Fractional COO for Fintechs who want to increase their profits 🦅 Build strength aligned, high-performing teams and stop doing everything yourself.

Most leadership overload is not a personal failure.
It’s a design problem.

As organisations grow, their original operating logic quietly stops working.

Decisions accumulate.
Meaning and accountability drift upward.

Even with capable leaders, modern tools, and fast execution, the organisation still depends on one person to interpret what matters and what moves.

That’s the moment I work with.

I don’t step into operational execution.
I work on the operating logic itself — where judgment, authority, and accountability still route through one person.

This work is for CEOs of growing organisations (typically 50–200 people) who notice that:
– execution is fast, but deciding still comes back to them
– delegation increased, but centrality didn’t
– the company works — yet still depends on one interpreter

Nothing is “broken.”
The structure just hasn’t caught up yet.

Before this work, I was a CEO for 5 years, scaling a company from six to seven figures. I understand the seat.

Myrto Z.

Kensington Tours

• Direct manager of a team of 20+ sale agents
• Leading new hires in Kensington Tour Academy, after successful onboarding with L&D.
• Focus on performance management, with monthly KPI and performance review of team members.
• Reviewing, presenting, and updating current training material for competency and retention. 
• Educating to KT values and reducing close time between hire to first sales. 
• Grading Skills Assessment for new hires and identifying gaps to successful sales.
• Senior administrator duties and coaching. 
• Ad hoc projects as required.

Sales Director

• Assist training and supervising new Destination Experts in Kensington Tours Academy
• Actively involved in KT Social Committee and company event planning 
• Luxury travel consultant 
• Building tailor-made, private-guided experiences and tours 
• Quoting and mitigating client concerns and objections 
• Training new agents, assisting with escalations, and updating training material
• Coordinate with local European DMCs
• Participating in Social Committee planning and assisting execute West Coast events

Sales Lead

• Luxury travel consultant 
• Building tailor-made, private-guided experiences and tours 
• Quoting and mitigating client concerns and objections 
• Identifying additional business opportunities 
• Coordinate with local European DMCs

Destination Expert, Sales

LodgeLink

• Manage communication and help tools on our platform.
• Content creation, testing, and maintenance
• Stay up to date on all product changes and potential impacts in WhatFix. Update and regression test accordingly
• Creating scripts and recording video material for video tutorials on navigating the platform.
• Event management for monthly, milestone, and ongoing events. 
• Assist in executing of marketing strategies.

Marketing and Event Specialist

• Manage a $9M portfolio of accounts with Business Development Managers 
• Salesforce, Power BI, Outreach
• Customer onboarding and re-engagement 
• Auditing customer accounts and creating back-up invoicing data
• Promoting Duty of Care platform to clients
• Assist billing and collections team as required

Customer Success Manager

• Team lead and senior agent 
• Training new staff and escalation agent 
• Power BI and CSI - Virtual credit card creation
• Reservations administration 
• Hotel folio collection and refund requests  
• Created digital and video content for CX team
• HappyFox, Sabre GDS, CSI (creating and managing virtual card payments)
• Acted as interm-supervisor for 2 months while new manager was being hired

Team Lead - Customer Experience Representative

Alcanna Inc.

• Providing excellent customer service for Nova, an Alcanna Brand
• Checking ID's to adhere to AGLC standards 
• Daily inventory counts
• Cash handling

Customer Service Representative

CIBC Capital Markets

• Accounts Receivable and invoicing
• Booking travel arrangements 
• Executive secretarial duties & weekly minutes 
• Expense summary clean up

Accounts Receivable Administrator

Ridgeline Canada Inc.

• Approve expenses and issuing EFT remittance
• PO creation for two companies 
• Invoicing through Cortex, Cortex Online and ADP
• Quickbooks and accounting administration duties

Accounts Payable Administrator

David Johnson CA / Premier Crew Ltd

• Account Receivables/Collections 
• Filing, month-end reconciliation, invoicing 
• Help clients sign off tax returns, & year-end returns
• Building non-issue personal tax returns

Administrative Assistant

Diamond Fireplace & Stone

• Account Receivables/Collections duties and invoicing 
• Applying for WCB on behalf of sub-contractors
• Prepare and print sub-contractors weekly cheques
• Month-end reconciliation

Account Receivables Administrator 

Professional Experience:
Travel & Tourism / Leadership / Training / Employee Retention / Employee Management / Account Management / Customer Retention / Employee Development Planning / Customer Service / Hospitality / Corporate Travel / Leisure Travel / Sales / KPI / SaaS / Onboarding / Product Marketing / Content Creation / Business Administration / Accounting Administration / Event Management / Digital Adoption Platform Maintenance / Auditing

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The Battle

Myrto Z.

Emma Hodges

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