Vanesa Iurca

Overview: Delivered end-to-end account support and stakeholder management across francophone markets. Supported the implementation of AI-driven solutions and integration efforts.
Key Deliverables: Managed 1200+ customer support cases across regions achieving a 92% first-contact resolution rate; mentored 6 junior team members; improved team FRT by 35% within 9 months; contributed to 10% knowledge base improvements and led AI integration pilots that automated 78% of standard inquiries; collaborated with cross-functional stakeholders to streamline support processes, reducing average TTR by 22%.
KPIs: FRT reduced to 2.1 hours (–40%); average TTR 18 hours; CSAT 4.6/5 (92%); ticket backlog reduced by 60%; knowledge base contribution rate 65%.

Overview: Led the organization’s leadership and development strategy, aligning talent initiatives with business goals and strengthening leadership pipelines. Designed and delivered corporate events aligned with business goals.
Key Deliverables: Designed and implemented L&D strategy for 100 employees, covering 85% of managerial roles; delivered 4 executive-level training programs annually with average training effectiveness score of 4.7/5; developed talent retention initiatives; ensured alignment between training and organizational objectives. Managed end-to-end delivery of 12 corporate events per year (100+ attendees for flagship events), overseeing concept, vendors, logistics, and on-site execution.
KPIs: Training effectiveness 94%; employee retention up to 18%; internal promotion rate 12% (annual); leadership pipeline readiness increased by 30%; program participation 78% completion; event satisfaction 4.8/5 and client retention +15%.

Overview: Supported digital transformation and regulatory guidance initiatives for the transport sector during Brexit, ensuring operational continuity for stakeholders.
Key Deliverables: Developed 4 digital tools and portals used by 35,000+ stakeholders, achieving a 62% user adoption rate within 6 months. Provided legal and operational guidance across 6 policy areas; maintained 99% accuracy/compliance in published guidance. Managed live chat support handling 20,000+ interactions annually with an average response time of 45 seconds. Coordinated logistics and planning for 18 stakeholder workshops, improving stakeholder satisfaction by 28%
KPIs: User adoption 82%; average case resolution time 14 hours; stakeholder satisfaction 88%; volume of supported users 35,000+; guidance accuracy/compliance 99%.

Overview: Supported global leadership development initiatives and talent management processes to build a high-performing international talent pipeline. Organized and delivered the Annual Top 100 VIP event of the corporation, gathering worldwide leaders. Coordinated talent reviews and succession planning for C+ level executives.
Key Deliverables:

• Led end-to-end delivery of the global graduate programme across 4 regions, including attraction, assessment, onboarding, rotations, and graduation.
• Delivered employee engagement initiatives achieving 100% participation and a 15-point increase in engagement scores, strengthening organizational culture.
• Designed and executed 4 international assessment centres across São Paulo, Buenos Aires, Kiev, and Cape Town, ensuring consistent evaluation standards and candidate quality.
• Orchestrated bi-annual global learning events (virtual and in-person), enhancing leadership capabilities and cross-regional collaboration.
• Managed employees lifecycle, including rotation planning, headcount alignment, and career progression opportunities for 50 C+ level executives.
• Coordinated with global HR, regional stakeholders, and external vendors to ensure alignment and effective governance.

KPIs: Drove strong stakeholder satisfaction across HR, business leaders, and external partners. Delivered high retention and 78% conversion of graduates into full-time roles. Oversaw programme budget, tracking, and invoicing, ensuring cost control and operational efficiency, stakeholder satisfaction 90%; programme budget variance ±3%; operational efficiency improvements 25%.

Overview: Coordinated 100+ executive education programs, ensuring high-quality delivery and impactful learning experiences for 1000+ global clients. Acted as primary liaison for participants, improving engagement and overall programme experience. Organized and delivered International Events for C+ level executives.
Key Deliverables: Supervised and delivered 100+ events to a large variety of International companies. Managed program logistics and budgets averaging $1.2M yearly, achieved budget adherence within 2% variance; coordinated with 20+ faculty , coaches and facilitators; improved participant engagement scores to 4.7/5; organized 5 international events with 100+ senior executives each, increasing repeat client rate by 28%.
KPIs: Client NPS 68; program delivery success rate 97%; budget adherence ±2%; repeat client rate +28%; operational efficiency +22%.

Overview: Coordinating graduate program operations, including International events across Europe and Asia, site visits and business meetings with global industry leaders. Collaborated with partners such as Edmond de Rothschild to support top graduates and enhance career opportunities.
Key Deliverables: Coordinated academic and operational program activities for 2 cohorts of 100+ students; managed budgets and data reporting for programs averaging €650K per year with 100% reporting accuracy; contributed to EHL governance through staff council participation.
KPIs: Program satisfaction 4.6/5; successful event delivery rate 98%; budget/reporting accuracy 100%; student satisfaction 92%; operational efficiency improvements 20%.