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Work Background
Legal & GeneralCS Lead Manager
Jul. 2023Efficiently managed annuities with a focus on tax efficiency.
Led and successfully executed the RTI project, ensuring precise HMRC tax compliance within the Bereavement department.
Oversee service levels and resource allocation to meet dynamic customer needs.
Made substantial contributions to business and succession planning, shaping long-term growth.
Conduct systematic root cause analysis to drive continuous process improvement.
Act as a mentor, trainer, and motivator, empowering team members to reach divisional goals.
Consistently evaluated and optimized business processes for enhanced efficiency.
Fostering transparent and productive communication across various business units.
Upholding accountability for process, regulatory, and safety compliance.
Proactively identifying, managing, and reporting key risks to minimize their impact, representing the department when required.
SplytUK and Europe Customer Experience Lead
Apr. 2022 - Dec. 2022Identify suitable vendors, negotiate contracts, onboard, define the vendor management process, and ensure they fulfill their contractual obligations. I work closely with internal stakeholders (product, support, design, tooling, and tech teams) on product development and partner integrations. Define and communicate vision aligned with company strategy while fostering stakeholder collaboration
Led the implementation of new systems and processes, ensuring successful adoption and minimal disruption to business operations
Manage Backlog, prioritize, and refine, ensuring readiness with Uber and European taxi providers
Act as an ambassador for both internal and external stakeholders, including Uber, European and East Asian taxi companies such ittaxi, and Kakao
Utilized MI to analyze customer journey data, enabling data-driven decision-making and the implementation of targeted strategies to enhance customer experience and drive business improvement
Developed requirements and use cases, and worked with development teams to ensure successful delivery of technology solutions that aligned with business needs
Managed and Led all product implementation with Uber and multiple taxi provider in Europe and Asia
Led the User Acceptance Testing (UAT) phase and provided after-launch care to the technical team, using data to demonstrate the advantages.
Conducted comprehensive Post-Implementation Reviews
Develop high-impact processes in cross-functional teams, optimizing an efficient end-to-end customer support structure
Draft comprehensive supply process documentation, addressing edge cases, and strategically plan 24/7 support operations
Consult and provide subject matter expertise for new initiatives with outsourced vendors, driving improvements.
Conducted data analysis and provided insights that informed business decisions, resulting in increase in revenue
BulbManager/ BA
Oct. 2019 - Apr. 2022London, England, United KingdomWork with the UK GM and other Team Leaders to set clear objectives, prioritise efficiently and orient the service team to what matters the most
Collaborate with Product Management organisation to ensure Make It Better ideas from the service team are prioritised appropriately and acted upon
Support broader efforts to ensure Bulb’s long term business success as part of the wider management team
BulbEngery Specialist
Mar. 2019 - Oct. 2019London, England, United KingdomHelping members with their accounts (on the phone, email and chat), answering questions about Bulb, Contacting other energy suppliers and learning huge amounts about the energy industry and developing technologies (such as smart meters and electric vehicles). Use technology to build the tools that will help delight Bulb members. As an Energy Specialist your aim is to delight our members with brilliant customer service. We’re able to do this by communicating clearly, having a broad knowledge of the energy industry, strong problem solving skills and emotional intelligence. Bulb’s mission is to power 100M homes worldwide with affordable, renewable energy to significantly impact the reduction of CO2 emissions. Bulb has been the fastest growing renewable energy supplier and the fastest growing business in the UK over the last 2 years. In less than 5 years they have grown to 800 employees, supplying over 1.8m households with affordable, renewable energy and has annualised revenue of £1.8bn. Awards: Business of the Year, Startups Awards 2017, Disruptor Award for London and South, EY 2018, Disruptor of the Year, GBEA 2019 & LinkedIn Top Startups, 2018
Ark Workplace RiskGraduate Management Trainee
May. 2017 - Jul. 2017• Client Support, Consultant Support, and Sales Support, Production, Business Development Support and Operational Support. • Interacting with both Clients and Heads of Departments, working to fulfil workflow schedules and achieve departmental and financial targets. • To support the professional services and operation teams.
• Ensure all outputs are returned, produced, quality checked and distributed on time, in full and in the required format and to report, escalate issues where appropriate. • Create reports, rolling a list of work instructions in line with agreed SLA’s and distribute professional outputs via email, hard copies, pdf or upload to QUOODA (online Operational Workplace Risk and Compliance platform). • Produce ad hoc and regular performance reports, Update and maintain accurate data for our internal systems. • Deputies for and assist the Project Coordinator and other colleagues and Coordinate the quality assurance of the reports/outputs in line with quality plans
University of SurreyEvent Manager
Oct. 2015 - Jul. 2016Surrey, England, United KingdomEvent Management
University of SurreyBiomedical Repersentative
Oct. 2014 - Jun. 2015Guildford, United KingdomDealing with the following: Timetabling issues, class sizes
Curriculum issues
Progression from year to year
Principles of assessment (e.g. balance between coursework and exams; policies regarding dissertations or Year Abroad essays; assessment deadlines)
Year Abroad issues
Accessibility of staff
Admin support
Action plans following external examiners’ reports and teaching programme reviews
Anything where comparison between different courses might be beneficial as it might lead to sharing of good practice
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