Francesca Hand
Senior Operations Manager @Flix
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WORK HISTORY
Senior Operations Manager @Flix
London, GB
One of a team of 4 which has grown the UK FlixBus network by over 100% whilst maintaining and improving customer satisfaction through strong NPS scores and improved punctuality through Bus Partner and Stations management.Analysis and report building to deliver operational insights and improvement areas using SQL, Excel and PowerBI.Managing a team of 6 customer service agents working in Victoria Coach Station, leading their onboarding and training, performance management, as well as managing rotas and timesheets.Improvement project management including the roll-out of a quality audit of the vehicles pre-service validating the standard of the vehicles for customers. Improved the number of checks without issues from 7% to 65% in 12 weeks.
EDUCATION
City of London School for Girls
High School
University of Warwick
Master’s Degree
ABOUT FRANCESCA HAND
Operations Manager at FlixBus UK with great experience working within fast-paced scale-up businesses. My previous role was as Operations Specialist at InPost UK responsible for the deployment of delivery lockers across the UK. Before that, I worked for Rolls-Royce as a Methods Engineer within Overhaul Services having completed the Manufacturing Engineering Graduate scheme with roles in Turbines Digital Manufacturing, Civil ME HQ Operations and the Composite Technology Facility Preforming & Moulding Team. Graduate of the University of Warwick where I obtained a First Class Honours as a Master of Mechanical and Manufacturing Engineering. Over the summer of 2018 I worked as a Manufacturing Engineering Intern with Rolls-Royce working in Capability Acquisition and Manufacturing Technology. I have previously gained great experience at SolarCentury in the Operations and Maintenance Team and the Innovation Team and at NCS Trust in the People and Office Team. I was involved in many clubs and societies university and took on much responsibility including the roles of President, Treasurer and Vice President of Engineers without Borders Warwick.
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