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Change, Project Management, Performance, Processes and Continuous Improvement specialist
Carina Martins Nakamá
,
Warrington, United Kingdom
Experience
Other titles
Skills
I'm offering
An ambitious and reliable leader with extensive experience managing and delivering results at the highest level. A strong people manager with a proven ability to work in, and lead groups. Empathetic with a genuine interest in others and the capacity to communicate, interact and organise people from diverse backgrounds. Able to inspire teams to deliver the highest standards of performance and customer service. A proven project manager, with a strong passion to bridge gaps and exceed expectations. Highly transferable skill set to effectively support any new or existing businesses going through change, from operational to senior strategic levels, with a focus on continuous improvement and quality.
Markets
United Kingdom
Links for more
Once you have created a company account and a job, you can access the profiles links.
Language
English
Fluently
Spanish
Fluently
French
Good
Portuguese
Fluently
Ready for
Ongoing relation / part-time
Available
My experience
2019 - ?
job
Director of Processes and Continuous Improvement
Kognitiv.
Working alongside all business areas, I lead the development of key organizational processes into SOPs, training material and other resources to feed into a centralized knowledge base to improve teams' communication and efficiency.
From the review of the workflows, roles and responsibilities, as well as from further developing and auditing the use of supporting tools and documentation, one of the main deliverables is a central Performance Dashboard to provide leadership with a reliable overview on the business. Also responsible for consolidating actions and supporting the teams on identifying continuous improvement opportunities, as well as developing solutions and driving a variety of change initiatives.
Kognitiv is a global start-up business that provides services to the travel and hospitality sectors ranging from outsourced sales and customer services through to travel products, technical solutions, distribution and marketing services.
From the review of the workflows, roles and responsibilities, as well as from further developing and auditing the use of supporting tools and documentation, one of the main deliverables is a central Performance Dashboard to provide leadership with a reliable overview on the business. Also responsible for consolidating actions and supporting the teams on identifying continuous improvement opportunities, as well as developing solutions and driving a variety of change initiatives.
Kognitiv is a global start-up business that provides services to the travel and hospitality sectors ranging from outsourced sales and customer services through to travel products, technical solutions, distribution and marketing services.
Marketing, Training, Continuous improvement, Leadership, Sales, Development, Processes, UP
2017 - 2019
job
Project Manager
Kognitiv.
- Accountable for the management and successful delivery of global projects to on-board new account partners to the organization, leading the teams both internally as well as externally, in direct contact with the client, senior leaders and project stakeholders at all levels.
- Responsible for leading a comprehensive and strategic project to align processes across a variety of teams globally, focused on streamlining communications, clearly aligning responsibilities and ensuring the organization has consistent performance information available to identify gaps and effectively prioritize efforts to drive the business forward, with a continuous improvement outlook.
- Responsible for leading a comprehensive and strategic project to align processes across a variety of teams globally, focused on streamlining communications, clearly aligning responsibilities and ensuring the organization has consistent performance information available to identify gaps and effectively prioritize efforts to drive the business forward, with a continuous improvement outlook.
Project Manager, Continuous improvement, Management, Processes, Manager
2016 - 2018
job
Partner
SMART PA.
UK (www.smart-pa.com/uk)
SmartPA are the leading experts within the PA, Secretarial and Administrative sector. They utilize industry expertise and experience to deliver the very best in outsourced back office support and managed services to the business community.
When relocating to the UK, I joined SmartPA as a partner looking for the flexibility to work from home while my children settled in a new country, whilst allowing me to support SMEs in different sectors with my expertise.
I have been able to provide a wide range of services since, with a focus on supporting businesses going through change, who feel
they can benefit from having a like-minded leader to share ideas and rely on for support on organizing and structuring their
business. Activities may include project management, mapping of operational processes, performance analysis etc.
SmartPA are the leading experts within the PA, Secretarial and Administrative sector. They utilize industry expertise and experience to deliver the very best in outsourced back office support and managed services to the business community.
When relocating to the UK, I joined SmartPA as a partner looking for the flexibility to work from home while my children settled in a new country, whilst allowing me to support SMEs in different sectors with my expertise.
I have been able to provide a wide range of services since, with a focus on supporting businesses going through change, who feel
they can benefit from having a like-minded leader to share ideas and rely on for support on organizing and structuring their
business. Activities may include project management, mapping of operational processes, performance analysis etc.
Project Management, Management, Support, Community, Office, Processes, ON, ME
2017 - 2017
job
General Manager
THE STANNEYLANDS.
Wilmslow, UK (www.stanneylands.co.uk)
The Stanneylands, sister property to The Mere Golf Resort & Spa in Knutsford at the time (now part of the JW Lees hotels portfolio), is a 4* boutique country house venue offering fabulous food and drink, with event space for up to 160 and 52
individually designed guestrooms.
I was assigned as GM to re-launch the hotel following a GBP 1.7m investment. During the 3 months of the renovation, I was
responsible for managing all operational elements of the project to get the hotel ready for the inauguration, ensuring we were
efficiently driving parallel initiatives such as the staff recruitment, training, procurement of new materials and H&S audits at the planned pace for launch.
Activities included: - Dealing with a variety of stakeholders and managing the owners' expectations; - Revisiting the existing SOPs
alongside the area leaders, ensuring we had accurate and comprehensive documentation to support the training of new and existing staff; - Working alongside subject area experts in food and beverage to define new menus, coordinating cost analysis for
pricing; - Leading engagement initiatives to promote a positive work environment; - Once the hotel was opened, analysing
performance reports and looking for cost optimization to ensure the hotel met the anticipated project benefits, while managing the day to day.
The Stanneylands, sister property to The Mere Golf Resort & Spa in Knutsford at the time (now part of the JW Lees hotels portfolio), is a 4* boutique country house venue offering fabulous food and drink, with event space for up to 160 and 52
individually designed guestrooms.
I was assigned as GM to re-launch the hotel following a GBP 1.7m investment. During the 3 months of the renovation, I was
responsible for managing all operational elements of the project to get the hotel ready for the inauguration, ensuring we were
efficiently driving parallel initiatives such as the staff recruitment, training, procurement of new materials and H&S audits at the planned pace for launch.
Activities included: - Dealing with a variety of stakeholders and managing the owners' expectations; - Revisiting the existing SOPs
alongside the area leaders, ensuring we had accurate and comprehensive documentation to support the training of new and existing staff; - Working alongside subject area experts in food and beverage to define new menus, coordinating cost analysis for
pricing; - Leading engagement initiatives to promote a positive work environment; - Once the hotel was opened, analysing
performance reports and looking for cost optimization to ensure the hotel met the anticipated project benefits, while managing the day to day.
Training, Procurement, Event, Recruitment, Support, Spa, UP, Manager
2016 - 2016
job
Interim General Manager
THE OLDE BELL.
Hurley, UK (www.theoldebell.co.uk)
Temporary role to support a boutique historic coaching Inn during a time of transition. The property has a 2 Rosette Restaurant with an outside dining area and beautiful gardens, busy Wedding, Banquet and Conference business.
During this time, I led a project to update the hotel's bedrooms, which included doing a full inventory of the hotel's rooms and
managing a budget to successfully deliver the improvements within the duration of my contract. I also reviewed the housekeeping
SOPs, implemented regular quality audits and was responsible for consolidating key performance reporting for the executives.
Temporary role to support a boutique historic coaching Inn during a time of transition. The property has a 2 Rosette Restaurant with an outside dining area and beautiful gardens, busy Wedding, Banquet and Conference business.
During this time, I led a project to update the hotel's bedrooms, which included doing a full inventory of the hotel's rooms and
managing a budget to successfully deliver the improvements within the duration of my contract. I also reviewed the housekeeping
SOPs, implemented regular quality audits and was responsible for consolidating key performance reporting for the executives.
Coaching, Budget, Support, Interim, LED, Manager
2012 - 2016
job
General Manager
HOTEL FASANO BOA VISTA.
Sorocaba, Brazil (www.fasano.com.br)
This 5-star privately owned boutique countryside hotel is member of The Leading Hotels of the World. A luxury hotel with 39
rooms, a Spa, two outdoor pools, capacity for conferences of up to 80 people and restaurant serving an average of 150 covers.
Located on a highly exclusive estate with 250 luxury residences, golf course, equestrian centre, tennis courts and other amenities.
Responsibilities included: - Reporting directly to the owners and CEO, managed a team of 180 employees across the areas of
Food and Beverages, Front Desk, Sales, Reservations, Events, Concierge, Housekeeping, Maintenance, Spa, Human Resources and Finance; - Responsible for the annual budget, supported by weekly three-month forecasts; - Directing the local leadership team
based on regular performance review, root cause analysis and PDCA cycles, collaboratively defining actions to overcome high
impacting gaps and implement opportunities with the team.
Main projects: - Developed a training program for the operational team and a leadership program to enable career progression
within the company; - Implemented a strong quality process to ensure guest feedback was reported immediately to all leaders
for quick action and resolution when required; - Project managed the implementation of a Golf Restaurant, a SPA and the expansion of the swimming pool area, as well as many other smaller projects as a result of continuous improvement initiatives.
Key achievements: - Increased total gross revenue by 70% in four years, transforming a luxury seasonal hotel into a profit-making
enterprise; - Reduced employee turnover by 40% and improved Net Promoter Score (quality indicator) from 58% to 70%; -
Achieved the highest engagement levels across the group and increased guest satisfaction levels; - Implemented a series of operational changes resulting in a £400K cost reduction in one year; - Awarded the highest score (91%) in the group in a 'Leading
Hotels of the World' inspection.
This 5-star privately owned boutique countryside hotel is member of The Leading Hotels of the World. A luxury hotel with 39
rooms, a Spa, two outdoor pools, capacity for conferences of up to 80 people and restaurant serving an average of 150 covers.
Located on a highly exclusive estate with 250 luxury residences, golf course, equestrian centre, tennis courts and other amenities.
Responsibilities included: - Reporting directly to the owners and CEO, managed a team of 180 employees across the areas of
Food and Beverages, Front Desk, Sales, Reservations, Events, Concierge, Housekeeping, Maintenance, Spa, Human Resources and Finance; - Responsible for the annual budget, supported by weekly three-month forecasts; - Directing the local leadership team
based on regular performance review, root cause analysis and PDCA cycles, collaboratively defining actions to overcome high
impacting gaps and implement opportunities with the team.
Main projects: - Developed a training program for the operational team and a leadership program to enable career progression
within the company; - Implemented a strong quality process to ensure guest feedback was reported immediately to all leaders
for quick action and resolution when required; - Project managed the implementation of a Golf Restaurant, a SPA and the expansion of the swimming pool area, as well as many other smaller projects as a result of continuous improvement initiatives.
Key achievements: - Increased total gross revenue by 70% in four years, transforming a luxury seasonal hotel into a profit-making
enterprise; - Reduced employee turnover by 40% and improved Net Promoter Score (quality indicator) from 58% to 70%; -
Achieved the highest engagement levels across the group and increased guest satisfaction levels; - Implemented a series of operational changes resulting in a £400K cost reduction in one year; - Awarded the highest score (91%) in the group in a 'Leading
Hotels of the World' inspection.
Budget, Training, Continuous improvement, Human Resources, Leadership, Finance, Sales, Net, Implementation, Ceo, Enterprise, Spa, UP, Manager
2010 - 2011
job
Executive Manager
EDLP.
São Paulo, Brazil (www.edlp.com.br)
EDLP is a transport engineering and logistics consulting company that drives studies and solutions, facilitates engagement and enables partnerships between key players in this industry.
- Responsible for general office management as well as legal, financial and accounts oversight; - Generating KPIs reporting for the executive team; - Project management of transport-related projects, supervising action plans, processes, timelines and budgets
for the engineering team; - Worked closely with a design team to review the company branding, as well as to develop a new
website for the organization and other project-related online and offline communication material as required.
EDLP is a transport engineering and logistics consulting company that drives studies and solutions, facilitates engagement and enables partnerships between key players in this industry.
- Responsible for general office management as well as legal, financial and accounts oversight; - Generating KPIs reporting for the executive team; - Project management of transport-related projects, supervising action plans, processes, timelines and budgets
for the engineering team; - Worked closely with a design team to review the company branding, as well as to develop a new
website for the organization and other project-related online and offline communication material as required.
Design, Branding, Project Management, Consulting, Management, Website, Engineering, Office, Online, Processes, Manager
2009 - 2010
job
Executive Manager
POUSADA PICINGUABA.
Ubatuba, Brazil (www.picinguaba.com.br)
FAZENDA CATUÇABA, São Luiz do Paraitinga, Brazil (www.catucaba.com.br)
I worked alongside the owners to establish, structure and manage a central corporate office in Sao Paulo for the hotel group - which had started with a coastal property in Picinguaba, but was then going through an expansion phase. I was also project
managing the implementation of the sister hotel at a traditional farm called Catucaba and leading many of the organizational
changes being undertaken at the time.
Activities included: - Dealing with a variety of stakeholders for the Catucaba project, including architects, engineers, agronomists
and the city council, controlling timelines, budget and quality; - Revisiting existing services, including strengthening and expanding
housekeeping, maintenance and rental services to privately owned holiday homes in the hotels' vicinity; - Managing of sales,
legal, accounting and financial aspects of the business, with budgetary control and sales performance monitoring; - Leading all
learning and development initiatives, reviewing all hotel processes to define SOPs and training programs to be rolled out on site;
- Collaboratively establishing objectives with the local teams and the owners, generating regular performance reports for
monitoring of a variety of KPIs to drive continuous improvement actions, with a focus on cost optimization;- Fortnightly visits to the hotels to assist local managers and engage with the teams.
FAZENDA CATUÇABA, São Luiz do Paraitinga, Brazil (www.catucaba.com.br)
I worked alongside the owners to establish, structure and manage a central corporate office in Sao Paulo for the hotel group - which had started with a coastal property in Picinguaba, but was then going through an expansion phase. I was also project
managing the implementation of the sister hotel at a traditional farm called Catucaba and leading many of the organizational
changes being undertaken at the time.
Activities included: - Dealing with a variety of stakeholders for the Catucaba project, including architects, engineers, agronomists
and the city council, controlling timelines, budget and quality; - Revisiting existing services, including strengthening and expanding
housekeeping, maintenance and rental services to privately owned holiday homes in the hotels' vicinity; - Managing of sales,
legal, accounting and financial aspects of the business, with budgetary control and sales performance monitoring; - Leading all
learning and development initiatives, reviewing all hotel processes to define SOPs and training programs to be rolled out on site;
- Collaboratively establishing objectives with the local teams and the owners, generating regular performance reports for
monitoring of a variety of KPIs to drive continuous improvement actions, with a focus on cost optimization;- Fortnightly visits to the hotels to assist local managers and engage with the teams.
Budget, Training, Continuous improvement, Controlling, Sales, Implementation, Monitoring, Development, Office, Processes, Manager
2008 - 2009
job
Concierge Supervisor
SHOPPING IGUATEMI.
Sao Paulo, Brazil (www.iguatemi.com.br)
Contributed to the creation, development and project implementation of a new Concierge and Personal Shopping area at the most luxurious mall in the city at the time, bringing a hospitality perspective to exclusive services offered to visitors.
This set of guest services' guidelines and processes, aimed at increasing customer loyalty and improving relationships with store
tenants, was later replicated in other malls from the group.
- Mapped original processes, developed SOPs and training material to align operations with senior leadership, on-board the newly
hired team and retrain existing staff; - Responsible for a customer services team of approximately 20 people; - Accountable for the department's budget and for preparing monthly performance reports to the board.
Contributed to the creation, development and project implementation of a new Concierge and Personal Shopping area at the most luxurious mall in the city at the time, bringing a hospitality perspective to exclusive services offered to visitors.
This set of guest services' guidelines and processes, aimed at increasing customer loyalty and improving relationships with store
tenants, was later replicated in other malls from the group.
- Mapped original processes, developed SOPs and training material to align operations with senior leadership, on-board the newly
hired team and retrain existing staff; - Responsible for a customer services team of approximately 20 people; - Accountable for the department's budget and for preparing monthly performance reports to the board.
Operations, Budget, Training, Leadership, Implementation, Development, Processes
My education
2019
PMI
Project Management Professional (PMP) Certification, Project Management
Project Management Professional (PMP) Certification, Project Management
2019
PMI
Agile Certified Practitioner (PMI-ACP), Project Management
Agile Certified Practitioner (PMI-ACP), Project Management
2019
Prince2
Agile and Practitioner Certification, Project Management
Agile and Practitioner Certification, Project Management
2014
-
2015
Fundação Getúlio Vargas Business School
MBA, BUSINESS MANAGEMENT
MBA, BUSINESS MANAGEMENT
2000
-
2005
Universidade de São Paulo
Bachelors, TOURISM
Bachelors, TOURISM
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