Experience

Fixter

• United Kingdom
• Vehicle Repair and Maintenance
• 1 - 100 Employee

• • May 2022 - Present

  Direct report of the COO, supporting on all Ops-related issues and liaising with key firm stakeholders. Selected experience:• Directly supported the Country Manager in the company’s first international expansion plan to France, including an in-depth study on drivers’ remuneration model, transportation solutions, drivers’ contract type, and insurance negotiation• Detailed analysis of the top UK cities to prepare for Q4 peak demand, leading to the Garage Supplier Strategy and optimisation of short-term capacity: an estimated drop of 25pp. in cancelation rates YoY with cost-neutral initiatives Show less

• • Aug 2021 - May 2022

  • Head of Driver Operations Department, managing a team of 2; reporting directly to the COO and on a weekly basis to the CEO• Conducted a full-fledged analysis on the impact of migrating drivers to self-employed contracts at the city level: estimated 50% reduction in cancelation rates, increased visibility of order execution and ~15% reduction in Collection & Delivery costs• Articulated with Marketing and Garages teams to deliver on the strategic expansion plan into 6 new cities in the UK• Created a set of real-time dashboards for management to track drivers’ lateness and last-minute collections Show less

• • Nov 2020 - Aug 2021

  • Led pilots for some of the company’s strategic initiatives (Car Wash, Mobile Mechanics, and Sales of Drivers to Garages), leading to the creation of a Business Unit within Operations: responsible for market research, sourcing of suppliers, bookings management, and preparation of learning documentation for scaling• Working as a pivot between the Operations and Product teams, identifying issues and improvement opportunities to be included in the Company’s Tech Roadmap (e.g. Auto-allocations process for garages and drivers & Distribution of Collection slots)• Prepared directly with the COO the Drivers 2021 recruitment strategy and the expansion to new cities in the UK Show less

• • May 2019 - Nov 2020

  • Created from scratch the drivers’ full onboarding process – tracking system in Salesforce, automatic emails, tutorial videos, document verification standards, kit shipping, and onboarding sessions• Brought more than 600 new drivers on-board in the main cities in the UK (e.g. London, Manchester, Liverpool, Leads, Edinburgh)• Part of the team that reduced drivers’ cost by ~40% in 2 years by switching remuneration system to pay-per-delivery• Proactively identified, designed and implemented drivers’ distance-based pricing system, saving ~20% in costs per booking• Experience across all daily Operations tasks such as drivers’ allocations (~40 bookings/day), invoicing and live ops Show less



Deliveroo

• United Kingdom
• Internet Marketplace Platforms
• 700 & Above Employee

• Operations Representative - Rider Supply Associate

  • Jan 2018 - May 2019

  • Responsible for full Riders’ Onboarding process for the South London region, completing the largest number of onboarding processes in a week (~1,000) and ensuring the rider supply met the order demand • Part of the team that worked on developing and optimising the onboarding process to minimise applicants’ process time, creating an almost fully remote process • In charge of document verification, working together with criminal background check company (Onfido) • Responsible for full Riders’ Onboarding process for the South London region, completing the largest number of onboarding processes in a week (~1,000) and ensuring the rider supply met the order demand • Part of the team that worked on developing and optimising the onboarding process to minimise applicants’ process time, creating an almost fully remote process • In charge of document verification, working together with criminal background check company (Onfido)



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Representative

  • Sep 2017 - Dec 2017

  • Provided superior customer service, while navigating multiple platforms – phone, live chat, emails and social media • Participated in different products & services campaigns (e.g. Disney, Medtronic), requiring deep industry and product knowledge • Provided superior customer service, while navigating multiple platforms – phone, live chat, emails and social media • Participated in different products & services campaigns (e.g. Disney, Medtronic), requiring deep industry and product knowledge



Santander

• Spain
• Banking
• 700 & Above Employee

• Administrative Intern

  • Jul 2012 - Dec 2017

  • Administrative assistant in more than 10 branches, supporting ~20 Senior Branch Managers across multiple administrative processes, including the process of daily branch closing • Contacted directly clients to sell numerous financial products (e.g. 1|2|3 Current Account), successfully meeting sales targets • Administrative assistant in more than 10 branches, supporting ~20 Senior Branch Managers across multiple administrative processes, including the process of daily branch closing • Contacted directly clients to sell numerous financial products (e.g. 1|2|3 Current Account), successfully meeting sales targets