About Antonia
Project & Operations Manager | PMO Support | Process Improvement | AI & Digital Transformation
I help organisations deliver projects, improve operational efficiency, and turn strategic priorities into practical, measurable outcomes.
With experience across Product, Operations, Customer Experience, and Technology teams, I specialise in coordinating complex cross-functional initiatives, managing stakeholders, and establishing effective governance and delivery processes.
Recent achievements include:
• Leading an AI automation initiative that now manages 75% of company contacts, significantly reducing manual workload and improving response efficiency.
• Delivering a large-scale help centre migration that improved operational scalability and customer support processes.
• Partnering with Product, Engineering, Customer Operations, and Commercial teams to drive prioritisation, process improvements, and successful project delivery using Jira and Confluence.
My areas of expertise include:
• Project & Programme Management
• PMO Support
• Governance & Reporting
• Process Improvement
• Stakeholder Management
• Agile Delivery
• Operational Excellence
• AI & Automation Initiatives
• Change Management
• Workshop Facilitation
I am PRINCE2 certified, a Certified Scrum Master, and APM Project Fundamentals qualified. I combine structured project management with a pragmatic, collaborative approach to help teams move from strategy to execution.
Whether you need support establishing governance, coordinating stakeholders, improving operational processes, or delivering strategic initiatives, I can quickly integrate into your team and add value from day one.
Bulgarian
Native or bilingual
English
Fluent
Can work on-site
London (up to 50km), Basingstoke (up to 10km)
Experience
- MyTutor.co.ukTechnical Operations Executive- Product OperationsEDUCATION AND E-LEARNINGDecember 2024 - May 2026 (1 year and 5 months)London, UK
- Coordinated with Product, Engineering, and external partners to prioritise issues, drive resolutions, and improve platform performance.
- Collaborated with the Process Improvement Lead on a high-priority Multi Help Centre (MHC) transformation initiative, supporting the migration of 260+ knowledge base articles into a new scalable structure designed to improve user experience, content accessibility, and operational efficiency.
- Played a key role in an AI transformation initiative focused on improving automated customer query handling, increasing self-service adoption, enhancing AI performance KPIs, and reducing overall cost-to-serve.
- Identified operational improvement opportunities across tutoring services, collaborating with cross-functional teams to implement solutions that improved efficiency, service quality, and internal processes.
- Contributed to a multi-phase Knowledge Base optimisation programme, auditing content, restructuring information architecture, removing outdated processes, and leveraging subject matter expertise in compliance and onboarding to improve usability and accuracy.
- Analysed operational and platform performance data using SQL (Snowflake) and New Relic to identify trends, monitor KPIs, improve triage processes, and support data-driven decision-making.
- Partnered with Product, Engineering, Operations, and external technology providers to investigate complex platform issues, coordinate resolutions, and support continuous improvement initiatives.
- Monitored AI tool performance, system health, and operational metrics, identifying opportunities to optimise workflows, improve automation outcomes, and enhance overall service effectiveness.
- Served as Weekend Senior Support Lead, managing a team of 3–4 colleagues, coordinating workload prioritisation, resolving resource and coverage challenges, and ensuring consistent operational performance during critical periods.
- Foreign, Commonwealth and Development OfficeFacilities Project ManagerCIVIC AND SOCIAL ORGANIZATIONSJanuary 2022 - January 2023 (1 year)Sofia, Bulgaria
- Responsible for the coordination and implementation of multi-site facilities projects, suppliers and site activities to maintain continuity of operations.
- Responsible for health, safety & fire management across embassy facilities, including the historically listed residence and modern central office, ensuring compliance with FCDO standards through risk assessments and controls.
- Liaised with regional technical officers to deliver property compliance assessments and action plans.
- Led the summer relocations of diplomats, which included coordinating with multiple contractors. I also negotiated contracts and aligned work and resources during business-critical periods to ensure completion within scope, time, and budget.
- Managed stakeholders (landlords, contractors, internal teams, diplomatic staff) and suppliers, including line management of one team member, to deliver agreed project outcomes.
- Supported the organisation of key events such as the Queen’s Birthday Party (QBP) and assisted the Events Manager with planning, logistics, and event coordination.
- Tek ExpertsSenior Critical Situations Manager- Microsoft ProjectTECHJuly 2021 - September 2021 (2 months)Sofia City Province, Bulgaria
- Coordinated the end-to-end management of high-priority incidents, aligning technical and business stakeholders to ensure timely resolution and minimise operational impact.
- Led incident triage and cross-functional resource coordination, supporting service continuity, risk mitigation, and effective stakeholder communication.
- Managed confidential and sensitive information in accordance with data protection, security, and compliance requirements.
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Education
- PRINCE2® 7 Project ManagerPeoplecert2025PRINCE2® 7 Project Manager
- APM Project Fundamentals Qualification (PFQ)Association for Project Management2024
Certifications
- PRINCE2® Project ManagerPeopleCert2025
- PRINCE2® 7 Practitioner Certificate in Project ManagmentPeopleCert2025