Lucca Carney Email & Phone Number

Greater London, England, United Kingdom

• Leading Driver Growth Operations for Bolt UK.• Managing a 26 person operations team. • Delivering industry leading compliance. • Delivering best in class service to Bolt drivers.• Leading driver supply growth initiatives. • Providing analysis to central senior management. • Leading initiatives to reduce driver churn.

London, England, United Kingdom

• Leading Driver Growth Operations for Bolt London and a 13 person team. • Developing specific OKRs and operational processes for driver growth in Bolt UK. • Doubling the number of drivers joining in London per week.• Ensuring high compliance with Transport for London and industry regulations.• Establishing HR and people policies to improve team productivity and eNPS. • Helping launch Black Cabs trip category in London.

London, England, United Kingdom

• Responsible for Bulb’s B2B offering and P & L.• Overseeing service, operations and growth workstreams in Bulb Business.• Leading strategy and projects aimed at reducing customer churn and tackling customer debt, reversing trends in both.• Collaborating with 3rd parties to help deliver team and wider business objectives. • Ensuring compliance in a heavily regulated industry. • Leading Bulb Business through the 2021-22 UK energy crisis and Bulb’s time in special administration.

London

• Leading the business experience team delivering industry leading customer service - improving average response times fourfold from 16 hours to 4 hours in my first 6 months. • Leading a price change worth over £25 million across a year, working with multiple teams across the company to deliver a healthy contribution margin for Bulb Business. • Improving revenue assurance strategy, introducing a field escalation process to tackle large business debt - removing over £50k of bad debt per month. • Growing the team to tackle service and operational backlogs - allowing us to achieve our best service factor and customer account health scores in the last 2 years.

London

• Team leader for some of Bulb’s most productive and highest performing service teams with a consistently high CSAT and productivity rating.• Coaching a team of 10 Energy Specialists through the early stages of their career and growth.• Leading regression testing for the experience team on each new release train for our customer information and billing platform.• Mentoring two new team leaders through their early experiences in team management.

London, United Kingdom

• Working with some of Bulb’s most vulnerable customers, taking complex escalations from the wider team, and ensuring an excellent service experience for all prepay customers.• Delivering specialist training for the experience team, and quality checking and providing constructive feedback on their work with prepay customers.

Bachelor Of Arts - Ba, Economics & Politics (Int), 2:1

Covering economic theory, mathematical analysis and the history of economics, in tandem with political theory, theories of development.

Exchange Year, Economics And Politics

Exchange year at top 3 Canadian university, diving into modules centred around economic history and philosophical evaluations of political.