Experience

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  Starbucks

  Jan 2017 - Jan 2018

  Supervisor

  After three months as an entry-level barista, management recognized my drive and ambition for leadership, and I was promoted to a high-performance store supervisor and began managing a strong team of 10-12 people a day. My passion for the store meant I was driving success in every possible avenue, resulting in a 50% increase in weekly sales. Responsibilities and Achievements: • Controlled the Starbucks Instagram page for the entire network of Birmingham stores, providing updates on store promotions or nationwide rollouts. Enabled a personable approach by sharing photos taken from staff around Birmingham, leading to a significant increase in customer engagement. • Set and achieved store targets in membership activations, Average Daily Transaction values, seasonal product promotions, and discount promotions. Motivated my team into surpassing these targets on a daily basis. • Organised a store event to promote the Starbucks service “Mobile Order and Pay”, which raised membership activation from 25 a day to 75+ a day. • Attracted a new demographic of student customers from a nearby university by engaging directly with the university on relevant Instagram accounts. • Conducted training with the team to ensure all were able to successfully promote new seasonal products. • Producing daily management information reports detailing the costs and expenditure of the store. These include: staffing; tender breakdown and analysis; sales and forecast etc. While I thoroughly enjoyed my time at Starbucks Coffee Company, my ambition was to manage projects using a more holistic approach in Head Office. Unfortunately, throughout my time working there, I found no opportunities in which I could exploit my organisation and project management skills, and did not wish to continue in a retail environment. Show less

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  Gds group

  Jan 2019 - Mar 2020

  Programme manager - north america

  • Managed the end-to-end experience for keynote speakers at our events – from recruitment to post-event attrition.• Presented detailed project plans pre-kick-off to board members and stakeholders for each event – scope, deliverables, KPIs, audience demographic, content, and timelines.• Led and coordinated a US sales team, recruitment team, marketing team and events team for each summit/event to monitor project progress.• Delivered regular high-level project reports to stakeholders and board members, providing comprehensive updates on project progress, key metrics, and achievements.• Scoped project requirements and established KPIs and milestones, ensuring clear objectives and effective project planning.• Collaborated with internal teams to design, develop, and implement digital marketing strategies, significantly improving visibility and resulting in a notable 130% increase in online engagement.• Created and refined documentation such as progress logs and requirement specification templates, ensuring streamlined processes and effective communication within the Production Department.• Directed on-site events in the US to ensure exceptional customer satisfaction and fostered opportunities for repeat business. Show less

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  Iwg plc

  Jan 2020 - Jul 2022

  Senior international helpdesk agent

  • Collaborated with management in business centres across the USA to ensure day-to-day processes ran smoothly.• Worked closely with the Global Head of Customer Service for IWG Plc to grow and improve the Freelance Account Helpdesk Team (in which I was a senior team agent).• Presented ideas for the team’s KPIs to senior management which contributed heavily to the success of “Project Zero” – a strategic initiative aimed at eliminating a large backlog of customer queries and cases.• Leveraged my experience in Project Management and Customer Service to provide regular and valuable feedback on team performance to key company stakeholders.• Demonstrated the ability to effectively manage project timelines, prioritise tasks, and collaborate with cross-functional teams to achieve project objectives. Show less

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  Tribal group

  Oct 2021 - Jul 2022

  Project support officer

  • Managed the PD Lead Programme as a crucial component of the NCETM project, ensuring its successful execution.• Efficiently cleared a backlog of 6000+ customer service inquiries, removing a significant obstacle to project progress and enabling smoother operations.• Produced and hosted more than 20 online events per school term, demonstrating strong event organisation skills and delivery under pressure.• Led the Checkpoints Programme Project, driving user engagement digitally which resulted in higher attendance and improved attendee satisfaction.• Collaborated with the Programme Manager and Project Director to develop and maintain a Lessons Learned Log after each term, mitigating future risks for ongoing improvement. Show less

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  Agile applications limited

  Jun 2022 - Nov 2023

  Acting project manager

  • Collaborated with stakeholders to define project milestones and MVPs.• Delivered high-level project reports to stakeholders and board members, ensuring effective communication of progress and key updates.• Chaired separate weekly review meetings as PM with nine customers to facilitate productive discussions and identifying/mitigating risks.• Provided monthly reports to internal leadership, ensuring effective project governance and documentation.• Supported team with internal auditing, ensuring compliance and efficient project operations.• Collaborated with other Project Managers to schedule resources and deliverables using Microsoft Azure DevOps.• Implemented change control processes to meet project delivery expectations and quality standards.• Managed project budget and collaborated with Sales on payment milestones for accurate financial planning and resource allocation. Show less

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  Bmt

  Nov 2023 - now

  Project professional