Magdalena Jasinska

Management / Community building

Members experience lead :

• Directly responsible for achieving NPS ( Net Promoter Score) Q1 2023 55%, and in Q4 2023 80% to 100% in Q1 2024 scores via Medallia.
• Empowering and collaborating with my team to strategize on increasing survey size and understand areas of improvement and implement proactive changes.
• Conducting onboarding training sessions for enterprise customers to utilize paid WeWork SaaS platforms - WeWork app and Workplace software. Delivering exceptional customer service whilst driving core company mission, and achieved SLA targets with CRM software (Salesforce).
• Nurture, develop, and closing renewal opportunities in a fast-paced and evolving environment.
• Led cross-functional teams in the planning, execution, and successful delivery of community-focused initiatives and projects.
• Served as a liaison between multiple departments within the organization, streamlining processes related to community program development and implementation.
• Conducted regular meetings with team members, fostering collaboration and promoting a positive work environment.
• Developed and implemented comprehensive project plans, including timelines, budgets, and resource allocations, to ensure the timely and efficient completion of objectives.
• Collaborated closely with internal stakeholders, including community managers, operations teams, and external vendors (Colliers, CBRE), to drive alignment and achieve project goals.
• Planning, execution, and successful delivery of community-focused initiatives and projects. Maintained confidential case documentation in line with GDPR regulate.
• Handling difficult conversations with members and employees, finding solutions, and demonstrating subject expertise.
• Managed budgets and resources effectively to ensure the successful implementation of community projects.
• Contributed to the overall strategic planning process within the organization, driving growth by identifying new opportunities for community engagement.
• Cultivated an atmosphere of positivity within the workplace by addressing employee concerns promptly and maintaining open lines of communication between team members at all times.
• Enhanced community engagement by organizing and executing various events, workshops, and programs.
• Optimized the use of available resources, ensuring that all community initiatives were completed on time and within budget constraints.

Members experience :

• First point of contact for all external stakeholder and internal member queries.
• Review all Medalia responses(NPS ) to understand areas of improvement and implement proactive changes. Employed active listening and communication skills, to achieve 98% of positive outcome to drive customers retention.
• Implementing and hosting the onboarding process for all new members.
• Fielding and assigning requests submitted through Salesforce, and overseeing responses to these queries by the wider team.
• Excelled in past paced, high - volume settings, managing multiple tasks simultaneously and effectively prioritizing responsibilities
• Knowledgeable of WeWork policies and procedures.
• Sending weekly newsletters and important broadcasts related to building updates.
• Organizing events, in line with company budgets and meeting members expectations.

Operations :

• Conducting quality control walkthrough to identify areas for improvement in order to maintain a secure environment for members.
• Effectively manage projects (including new launches and floor openings) to ensure the success of each investment made.
• Support the agreed budgets on building operations, sales and events by identifying opportunities to optimize spending and improve profitability.
• Conducted regular surveys to assess member satisfaction with community offerings, resulting in targeted improvements based on feedback received.
• Assisted in the creation of marketing materials, increasing awareness of community resources and services.
• Performed administrative tasks, including scheduling, filing, and record-keeping, maintaining an organized and efficient work environment.
• Managed event logistics such as venue selection, vendor coordination, marketing materials distribution, registration processing, and post-event analysis.
• Supported work of managers and staff with administrative assistance on clerical needs and business correspondence.
• Led tours to highlight property features to prospective tenants and answer questions.
• Maintained open communication with tenants to proactively handle questions and complaints.

• Resolved complaints calmly and professionally to achieve positive customer outcomes.
• Controlled food and beverage inventory, strategically ordering supplies and anticipating consumer demands to prevent out-of-stock items.
• Identified and maximized upselling opportunities to increase sales and profits.
• Completed accurate end-of-day financial routines for cash and card transactions.
• Upheld the highest standards of hygiene practices among staff members through ongoing education on sanitation protocols leading to consistent top-rated health inspection scores.
• Optimized inventory control with regular audits, reducing waste, and effectively managing stock levels for optimal freshness. Reduced waste by 30 %

Supported the general manager in implementing standards, KPI targets, and team development. Ensuring a high and consistent standard of customer service

• Ensure business operations run smoothly and handle escalated queries and grievances. Applying knowledge of emerging and consistent trends to inform purchase and inventory decisions and solutions. Enforced company policies, H&S regulations, and guidelines for all employees. Managed various department-specific initiatives and ensured that these were completed within the scope, time, and budget, Managed to achieve a 100% positive score with NHO visits
• Mentored new hires, guiding them through their roles while providing ongoing support for professional growth opportunities.
• Oversaw daily store operations, including inventory and supply restocking, cash handling, and assisting customers.
• Coordinated with the General Manager on different operational issues and promotional activities.
• Boosted customer satisfaction by addressing inquiries promptly and resolving issues effectively.
• Evaluated employee performance regularly, offering constructive feedback while recognizing outstanding achievements as appropriate.
• Contributed to long-term strategic planning, helping shape organizational goals and objectives thorough analysis of past performance data.