FRAN ADDERLEY
Milton Keynes
Summary
Accomplished professional with extensive expertise in team leadership and management, specialising in call centre operations. Proven track record in designing and delivering training programmes, coaching and mentoring staff, and driving operational excellence through effective KPI tracking and improvement. Adept at managing customer journeys, resolving issues, and handling escalations with patience under pressure. Skilled in cross-functional collaboration, knowledge base management, and service level agreement adherence. Committed to fostering motivational leadership and building cohesive teams while advocating for customer-centric initiatives.
Overview
12
12
years of professional experience
Work history
Customer Care Team Leader
BP Pulse
Milton Keynes
05.2025 - 01.2026
- Led a high-performing customer care team for bp pulse’s EV charging network.
- Supervised a team of 15+, achieving KPI targets and successful project completions.
- Monitored KPIs to identify trends and implement targeted improvements.
- Introduced process enhancements that reduced handling times and improved resolution rates.
- Coached and mentored advisors, embedding best practices across channels.
- Partnered with technical and operations teams to resolve escalations and optimise customer journeys.
- Scheduled staff and delegated assignments to meet operational requirements effectively.
- Maintained high standards of customer care, resulting in positive client feedback.
Training & Development Specialist
BP Pulse
Milton Keynes
08.2024 - 05.2025
- Designed and delivered onboarding for multi-site, multi-language teams, reducing time-to-competence.
- Transformed complex policies and SOPs into clear materials, enhancing compliance and first-contact resolution.
- Built modular training for new systems, including walk-throughs and simulations to drive adoption.
- Fostered continuous learning culture through innovative development strategies.
- Led workshops that improved team communication and collaboration.
- Incorporated diverse teaching methods to accommodate various learning styles.
- Identified improvement areas via regular feedback surveys from participants.
- Planned training schedules, prepared materials, and coordinated facilities.
Customer Advocate
BP Pulse
Milton Keynes
08.2022 - 08.2024
- Represented the customer voice, resolving complex cases and feeding insights into service and process improvements.
- Collaborated with Product, Operations and Technical Support on changes that improved the EV charging journey.
- Successfully delivered on tasks within tight deadlines.
- Upheld high standards of customer service whilst dealing with challenging situations and individuals.
- Tracked all unresolved complaints, ensuring they were addressed at the earliest convenience.
- Enhanced company reputation by tactfully managing dissatisfied clients.
- Developed solutions for complex cases, improving overall service quality.
- Streamlined complaint procedures, enhancing efficiency in handling grievances.
Customer Service Advisor
BP Pulse
Milton Keynes
01.2022 - 08.2022
- Delivered support via phone, email and live chat, meeting targets for response time and first-contact resolution.
- Identified trends and escalated issues to drive wider service improvements.
Manager
Tempur
Milton Keynes
08.2021 - 12.2021
- Supported the Store Manager across daily operations: team coordination, stock control, visual merchandising and KPI management.
- Coached staff to improve product knowledge and sales performance; handled escalations and ensured compliance (cash, loss prevention, H&S).
- Acted as duty manager and analysed sales trends to identify growth opportunities.
- Facilitated staff training, resulting in better customer service.
- Maintained inventory control, reduced stock shortages.
- Cultivated strong relationships with clients to secure repeat business.
- Led performance reviews, identified areas for improvement.
- Fostered a positive work environment with regular team-building activities.
- Delegated tasks efficiently to maximise productivity.
- Streamlined communication channels, enhanced internal information flow.
- Led and managed administrative staff to maintain smooth daily operations.
- Designed and implemented training to further develop staff based on business goals.
- Planned revenue generation strategies designed for growth.
Team Leader
Odeon & Costa Coffee
Milton Keynes
01.2014 - 07.2017
- Progressed from frontline operations to team leadership in cinema and hospitality settings.
- Supervised a team of 10 to achieve KPI targets and complete projects successfully.
- Led shifts end-to-end, managing rotas, stock levels, and brand standard adherence.
- Developed modular training materials for new products and processes to enhance team performance.
- Conducted comprehensive onboarding training, reducing learning curves for new hires.
- Coached team members through challenging workflows to improve speed and accuracy.
- Resolved conflicts effectively, promoting a harmonious work environment.
- Encouraged open communication to foster a positive workplace culture.
Education
BA (Hons) - Psychology & Criminal Behaviour
University of Bedfordshire
Skills
- Team leadership and management
- Training design and delivery
- Coaching and mentoring
- Customer journey management
- Operational excellence
- KPI tracking and improvement
- Cross-functional collaboration
- Knowledge base management
- Issue resolution and escalation handling
- Time management
- Constructive feedback delivery
- Service level agreement knowledge
- Complaints resolution experience
- Patience under pressure
- Staff scheduling expertise
- Team building strategies
- Motivational leadership skills
- Customer advocacy initiatives
- Call center operations experience
- Telephone etiquette proficiency
Timeline
Customer Care Team Leader
BP Pulse
05.2025 - 01.2026
Training & Development Specialist
BP Pulse
08.2024 - 05.2025
Customer Advocate
BP Pulse
08.2022 - 08.2024
Customer Service Advisor
BP Pulse
01.2022 - 08.2022
Manager
Tempur
08.2021 - 12.2021
Team Leader
Odeon & Costa Coffee
01.2014 - 07.2017
BA (Hons) - Psychology & Criminal Behaviour
University of Bedfordshire