Abi Martin
Bristol,United Kingdom
Summary
HR professional with nearly 5 years’ experience across HR advisory, employee services, and operational HR delivery. Currently working toward CIPD level 5. Skilled in case resolution, stakeholder management, HR data reporting, ServiceNow HR, and process improvement. Proven ability to provide high-quality HR support, improve service efficiency, and deliver clear, practical guidance in fast-paced, high-volume environments.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
Work history
HR Channels and Portals Professional
BT
Bristol
2023.11 - 2026.03
- Report and analyse service volume and performance data, producing monthly and quarterly operational dashboards to provide stakeholder insights and support decision‑making.
- Create tailored HR portal and knowledge content to strengthen digital self-service and improve colleague experience.
- Use customer feedback, trend data, and analytics to inform HR system development and enhance the self‑service model.
- Lead UK activity for the implementation of ServiceNow HR, including testing, issue resolution, user engagement, and ongoing optimisation.
- Chair a cross‑business ServiceNow HR user group, gathering feedback to shape enhancements and improve adoption.
- Deliver training, communication, and guidance to stakeholders — including international teams — to support adoption of digital HR tools and People Services solutions.
- Conduct testing, root‑cause problem solving, and resolution of system or process issues across smart forms, portals, and telephony channels.
- Lead and contribute to continuous improvement projects, ensuring HR channels are optimised and aligned with BT’s digital transformation strategy platform improvements.
HR Advisor
Ask HR, BT
Bristol
2022.03 - 2023.11
- Provided clear, accurate HR advice through phone, email, and case management systems.
- Interpreted HR policies to resolve colleague queries effectively.
- Identified trends through HR data analysis and improved guidance and workflows.
- Enhanced processes to improve speed, accuracy, and colleague experience.
Colleague Services
HR Support, BT
Bristol
2021.07 - 2022.03
- Managed HR administrative processes for pay, sick pay, and contracts.
- Handled HR queries while maintaining confidentiality.
- Created and updated work instructions for HR teams.
Customer Services Representative
Canada Life
Bristol
2019.06 - 2021.06
- Communicated with financial advisors handling sensitive policy information.
- Collaborated with internal departments to resolve queries and process changes.
- Used systems such as Teams, Outlook, Excel, and Word to complete tasks.
Education
A-Levels - Textiles, Core Maths, Psychology
Winterbourne International Academy
Bristol 2011.09 - 2018.07
Skills
- HR advisory, HR policy interpretation and guidance, knowledge of ServiceNow for HR, data reporting and analytics, stakeholder engagement, communication, problem-solving, high attention to detail, confidentiality, cross-functional collaboration
Timeline
HR Channels and Portals Professional
BT
2023.11 - 2026.03
HR Advisor
Ask HR, BT
2022.03 - 2023.11
Colleague Services
HR Support, BT
2021.07 - 2022.03
Customer Services Representative
Canada Life
2019.06 - 2021.06
A-Levels - Textiles, Core Maths, Psychology
Winterbourne International Academy
2011.09 - 2018.07