- Led operational improvements across onboarding, service quality, and customer experience in a regulated financial environment, focusing on scalability, efficiency, and compliance. - Redesigned onboarding frameworks, reducing ramp time by 30% by aligning training and processes with performance data and customer journey gaps. - Implemented QA frameworks and performance scorecards, improving service quality by 15% and increasing visibility across customer operations. - Optimised KYC processes, reducing recurring errors by 20% by simplifying workflows and improving process clarity, directly reducing customer friction. - Developed performance dashboards to identify operational inefficiencies and support data-driven decision-making across teams. - Delivered targeted training initiatives aligned with real customer pain points, increasing audit pass rates from 78% to 92%. - Acted as a cross-functional partner across operations, compliance, and customer-facing teams to improve service delivery and ensure consistent customer experience at scale.

- Led quality and operational improvements across EMEA customer support for a high-volume, complex product environment, focusing on service consistency, performance, and customer experience. - Improved First Contact Resolution by 15% by identifying root causes of repeat contacts and optimizing support workflows and customer journey touchpoints. - Reduced repeat contacts by analysing customer behaviour and implementing process improvements across support flows, increasing efficiency and reducing customer effort. - Designed and scaled onboarding programs for 100+ analysts, improving time-to-performance and ensuring consistency in customer interactions. - Implemented QA frameworks and performance metrics to increase adherence to service standards and improve visibility across operations. - Acted as a key partner between operations, training, and leadership teams to align service delivery with customer experience goals. - Recognised multiple times for performance excellence, including awards for quality leadership and operational impact.

- Led training and quality strategy for EMEA customer support operations during a period of product launches and rapid scaling, ensuring consistency, readiness, and high service standards. - Designed and delivered onboarding and enablement programs for 60+ agents, improving readiness, performance consistency, and speed to proficiency. - Built and continuously refined training content based on customer insights and performance data, aligning support delivery with evolving customer needs. - Implemented and optimised QA processes to maintain high service standards and identify gaps in customer experience. - Partnered with operations and product teams to align training and quality initiatives with launch requirements and customer expectations. - Supported successful product launches by ensuring teams were operationally ready and equipped to handle new customer scenarios at scale. - Recognised for performance impact through multiple awards tied to quality improvements and training effectiveness.

- Delivered technical support across UK, Ireland, and US markets, resolving complex customer issues while maintaining high customer satisfaction in a fast-paced environment. - Maintained 90%+ customer satisfaction by effectively diagnosing issues, simplifying resolutions, and improving overall customer experience. - Identified recurring customer problems and contributed insights to improve support processes and reduce repeat issues. - Ensured high-quality data capture and CRM accuracy, enabling better tracking of customer behaviour and operational performance. - Supported onboarding of new hires through peer mentoring, improving team readiness and consistency in service delivery. - Developed a strong foundation in customer behaviour, problem-solving, and operational awareness, later applied to training, quality, and process optimisation roles.

Customer Success Foundations

Linkedin Learning

Six Sigma Green Belt

DCM

2024