Rozie Bee

Launched and scaled GOTO Group SA’s offshore delivery centre from 0 to 50+ employees within 12 months, building multi-service capability across sales, compliance, and customer experience. Secured and negotiated contracts with major UK property clients and delivered 40–60% cost savings for the UK client base.

Led training, QA, and service quality across UK and offshore operations, aligning people frameworks to client SLAs and commercial targets. Reduced leakage across all CEX teams by ~28% and improved year-on-year external customer review scores by 5%.

Managed supply/logistics workstreams across UK and EU territories, expanding services into 4 EU territories. Developed recruitment/onboarding and learning pathways, increasing departmental efficiencies by up to 45% as the operation scaled from 1 to 4 workstreams.

Managed operational change requests and ad-hoc/long-term projects, maintaining client relationships and driving completion against compliance activities and transition KPI/SLAs. Supported delivery of key workstreams and helped launch a satellite site for a blue-chip client.

Owned internal L&D implementation plans across client accounts, applying best practice to ensure business requirements were met. Created and delivered adult learning programmes and coordinated training planning and scheduling while adhering to organizational and legislative requirements.

Designed, developed, and delivered structured learning interventions across multiple client accounts aligned to industry best practice. Conducted learning evaluation, supported performance improvement through coaching, and oversaw TUPE-related training and transition activities.

Created and delivered learning interventions for multiple client accounts, including tailored instructional content for diverse industries. Delivered programmes against client requirements and supported performance improvement through coaching and transition-related training activities.