - Jan 2014
          • Monterrey, Mexico
          • Freelance
          • English to Spanish / German German to Spanish / English Spanish to English / German

          2014

          German & English Teacher

          SPELT Idiomas

          Apr 2013 - Jan 2014
          • Mérida, Yucatan, Mexico
          • Freelance
          • German as a Foreign Language teacher (individual classes and small groups, children, students and professionals, age 5 - 55, beginner to C1 (CEF level)) English as a Foreign Language teacher (individual classes and small groups, students and professionals, age 17 - 48, beginner to C1 (CEF level)) Business English teacher (individuals and small groups, professionals, age 23-40, low advanced to advanced (A2-C1 CEF)) Teacher's Trainer (teaching professionals, individual training, age 34 - 60, Methodology & Phonetics) English and German lessons for employees and CEO's in companies

          2014

          Head of Academic Operations

          SPELT Idiomas

          Apr 2013 - Jan 2014
          • Monterrey, Mexico
          • Full Time
          • Registered as official trainer for the Secretaría del Trabajo y Previsión Social Nuevo León Recruitment of language teachers from CV to interview and final stage. Teacher training, observation and evaluation. Conduct disciplinary hearings and 1to1s. Design language courses, schedule classes. Organise social networking events in collaboration with the American Trading Association and the Canadian Embassy. Represent the company on networking events and sponsored charity fundraisers. Generate program progress reports, teacher performance reports, supervise internal KPIs and analyse industry standards to improve performance through incentives and innovative course concepts. Managing receipts and payment formats, filling in as maternity cover for the Finance Manager. Supervise and improve internal and external communication. Update and maintain online and offline databases. Generate placement tests and finals, as well as supervise TOEFL tests and courses. Act as deputy manager at official events.

          2012

          Jan 2012 - Dec 2012
          • Monterrey, Mexico
          • Freelance
          • German as a Foreign Language teacher at the ITESM language classes for students (age 17 - 24)

          2011

          Language Academy Coordinator

          UANL

          Aug 2011 - Dec 2011
          • Monterrey, Mexico
          • Full Time
          • Internal communication; generate program progress reports; generate course program for German and English classes; prepare, apply and evaluate placement tests, midterm and final exams; manage and update archived files and exams; prepare and coordinate cultural events

          2013

          German Teacher

          DAAD

          May 2010 - Jun 2013
          • Monterrey, Mexico
          • Freelance
          • Preparing and developing material and special language and culture awareness courses for exchange students of the German Academic Exchange Service DAAD's Young Engineers program. Develop, apply and evaluate German language proficiency tests to ensure the course's objectives are met by each student

          2013

          English & German Teacher

          IMCI

          Apr 2010 - Apr 2013
          • Mérida, Yucatan, Mexico
          • Freelance
          • eacher's Trainer (teaching professionals, individual training, age 34 - 60, Methodology & Phonetics) German as a Foreign Language teacher (individual classes and small groups, children, students and professionals, age 5 - 55, beginner to C1 (CEF level)) English as a Foreign Language teacher (individual classes and small groups, students and professionals, age 17 - 48, beginner to C1 (CEF level)) English as a Second Language teacher (individual classes and small groups, children, age 12-14, native speakers, focus on grammar and spelling)

          2010

          Tutoring Coordinator

          Saarland University

          Aug 2007 - Mar 2010
          • Saarbrücken, Germany
          • Internship
          • Publicity and advertisement; Leader of the tutor team; planning and organizing the intensive courses, programming and scheduling of the extracurricular activities with excursions and events; organize housing; correspondence with international Universities and students; organizing the arrival day, holding weekly meetings with the tutors; sustain the inventory of the office library and database; sustain and organize the archives; internal and external communication; generate monthly reports of expenses, tutor´s performance and program;

          2010

          German Teacher

          Saarland University

          Mar 2007 - Mar 2010
          • Saarbrücken, Germany
          • Freelance
          • German classes Level A1 to C1 (see GER System), prepare and apply exams and tests, proofread homework Special classes: listening comprehension, video workshop Phonetics: theory and application for German and English

          2007

          Student Tutor

          Saarland University

          Aug 2005 - Mar 2007
          • Saarbrücken, Germany
          • Internship
          • Tutor for the German intensive courses' extracurricular program: scheduling the extracurricular activities with excursions and events; organizing the arrival day, weekly meetings with the other tutors; leading excursions; responsible for the participants' well-being in the dorms and their stay in Germany

          2007

          Library Assistant

          Saarland University

          Feb 2005 - May 2007
          • Saarbrücken, Germany
          • Internship
          • Internal and external communication; generate inventory reports; manage the library's database; place orders; inventory of new books; full library inventory once per semester; training in the cooperative database info-system Datenbank-Infosystem (DBIS) for scientific databases

          Education

          2013

          Teaching Knowledge Test

          Cambridge University

          May 2013 - Sep 2013
          • Monterrey, Mexico
          • TKT is a series of modular teaching qualifications which test your knowledge in specific areas of English language teaching. It will help you to build your confidence, and is a cost-effective way to get an internationally recognised qualification. Whether you are a new teacher or have years of experience, TKT is ideal for people who need to prove their teaching knowledge with a globally recognised certificate. You can take as many modules as you want, over any time period. You receive a Cambridge English certificate for each module you complete. Completed Moduls: Module 1 Background to language learning and teaching Module 2 Lesson planning and use of resources for language teaching Module 3 Managing the teaching and learning process

          2010

          Master of Arts

          Saarland University

          Oct 2004 - Mar 2010
          • Saarbrücken, Germany
          • German as a foreign Language, focus on social integration, immigration issues and laws, course administration Comparative and General Literature, focus on culture management and editorials Linguistics of modern German, focus on language history, phonetics and speech recognition programs 4 semesters of ancient history and prehistory, focus on civilisations in middle to northern Europe, their culture, mainly language, trade behaviour and weapon- craftsmanship