Heather Adrian

Process Improvement | Project Manger | Business Analyst @Freelance (Self employed)

United Kingdom💸 Marketing✔️ IT👍 Sales & BizDev🧨 ConsultingCustomer Success ManagerProject ManagerCommunity ManagerBusiness AnalystSMM Manager

Heather Adrian is a highly experienced and dedicated professional with a strong background in business management and operations. She has a proven track record of improving efficiency and productivity through her innovative strategies and leadership skills. Heather's expertise lies in project management, strategic planning, and team leadership. She is known for her excellent problem-solving skills and her ability to drive growth and profitability. She is a results-driven leader who is committed to achieving business objectives and exceeding expectations.

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Work Background

PlutusProduct Operations Manager

Apr. 2024London Area, United Kingdom

West London NHS TrustProject Support Officer

Nov. 2023 - Mar. 2024London Area, United Kingdom

Brunel University LondonAward Winning Technology & Innovation Graduate Student Leader | Project Manager

May. 2021 - Dec. 2023• Led a team that pitched an AI tech-enabled recycling solution to Heathrow airport as part of an innovation in sustainability design challenge, aimed at decreasing cognitive burden around in-terminal recycling and increasing user engagement with targeted bins. * Advocated for student needs and requests as a Student Representative for the MSc Management and Pre-Masters management program, working cross-functionally with business school leaders, teaching staff, and technology staff. • Conducted live interviews with various stakeholders in the medical industry for a British Council-sponsored research project on digital readiness in Indian healthcare, analyzing the content for unifying themes and presenting findings in AS-IS/TO-BE diagrams. • Delivered a final status report to primary researchers highlighting the current state of digital readiness in Indian healthcare, recommendations for improvement, and limitations. • Mentored six teams of mixed-ability through design innovation and implementation challenges as part of Brunel's READY employability program, with multiple finishes in the top 10 and recognition by 10 Downing Street. * Participated in a wide variety of locally known and internationally renowned business challenges to solve problems posed by both public and private clients across several sectors.

absolutelabs.Technical Project Manager

Jul. 2022 - Sep. 2022London, England, United KingdomSuccessfully led initiative to become AWS Technical Services Partner while establishing and implementing delivery excellence standards for technical projects.

DigitalOceanDigitalOcean Support Manager | L&D | Community Engagement & Project Management

Jul. 2020 - Jan. 2021Directly responsible for seven agents who functioned in the social media/community engagement capacity in addition to their standard ticket responsibilities, and conducted regular 1:1's for agents, as well as goal setting/coaching meetings and disciplinary conversations. Managed Support-related social media and community engagement, exclusively, and lowered social media engagement time to reply from over 60 minutes minutes to 10 and maintained this over consecutive months by optimising tooling as well as engagement processes. Restructured, updated, and maintained all support agent policy and procedure documentation related to Developer experience as well as social engagement, and implemented new company approved Individual Development Plan documents and processes for agents across the department Revised and implemented the holiday coverage planning process for the department, and completed and presented a comprehensive current/past state of affairs in social engagement audit. Completed DigitalOcean Manager Training and provided 1:1 Management related tool training in BambooHR, Expensify, and Lattice. Successfully onboarded and trained incoming Developer Experience Manager and Director of Support, while assisting other Developer Experience Managers in the department.

DigitalOceanCommunity Engagement & Performance Lead | Cross-functional Process Improvement | Business Analysis

Jun. 2019 - Jul. 2020Greater New York City AreaLed end-to-end implementation of new social media engagement tooling (SproutSocial), working cross-functionally to insure success. This included, among other things - including requirements gathering, RFP creation, vendor selection and negotiations, executive budgetary approval presentation, all implementation, and training aspects. Designed and implemented a strategy and execution plan as a result of the audit in order to bring customer social engagement into a more ideal future state Identified and revised targeted agent metrics and other performance standards related to social engagement for agents, and developed processes to ensure that agents could meet and sustain them Developed and deployed all training related to community and social media engagement for agents, in cooperation with the Learning and Development Team Worked cross-functionally to bring Asana project management tooling to the Support Leadership and project management teams, as well as to lay the foundation for the possible implementation of live-chat across the department Co-led a taskforce at the request of the department VP to evaluate whether the support team should continue to use Salesforce or migrate to Zendesk Initiated various team and individual development and engagement programs across the department for agents based on needs, requests, or identified skills gaps