• People Operations: Employee engagement / HR / Policies / Recruitment / ER• Business operations: Partner and suppliers management / Business compliance / B2B management of operations and compliance / ISO 27001 implementation• Customer Operations: Management / Support / improvement of UX and processes

Backed by Octopus Ventures and Entrepreneur First, Multiply is the UK's first automated financial advice app to receive FCA approval. We're on a mission to put a financial plan in everyone's hands; save, invest, and buy a home with our AI-driven advice.• Improved UX though daily QA sessions and leading weekly meetings with Product and Tech• Diligently managed all aspects of Customer Operations with great attention to detail• Lead Product initiatives linked to Customer Operations• Reduced inbound tickets volume by 60% by improving the FAQs• Reduced average response time by 90% through careful monitoring of inbound queries (through Freshdesk) and re-writing the customer support handbook• Liaised daily with external partners to ensure users’ savings and investments were appropriately managed• Ad-hoc compliance policy writing

• Implemented effective customer service procedures to encourage positive feedback.• Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions.• Trained, coached and mentored staff to ensure smooth adoption of new systems (i.e.: Covid-19 safety measures in retail environment)• Discovered areas of improvement by generating weekly operational and sales reports.• Directed HR operations, including strategic workforce planning, goal cascading, performance management, staffing and benefits administration.• Managed 60 team members across 6 departments.• Managed, hired and trained high-performing sales and support team while maximising profitability by setting performance benchmarks for customer service, cost control, revenue and profits.• Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.• Provided staff members with support and training to achieve top client satisfaction.• Strengthened product branding initiatives and maximised outreach by overseeing marketing and membership acquisitions, community events, and organisations and business development.• Directed distribution, merchandising and showcasing of products.• Achieved status of Platinum Employer for the store (people development scheme).• Obtained Platinum Plus Award for Achievement in Excellent Health & Safety standards.• Implemented systems to ensure the smooth running of the store (Piloting employee scheduling software, a queuing management software for the Specsavers group which has now been successfully implemented in the UK and a new stocking system involving all departments of the branch).• Accrued extensive experience with Employee Relations casework including disciplinary, grievances, investigations, appeals and capability procedures.• Creating a culture of “Customer First” in store.

• Set yearly sales budgets for the store.• Responsible for store level Direct Marketing campaigns, Local Marketing Opportunities & PR.• Same responsibilities as previous position.

I am currently working as a locum dispensing optician.I am fully registered with the GOC and the ABDO.Please do not hesitate to contact me if you have any questions.

Leading and managing the staff (7 Optometrists, 10 dispensers & 5 receptionists)Motivating and coaching the staff to provide an excellent customer service at all times by measuring their individual performance, organising frequent training, setting individual targets...Deal with any customer concernsMeasure our customer satisfaction levels with the appropriate KPIs (customer delight surveys, number of remakes, numbers of new patients...)Set the sales budgets for the year Produce quarterly reports on how the different areas of the shop are progressing, the main events of the quarter and my action plan for the following quarter Organising weekly staff meetings and 6 monthly appraisals to give the staff training, letting them know how the shop is doing and setting targets for the weekSet frame profiles and order new collections for the companyResponsible for store level Direct Marketing campaigns, Local Marketing Opportunities & PRDispensing Spectacles and Exceeding Customer ExpectationsRecruitment optical assistant and dispensing opticiansOrganise rotas