At Adform, I led two support teams of eight specialists, managing performance, onboarding, and people processes while supporting client service. I developed yearly plans that met all key performance indicators and maintained a personal net promoter score of 67.
I designed customer-focused training and onboarding processes at Adform, helping maintain a 98% customer satisfaction score from September 2023. I also led a project to rebuild Adform Help for all five support functions, resulting in fewer cases taking longer than one day to resolve.
At Niketown London, I led people operations, culture, and talent acquisition strategies in a store with more than 200 staff. I reduced hiring times from six to seven weeks to four to five weeks by creating talent pipelines and refining onboarding, and improved employee engagement scores by 3% year over year.
Earlier at Niketown London, I managed department operations and training, and led a 27-person team on the retail floor. I also worked as a Store Manager at Runners Need.
