Grace Molloy
Toronto,Canada
Summary
Dynamic Operations Process Specialist with a proven track record at Trelleborg Sealing Solutions, driving process improvements that saved over 300 man-hours. Skilled in data analysis and stakeholder management, I excel at developing SOPs and fostering collaboration to enhance operational efficiency and customer satisfaction. Passionate about delivering impactful solutions.
Overview
9
9
years of professional experience
Work History
Operations Process Specialist
Trelleborg Sealing Solutions
Etobicoke, Canada
04.2022 - Current
- Spearheaded cross-functional process improvement initiatives that streamlined operational workflows and saved over 300 annual man-hours.
- Took ownership of a previously stalled project that had failed under prior leads, and independently developed successful processes to enable the business to utilise customer feedback.
- Facilitated stakeholder workshops to gather business requirements, identify pain points, and co-design solutions aligned with strategic goals.
- Developed and documented SOPs and training materials to support change management and ensure consistent adoption of new processes.
- Monitored KPIs and prepared visual reports for senior leadership, highlighting trends and recommending improvements to optimise customer service delivery.
- Supported project planning and execution across multiple initiatives, ensuring alignment with divisional priorities and timely delivery of milestones.
- Built and refined Excel macros to translate customer forecast data into a usable format.
- Reverse-engineered legacy macro files created by former employees, restoring functionality and preserving valuable tools.
Customer Success Advocate
Trelleborg Sealing Solutions
Etobicoke, Canada
12.2020 - 04.2022
- Delivered proactive, tailored support to a diverse customer base across multiple channels, ensuring high satisfaction and timely resolution of complex inquiries.
- Built and maintained strong professional relationships with key accounts, acting as a trusted liaison between customers and internal teams to achieve seamless service delivery.
- Collaborated with logistics, sales, and operations teams to ensure accurate order fulfillment, timely shipping, and alignment with customer expectations.
- Balanced competing priorities by negotiating delivery timelines and product availability, achieving mutually beneficial outcomes for both customers and the business.
- Maintained detailed documentation of customer interactions, preferences, and service history to support data-driven decision-making and continuous improvement efforts.
- Contributed to internal process enhancements by identifying recurring service gaps and recommending operational adjustments to improve efficiency and customer experience.
Account Manager
Uber
Limerick, Ireland
06.2018 - 12.2020
- Managed a high volume of partner relationships across Uber’s platform, delivering tailored support and strategic guidance to improve operational performance and partner satisfaction.
- Analyzed partner data and feedback to identify service gaps, uncover trends, and recommend actionable improvements that enhanced platform efficiency and user experience.
- Delivered presentations and reports to internal stakeholders, translating partner performance data into strategic recommendations for service delivery improvements.
- Consistently exceeded performance targets through proactive account management, data-driven insights, and a customer-first approach.
Real Time Data Analyst
Three Ireland
Limerick, Ireland
08.2016 - 06.2018
- Monitored contact volumes and agent activity across multiple teams and channels, ensuring optimal resource allocation and achievement of daily service level targets.
- Created and delivered daily and ad-hoc performance reports to stakeholders, translating operational data into actionable insights that informed staffing decisions and process improvements.
- Conducted in-depth trend analysis using reported data to identify recurring issues, improve forecasting accuracy, and support strategic planning.
- Led incident management efforts, responding swiftly to disruptions and coordinating resolution across departments to minimize impact on service delivery.
- Developed incident tracking systems and produced trend reports for senior leadership, enabling proactive mitigation strategies and continuous improvement.
- Utilized Salesforce to manage and resolve cases raised by internal departments, ensuring timely follow-up and documentation of outcomes.
- Contributed to process improvement initiatives by identifying inefficiencies and recommending changes that enhanced responsiveness and data visibility.
Education
Bachelor of Engineering - Aeronautical Engineering
University of Limerick
Limerick, Ireland05-2018
Skills
- Business process improvement
- Stakeholder management
- Data analysis and visualization
- Excel automation
- SQL querying and workflow automation
- Root cause analysis
- Strategic thinking
- Project coordination
- SOP development
Projects
Customer Scorecard Insights Initiative - Trelleborg Sealing Solutions, 2023
- Developed a scalable framework for gathering and analyzing customer scorecards to extract insights on delivery performance and product quality.
- Created standardized templates, centralized tracking tools, and quarterly reports comparing customer-reported metrics with internal data.
- Initiated automation efforts using Power Automate to streamline data collection and reduce manual workload.
- Resulted in improved alignment between internal performance metrics and customer perception, enabling targeted service improvements.
Address Book Optimization & Maintenance Framework - Trelleborg Sealing Solutions, 2025
- Led a project to improve the accuracy and usability of the internal Address Book database, which had become unreliable due to inconsistent updates.
- Conducted stakeholder interviews, mapped existing workflows, and created SOPs to standardize maintenance processes.
- Built a SharePoint hub to centralize documentation and increase organizational awareness.
- Saved over 300 annual man-hours by reducing time spent on data correction and account team identification.
References
References available upon request.
Timeline
Operations Process Specialist
Trelleborg Sealing Solutions
04.2022 - Current
Customer Success Advocate
Trelleborg Sealing Solutions
12.2020 - 04.2022
Account Manager
Uber
06.2018 - 12.2020
Real Time Data Analyst
Three Ireland
08.2016 - 06.2018
Bachelor of Engineering - Aeronautical Engineering
University of Limerick
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