ADRIANA NOTARANGELO
London
Summary
Results-driven Knowledge Management, Training and Operations professional with 5 years of experience in UK and European markets. Expertise in research, vendor management, operational analysis and cross-functional project delivery. Skilled in addressing complex business issues, analysing performance trends, and delivering actionable insights through resources and training programmes. Demonstrated success in managing high-priority initiatives and stakeholder engagements in dynamic environments.
Overview
5
5
Languages
14
14
years of professional experience
Work History
Knowledge Management & Training Program Manager
TikTok
London
04.2025 - Current
- Design and deliver training programmes for internal and external teams, adapting content based on operational requirements, performance insights and feedback to improve knowledge transfer and effectiveness.
- Established and monitored performance, knowledge and training metrics to evaluate recurring issues, knowledge adoption and training effectiveness, identifying areas for further intervention based on findings.
- Create written knowledge resources, process documentation, presentations, e-learning content and training materials that translated complex information into concise, accessible guidance for diverse audiences.
- Supported the onboarding and launch of EU5 and EU8 markets, developing training materials, knowledge resources and operational guidance to support readiness and consistent implementation across newly launched European operations.
- Lead and manage a SWAT team dedicated to high-priority escalations, coordinating the investigation and resolution of complex cases across multiple stakeholders and ensuring critical issues are progressed through the appropriate escalation channels.
- Research and analyse operational performance, customer feedback, knowledge trends and process information across UK and European markets to identify recurring issues, knowledge gaps and opportunities to improve service effectiveness.
- Develop structured RCA documentation, analytical summaries, presentations and performance reporting, turning complex findings into clear recommendations and practical actions for operational and business stakeholders.
- Selected to deliver in-person training in Malaysia as part of European market launch readiness, facilitating knowledge transfer and preparing operational teams to support newly launched markets.
- Support multilingual content quality and localisation initiatives, reviewing documentation and translated materials alongside native-language specialists to identify terminology, contextual and process inconsistencies that could affect operational understanding.
- Leverage native Italian and additional European language capabilities to analyse market-specific documentation, support translation reviews and improve the accuracy and relevance of knowledge resources across European operations.
- Managed multiple concurrent knowledge, training and process-improvement initiatives, balancing urgent business requirements and competing priorities while ensuring accuracy, quality and timely delivery.
Partner Operations Manager - European Markets
TikTok
London
05.2024 - 03.2025
- Directed operational governance for a major vendor site supporting 450+ employees, coordinating performance management, workforce planning, quality initiatives and operational priorities.
- Oversaw operational performance across outsourced teams, reviewing service quality, productivity, customer outcomes and key metrics to identify trends, risks and opportunities for improvement.
- Managed strategic relationships with external BPO vendors across European markets, serving as a key connection between partner organisations and internal business stakeholders.
- Conducted regular vendor reviews, consolidating operational data, recurring issues and frontline feedback into actionable insights and recommendations.
- Managed policy and process implementation for European operations, collaborating with Governance, Compliance, regional teams and subject-matter experts to ensure consistent execution of business requirements.
- Supported SOP governance and localisation for the Italian market, reviewing global policy changes, identifying market-specific implications and converting requirements into clear operational guidance.
- Identified process and knowledge gaps through case analysis, operational feedback and performance trends, collaborating with relevant stakeholders to develop corrective actions and longer-term improvements.
- Led cross-functional initiatives involving Operations, Quality, Workforce Management, Governance and Training, coordinating stakeholders from initial assessment through implementation and performance evaluation.
- Led onboarding and operational readiness for new vendor teams, developing implementation plans and training support to facilitate smooth integration and effective performance.
- Managed complex escalations and competing operational demands while maintaining quality standards and required delivery timelines.
Partner Operations Specialist
TikTok
London
08.2022 - 05.2024
- Supported external BPO partners through performance monitoring, operational guidance, knowledge transfer and continuous improvement initiatives.
- Coordinated process and policy changes between internal stakeholders and vendor teams, ensuring clear communication of complex information and consistent implementation.
- Evaluated existing business processes and procedures to identify inefficiencies, knowledge gaps and opportunities to strengthen customer and operational outcomes.
- Investigated operational and service-delivery issues using root cause analysis, qualitative feedback and performance information to identify recurring patterns and recommend corrective actions.
- Produced structured reports and performance summaries that identified findings, operational risks, and actionable opportunities for service and process improvement.
- Supported SOP and policy development by gathering frontline insights, identifying gaps in existing guidance and working with regional stakeholders to improve operational documentation.
- Developed and monitored quantitative and qualitative performance measures to assess productivity, service quality and operational effectiveness.
- Supported training programmes and knowledge-transfer initiatives for new product launches, enabling teams to effectively understand and implement new processes before go-live.
Senior Client Services Representative
TikTok
London
09.2021 - 08.2022
- Acted as an escalation point for complex cases, balancing customer requirements, internal policies and wider business priorities.
- Managed complex and sensitive customer and business cases across EMEA, conducting detailed research and coordinating with specialist teams to achieve accurate, timely resolutions.
- Collaborated with Sales, Account Management, Logistics and operational teams to resolve complex requests and support positive customer and business outcomes.
- Reviewed customer enquiries, account information and recurring service issues to identify patterns and improvement opportunities for further investigation.
- Developed best-practice guidance and coached frontline staff to enhance service quality and case resolution consistency.
Customer Service Representative
UNIQLO UK
London
01.2020 - 01.2021
- Maximised customer satisfaction by resolving service issues promptly.
- Delivered customer support across digital channels, resolving enquiries on online purchases, delivery and returns, and coordinating with internal teams to address complex cases effectively.
- Responded to customer service enquiries efficiently via digital channels.
- Provided assistance to customers regarding product-related questions and complaints.
Account Executive / Personal Assistant
Blooming Orchid Ltd
London
01.2019 - 01.2020
- Cultivated client relationships, streamlined administrative operations, and coordinated third-party interactions in fast-paced property environment.
- Resolved customer issues and complaints with quick-thinking problem-solving.
- Tracked sales and detailed trends through regular reports for senior management.
- Collected and maintained accurate data needed for effective forecasting.
Customer Service Agent
Lufthansa
Berlin
01.2018 - 01.2019
- Delivered multilingual support across European markets, addressing complex travel enquiries, service disruptions, and customer complaints to uphold high service standards.
- Handled customer queries through phone and email, ensuring prompt responses.
- Responded to customer service enquiries promptly and accurately, maintaining efficiency.
- Provided assistance to customers regarding product-related questions, feedback, and complaints, ensuring clarity.
CEO Assistant
Media Globe GmbH
Berlin
01.2013 - 01.2016
- Researched and prepared briefing materials, presentations, and documentation for senior meetings, facilitating informed decision-making for executive-level business operations.
- Built successful business culture focused on performance optimisation and goal attainment.
- Developed successful strategies and policies, meeting organisational needs and implementing improvements.
- Spearheaded strategic planning and implementation to drive company growth and profitability.
Education
Bachelor of Science (BSc) - Sport Science
University Gabriele D'Annunzio
Chieti, Italy01-2015
Diploma - Linguistics
Institute Maria Immacolata
Italy01-2008
Skills
- Knowledge Management
- Training & Presentations
- Research & Business Insights
- Performance & Trend Analysis
- Process Improvement
- Root Cause Analysis
- Project Management
- Vendor Management
- Cross-Functional Collaboration
- Stakeholder Management
- European Markets
- Written Communications
Languages
Italian
First Language
English
Proficient
C2
German
Upper Intermediate
B2
French
Intermediate
B1
Spanish
Upper Intermediate
B2
Timeline
Knowledge Management & Training Program Manager
TikTok
04.2025 - Current
Partner Operations Manager - European Markets
TikTok
05.2024 - 03.2025
Partner Operations Specialist
TikTok
08.2022 - 05.2024
Senior Client Services Representative
TikTok
09.2021 - 08.2022
Customer Service Representative
UNIQLO UK
01.2020 - 01.2021
Account Executive / Personal Assistant
Blooming Orchid Ltd
01.2019 - 01.2020
Customer Service Agent
Lufthansa
01.2018 - 01.2019
CEO Assistant
Media Globe GmbH
01.2013 - 01.2016
Bachelor of Science (BSc) - Sport Science
University Gabriele D'Annunzio
Diploma - Linguistics
Institute Maria Immacolata