Emma Mullen
Scotland
Summary
I am highly motivated by the cultivation of excellent relationships and curating performance to a high standard whilst embodying a human-first approach.
Although I have had an interestingly varied professional career so far, the constant has been working with people, and bringing my pleasure in positive, supportive relationships to each role.
I am dedicated and reliable, and enjoy curating streamlined processes and systems with detailed data analysis to improve operational successes.
I am currently enrolled to complete my Level 5 CIPD Associate Diploma in People Management.
Overview
2026
2026
years of professional experience
Work history
Customer Experience Team Lead
By Miles
London
07 2024 - Current
- Supported my team to be happy, engaged and empowered to deliver their best work, consistently demonstrating top team KPIs.
- Constantly sought to improve best practice for employees, members and the business.
- Developed and delivered training content and coaching for both continual improvement and New Starters.
- Prepared and delivered regular QA, performance reviews, and individually-tailored SMART goals and coaching plans .
- Held responsibility for internal knowledge bases.
- Had shared responsibility for Workforce Management.
- Supported and owned areas of several OKRs including cross-functionally with the People Team, Product Team and Ops Team.
- Selected as Responsible in a large cross-functional RASCI.
- Collaborated with cross-functional departments to streamline processes and improve customer experience.
- Consistently maintained top scores in Compliance training including Fraud, Financial Crime, Consumer Duty and Vulnerabilities.
- Twice winner of the company-wide Virtues Award (2024 and 2025) and the only person to be nominated on all 5 Virtues (both years) Respect, Growth, Fairness, Efficiency and Ambition. https://www.bymiles.co.uk/insure/magazine/meet-our-virtue-role-models-of-2024/
- Member of the Inclusion, Diversity and Belonging team which was nominated in the Diversity Inclusion in Insurance Awards.
- Daily use of Zendesk (including Analytics), Slack, Google Suite, HiBob, Atlassian, Assembled, Payhawk etc
- Professional Certificates in Zendesk, Google Workspace, Project Management, Human Resources Foundations by the CIPD. Currently enrolled in CIPD Level 5 Diploma in People Management.
Customer Experience Executive
By Miles
London
10 2023 - 06 2024
- Handled member queries by phone, live chat and email.
- Took on projects to provide cross-functional stakeholder feedback.
- Specialised in Renewals and Retentions and Claim Escalations.
- Supported Product initiatives and OKRs and was a Key Stakeholder in a large Product initiative.
Head of Operations and Client Service
HPH Publishing CC
Johannesburg
01.2017 - 09 2023
- Held full responsibility for all elements of the operational requirements of the business, B2C and B2B, and all channels of communication between customers, suppliers and service providers; locally and internationally.
- Managed hiring and training across the operational, sales and customer services departments.
- Oversaw accounting and finance departments.
- Personally curated and maintained an exceptional standard of customer service and operational practices to achieve an average rating of 4.9 stars for the business on Google Reviews.
- Continually analysed both sales and business systems to project, strategise and drive business, and also to ensure appropriately curated expenditure on production and COS in accordance with these commercial analyses.
- Constantly strategised and researched short- and long-term business solutions and ensured the company stayed at the forefront of e-commerce practices.
- Fully proficient with Word, Excel, Shopify, Amazon Seller, Meta for Business, MailChimp, Sage Accounting, Bookmaster, Stock2Shop, PayFast, Takealot, Meta Business Suite, Google Ads Manager, Canva, Compass, Leadpages, Hootsuite etc.
- Copy writing, proof-reading and editing of an array of copy - from contracts to marketing to published content as listed Editor.
People Management, Admin and Marketing
Endalweni Private Game Reserve
Kei Mouth
06 2009 - 09 2023
- Handled all enquiries, bookings, and invoicing.
- Communicated. with managers as to what was required of them (guests in the lodge, and staff and operational matters for the farm manager)
- Acted as main point of contact for internal parties (staff, managers, accountants, HR, legal, and the owners overseas; plus guests, clients, buyers and suppliers).
- Marketing, social media, emails, and WhatsApp
- People Management of employment processes and policies.
- Produced budgets and management accounts.
Executive Assistant and Office Manager
Objectivity II (Pty) Ltd
Kei Mouth
01 2009 - 10 2015
- Responded to correspondence, facilitating positive communication for enhanced business processes.
- Facilitated smooth communication between CEO and members of staff.
- Managed payroll and ensured compliance with Employment regulations and compliance.
- Evaluated and developed office policies and procedures for improved workflow.
- Prepared financial statements, invoices and other financial documents.
- Filed and retrieved corporate records, documents and reports.
Private Lodge Manager
Endalweni Private Game Reserve
Kei Mouth
11.2015 - 01.2017
- Managed all aspects of the lodge, from bookings and marketing, to catering for guests.
- Created an income stream of equestrian tourism using my own horses.
- Single-handedly responsible for securing the highest possible ratings from Tourism Grading and the AA.
- Sourced cost-effective solutions for required maintenance works.
- Monitored local accommodation market to guide pricing decision-making.
- Directed maintenance staff to keep facility and grounds at optimum standards.
- Controlled expenditure, oversaw purchasing and maintained accurate counts.
- Supported housekeeping management in maintaining first-class accommodation.
- Kept accounts and records updated, enabling clear performance monitoring, and created monthly and annual Management Accounts.
- Managed budgets through careful planning and business strategy.
- Managed a team of 15 people, adhering to best employment practice at all times
General Manager
Mkulu Kei Nature Reserve
Kei Mouth
11.2007 - 10.2015
- Managed the health, well-being, overseeing of breeding, training, marketing and selling of owner’s stud horses from birth to adulthood.
- Maintained budgets and management accounts.
- Managed entire reserve staff including payroll, HR, performance, schedules, workforce management and employee welfare.
- Generated records and management system for horses, including history and grading.
- Developed equestrian tourism and handled marketing, enquiries, bookings, and hosting of guests, including taking them riding on the reserve.
- Helped to develop, oversee and maintain an Nguni cattle herd, including assisting in the design and construction of a humane cattle handling system, and maintenance of all record keeping.
Riding Instructor and Stable Manager
Self
Johannesburg
01.2005 - 09.2007
- Developed a small business teaching high-quality horsemanship with a small group of dedicated pupils, to nurture them into competitive riders.
- Offered production of horses for sale or competition.
- Managed all aspects of a small livery yard, including staff, minor veterinary needs, ordering of feed and supplies.
- Communicated with both clients and service providers for all needs of the yard.
Education
Associate Diploma - Level 5 People Management
CIPD
02.2027
Scotland’s Mental Health First Aid certification
Public Health Scotland
12.2023
NVQ Level 1 - Law
University of South Africa
Johannesburg, South Africa01.2017
Certificate of Higher Education - Equestrian
SANEF
Johannesburg, South Africa03.2006
A-Levels - Matric
Parktown High School for Girls
Johannesburg, South Africa11.2004
Skills
- Adherence to cultivation of high performance standards and committed ethics
- Strong leadership skills
- Experienced coach and mentor
- Effective problem solving
- Exceptional interpersonal communication skills
- Process curation and improvement
- Dedication, reliability, friendliness and loyalty
- Adaptable and a good learner
- Skilled in a wide range of systems
- Wide-ranging experience and skillset
- Strong data analytics skills
Timeline
Head of Operations and Client Service
HPH Publishing CC
01.2017 - 09 2023
Private Lodge Manager
Endalweni Private Game Reserve
11.2015 - 01.2017
General Manager
Mkulu Kei Nature Reserve
11.2007 - 10.2015
Riding Instructor and Stable Manager
Self
01.2005 - 09.2007
Associate Diploma - Level 5 People Management
CIPD
Customer Experience Team Lead
By Miles
07 2024 - Current
Customer Experience Executive
By Miles
10 2023 - 06 2024
People Management, Admin and Marketing
Endalweni Private Game Reserve
06 2009 - 09 2023
Executive Assistant and Office Manager
Objectivity II (Pty) Ltd
01 2009 - 10 2015
Scotland’s Mental Health First Aid certification
Public Health Scotland
NVQ Level 1 - Law
University of South Africa
Certificate of Higher Education - Equestrian
SANEF
A-Levels - Matric
Parktown High School for Girls