Abbygail Pierce

Human Resources & People:

• Successfully led daily operations in the Human Resources Department, managing and evaluating workflow and productivity while making changes where necessary.
• Developed HR department guidance on employee management, PTO, KPIs, and corporate standards.
• Managed staffing process from recruiting to onboarding, ensuring job descriptions were up to date and within budget, resulting in the successful hiring of top-performing employees.
• Developed training materials and performance management programs that improved employee understanding of their job responsibilities
• Investigated employee issues and conflicts, providing timely and effective resolution to maintain a positive and productive work environment.
• Used performance management tools to provide guidance and feedback to the team, resulting in improved employee performance and engagement.
• Conducted regular performance and salary reviews, providing feedback and recognition to employees, resulting in improved employee satisfaction and retention.

Operations:

• Developed and implemented performance standards and procedural changes to drive productivity and quality across the organization.
• Effectively directed and oversaw staff, designing schedules to meet the needs of the department and employees.
• Built a high-performance culture that aligned people to business objectives, resulting in an inclusive and unified workforce.
• Managed cross-functional business processes, redesigned SOPs
• Managed budget and financial forecasting for scaling the organization over a 12-month period, reducing costs on platforms and resources by 15%.
• Effectively managed affiliate programs and renegotiated rates, translating into 5% more revenue per month.

Projects:

• Restructured the content management process and migrated it into Asana, resulting in faster content delivery and increased efficiency across departments.
• Sustainable business development and growth by building & planning additional revenue streams, such as an online store, collaborations with other blogs, and new forms of articles

Human Resources & People:

• Built a high-performance culture that aligned people to business objectives, resulting in an inclusive and unified workforce.
• Successfully managed mass recruitment of 100 candidates per month, building a 10-day hiring plan in Asana and implementing an onboarding strategy for high volumes.
• Maintained accurate freelancer records and logs, ensuring legal and regulatory compliance and efficient payment processing.
• Developed effective communication channels with staff force, ensuring clear dissemination of information and timely response to inquiries.
• Automated freelance management process for over 280 freelancers, ensuring streamlined and efficient operations.
• Managed the onboarding and offboarding processes, ensuring seamless transitions for new and departing employees.
• Set KPIs against a framework for all employed team members, ensuring alignment with business objectives and effective performance monitoring.

Operations:

• Successfully managed business operations for a UK and India-based SEO website, providing support to the co-founders.
• Managed and evaluated workflow and productivity, making changes where necessary.
• Developed and implemented performance standards and procedural changes to drive productivity and quality.
• Successfully managed cross-functional business processes, resulting in increased productivity and effectiveness.
• Managed budget and financial forecasting for scaling the organization over a 7-month period, reducing costs on platforms and resources.
• Managed all internal and external communications.
• Delivered training sessions and conducted quality checks to improve team skills and efficiency.
• Built a positive team culture and oversaw complex business processes simplifying them for collaboration.
• Collaborated with teams to meet business objectives and proactively resolved project issues such as workflows and 3rd party projects.
• Managed corporate business administration, filing and restructured the Google Workspace, organisational structures, accesses and security on IP.
• Developed and implemented strategic operations systems and policies based on data and analytics reports – Created processes between departments to maintain timelines and standards of work.
• Facilitated communication between stakeholders – Communicating with investors, Accountants and 3rd parties.
• Strategic input at exco level and delivered transformational projects on a regular basis.
• Took all outstanding and neglected projects and completed them – Rebranding projects, Building Google my business account and social profiles, finalised investor proposals and share certificates, perused business awards.
• Introduced PO system to manage spend.
• Analysed the business platforms and spend – Saved the company 25% on monthly tech & resource spend.

IT and Platforms:

• Successfully installed and configured software and computer systems, ensuring optimal performance and productivity.
• Analyzed technical, business, and regulatory requirements, ensuring alignment with the company's objectives and compliance with relevant laws and regulations.
• Proactively troubleshooted and resolved technical issues, ensuring minimal downtime and business interruption.
• Effectively managed service providers and 3rd parties (IT, Platform, Advertising, etc.), ensuring high-quality services and value for money.
• Successfully guided colleagues through technical problems, providing excellent customer service and support. Immediate turn around time on troubleshooting issues to avoid downtime.
• Supported the implementation of new solutions or applications, ensuring seamless integration and minimal disruption to the business.
• Tested, evaluated, and made decisions about new technology for the business, ensuring alignment with business goals and objectives.
• Provided valuable insight into technical requirements during business-wide meetings, contributing to informed decision-making based on data analytics.
• Developed training materials and trained new staff on systems, ensuring smooth onboarding and efficient use of technology.
• Effectively oversaw the company shared drive and drive structure (Google workspace management), ensuring hierarchy access protocols, organization structures, and security of company files.

Logistics and Procurement

• Oversaw cross-border logistics from manufacturers in China, Germany and Italy to depot in Belgium to clients across the EU.
• Supervised the procurement department, delivering an annual average of 7% cost savings.
• Restructured logistics & distribution saving 12%
• Ensured continuity of inventory planning through a number of disruptive global events.
• Implemented an electronic ticketing system to help with capacity of client queries - Transforming our client services for timely and proactive responses with many automations built in.

Marketing and Sales

• Collaborated with marketing companies in each country and planned product launches, special promotions, and marketing campaigns.
• Managed social media accounts on FB and Instagram driving sales through the platforms.
• Managed a customer support team and ensured quality assurance for all products with high level engagement.

Project Management

• Led and completed a complex, cross-functional project within budget and on schedule, resulting in increased productivity and revenue for the organization.
• Implemented a project management methodology in Trello, that improved team collaboration, resource allocation, and communication across multiple departments, resulting in more efficient and effective project delivery.
• Identified and mitigated project risks and issues, resulting in a smoother project implementation and higher customer satisfaction.
• Developed and maintained project documentation, including project plans, schedules, and status reports, ensuring clear and concise communication with all stakeholders.
• Managed project budgets and financial forecasts, optimizing resource allocation and ensuring the project remained within budget constraints.
• Managed 3 Shopify sites, updating content, pricing and products, daily sales and fulfillment reporting.

Sales & Business Development

• Secured multiple government and private sector tenders, including Kellogg's, Nuk, Department of Agriculture, and Department of Education through successful tender responses
• Won the Kellogg's tender and opened up the company to label printing as a department, leading to the purchase of a second litho printer valued at ZAR80Mil
• Successfully collected outstanding accounts, resulting in a client signing over a ZAR3.5mil property to the CEO for bad debt
• Developed and presented project plans and sales pitches that led to new business opportunities, such as Nashua, cross-border photography printing for schools in Africa, and Kellogg's tender

Operations, Projects & Administration

• Ensured compliance with statutory requirements by registering the business and obtaining necessary sectorial certifications. As the public officer of 15 companies, I ensured their compliance as well
• Streamlined administrative processes and managed/updating standard operating procedures to improve business efficiency
• Maintained accurate and compliant document control for all agreements and contracts, both for clients and third parties
• Established and managed the company's Quality Assurance department, allowing the business to win tenders and close international accounts
• Upgraded quality assurance certifications, with compliance well above industry standards.
• Identified plans and resources required to meet project goals and objectives.

Account & Franchise Management

• Successfully managed and grew existing accounts through effective account management strategies, including developing a 2-year rebranding of vehicles project and budget plan with the CEO of Nashua
• Provided efficient EA support to the CEO and FD
• Created and successfully ran an internship program to develop skills within the franchises
• Managed franchises and owners, supporting them in securing business and appointing staff
• Set up potential franchisees for growth of the business
• Established partnerships with suppliers through effective management of credit and vendor applications, building JVs with smaller companies who were able to secure big projects but needed capacity support.

Business Support and Administration:

• Successfully managed FICA and document control processes to ensure compliance with legal and regulatory requirements
• Managed contracts for all clients and 3rd parties, ensuring compliance with SLA/MSA/SOPs/NDAs etc
• Provided support for sales projects and client integrations, resulting in successful onboarding of new clients and partners
• Provided administration and support for all operational activities, resulting in improved efficiency and productivity
• Managed ticketing escalation to ensure timely resolution of customer issues
• Successfully onboarded new clients and partners, ensuring smooth integration and onboarding experience
• Supported update and communication of platform changes with 3rd parties and clients, for improved user experience and satisfaction
• Configured new merchant accounts, ensuring smooth payment processing for clients (Had to pass a polygraph test for this, as I was entrusted to setup account payments)
• Conducted testing and QA to ensure system functionality and reliability

Accounts Management:

• Provided support for sales projects and client integrations, resulting in successful onboarding of new clients and partners
• Performed analytics and reporting on a monthly basis to track and measure client accounts, resulting in actionable insights and improved account management strategies
• Configured new merchant accounts, ensuring smooth payment processing for clients

Marketing and Branding:

• Successfully changed the marketing strategy from a focus on merchant acquisition to a customer-focused approach, resulting in increased brand awareness and adoption of the platform by end-users. This approach was designed to build trust with clients and ultimately drive merchant sign-ups and transactions.

Compliance and Security:

• Successfully managed FICA and document control processes to ensure compliance with legal and regulatory requirements
• Ensured PCI compliance for secure payment processing

Operations and Quality Assurance:

• Provided administration and support for all operational activities, resulting in improved efficiency and productivity
• Managed ticketing escalation to ensure timely resolution of customer issues
• Conducted testing and QA to ensure system functionality and reliability