Netherlands
I’ve always loved leadership. It’s all about people solving problems, creating great experiences, and making someone's day just a little bit better. Over the years, I’ve built and led high-performing teams across global markets, helping them thrive in fast-paced environments. Whether it’s improving workflows, reducing backlogs, or launching new operational strategies, I love finding ways to make processes smoother and more efficient. I get energy from working with diverse teams - whether that’s collaborating with sales, compliance, and product teams or guiding a team through major changes. I believe the best results come when people feel supported, engaged, and valued, and I’m passionate about creating that kind of environment. Always happy to connect with professionals in the leadership space!
- Lead the UK Client Services team of up to 19 fte, ensuring exceptional service in a complex luxury landscape. - Act as the primary liaison between multiple stakeholders, including e-commerce, escalations, boutiques, and operations teams. - Oversee daily workflow management, optimizing processes to enhance efficiency and improve quality scores. - Work on implementing a successful continuous improvement initiave. - Spearheaded a successful clienteling project, with team achieving targets from the first month. - Onboarded the team through a new live chat communication model.
- Built and led a high-performing team of 17 specialists across multiple European markets. - Managed the customer due diligence process for Belgium, France, Germany, UK, and the EEA, ensuring compliance with regulations. - Defined and implemented KPIs for speed and quality. - Successfully planned and allocated workloads, reducing backlog processing times by 47%. - Led the UK market launch from the operations side, ensuring a smooth and compliant rollout that met all regulatory requirements. - Developed and standardized SOPs and trainings based on team and sales enablement feedback, streamlining internal processes and reducing errors. - Spearheaded multiple high impact process improvement projects, leading to increased team productivity.- Working with multiple stakeholders, including sales, compliance, engineering, tooling team, and central operations to improve processes and gain efficiencies. - Leading and motivating a new team through change in a start up environment.
- Successfully built a new team that ranked in the top 3 site-wide for KPIs by Q2. - Motivated and coached the team to exceed 6 KPIs, both individually and collectively. - Launched and led a high-performance initiative, improving team engagement and increasing productivity. - Conducted high-volume hiring and interviewing to scale team operations. - Managed escalated cases, ensuring swift and effective resolution, reducing escalation response time. - Conducting regular team meetings and 1:1s. - Completing regular quality audits on the work of my team. - Led employee engagement and customer experience projects, contributing to an increase in retention and satisfaction. - Ensuring a high level of performance while managing the team through change.
- Managed the team through essential high-profile process changes, including internal tools - Supported the team through regular team meetings and 1:1's - Managed the Employee Engagement Programme, a team of up to 8 individuals who organised monthly events and all seasonal engagement activities - Main POC between ops and PM for Sanctions - Engaging with prospective team members through volume hiring (over 70 interviews) - Mentored new hire Team Leads - Worked on projects as part of the Amazon Connections team - Main POC for the New Hire Welcome Programme, as part of this was the face of the company for all new hires - Acted as Hiring Manager, owning the hiring process end to end
- Client onboarding - Working on Seller Escalations - Screening PEP and SAN cases - Periodic review - Performing Enhanced Due Diligence investigations - Conducting AML and CTF risk assessments - Reporting suspicious behavior to Compliance Key Achievements: - Promoted from Support Associate for superior customer service, work ethic, and ability to handle large call volumes and resolve issues with empathy and understanding - Seconded as Escalations Specialist for 6 months to resolve possible issues and setbacks - Was entrusted to train the first groups of AML investigators due to my in-depth cross departmental product knowledge
- Detecting and preventing fraudulent behaviour. - Working on specific projects to develop new strategies. - Training and development of new hires classes. - Ongoing curriculum development to reflect current trends and changes. - Mentoring new hire classes and on going team mentoring. - Travelling to other sites to deliver training. - Coordinating, developing and delivering ongoing team training. - Performing quality analysis and providing coaching. - Workflow duties Key achievements: - Lead Subject Matter Expert responsible for developing training materials and conducting classroom programmes for new hires. I was chosen to mentor colleagues and new hires both locally and internationally in Costa Rica and Cape Town.