Resume

Skills

Management: Operational Leadership, Workforce Scaling (CIPD Certified), Projects

Presentation: Public Speaking, Proposal Writing

Technical: Website Development (CodeClan Certified), JIRA/Linear, ITIL, Writing, Virtual Environment Configuration, Product Troubleshooting

Marketing: SEO Optimisation, Accessibility Improvements

Compliance Retail Banking Conduct of Business (LIBF Certified), SOC2 Policy and Implementation, Anti-money Laundering and Financial Crime

Implemented customer support approach and processes that efficiently scaled support functions to serve over 3 million users.
Managed Website framework, CS and billing platform migration projects that delivered cost savings, higher support process efficiency and improved customer satisfaction metrics.
Set up and led cross domain efforts to align company practises with SOC2 requirements.
Wrote documentation for public and internal use.
Sourced prospective clients then handled initial conversations, onboarding, and legal/compliance queries.
Designed then delivered training covering company goals, tone of voice, communication strategy, feedback best practice and compliance requirements.

Designed and implemented Quality Assurance processes and systems.
Developed and carried out company wide Anti-Money laundering training.
Oversaw implementation of Incident policies and acted as Incident Lead.
Established customer communications strategy and guidelines.
Created Workforce Management processes that delivered improvements on scheduling flexibility and work/life balance.

Led numerous high performing teams to exceed expectations and deliver award winning service that has been widely recognised within the industry.
Assisted with logistics and interviews to support the scaling for Customer Operations from 40 to beyond 800 employees.
Created and developed training for frontline staff and management in audio, video and text formats.
Ran group feedback sessions and gap analysis with multiple stakeholders to identify issues with processes while encouraging a culture of accountability.
Used data to inform the creation of self-serve workflows for frontline staff, allowing for the efficient allocation of queries to managers delivering measureable improvemments to team cohesion and collaborative working.

Onboarded, coached, mentored and developed high performing Customer Operations managers to lead teams across a range of domains including Payments, Fincrime, Technical Specialists and Complaints.
Ensured seamless, consistent communication remote teams and teams based in London, Cardiff and Vegas.
Represented the remote based evening and overnight teams in senior leadership discussions.
UK Project Manager for high value Vegas office outsourcing project.
Implemented a more granular approach to communication between frontline support and workforce management, using trials to assess efficiency impact.

Provided professional evening and overnight customer support across live chat, email, phone and social media channels whilst acting as an escalation point of contact for newer members of staff.
Entrusted as the sole member of staff providing support overnight.

2023

2021

2020

2019

2011 - 2014