Skills
Technical Troubleshooting
Process Automation
Project Leadership
Python / Django / Next.js
Technical Writing
Team Development
Experience
Together AI
Customer Support Engineer
San Francisco
- •Created and maintained the first public facing AI Support Agent, which now handles 20% of all customer queries end to end and streamlines investigations for more complex tickets
- •Implemented a live chat function for the customer account dashboard, allowing customers to interact with support agents in real time
- •Developed a 'CX API' service that securely surfaces customer data from backend databases in the Support Platform user interface through a custom application
- •Made direct contributions to company-wide internal tooling, including the end to end development of audit notes to securely document adjustments made to customer accounts
- •Built Grafana dashboards to optimize investigations into customer reported problems and reliably track important metrics such as daily/weekly/monthly active users and models
- •Took ownership of ongoing support platform provider comparisons and negotiations during onboarding. Appointed as head of the project within a month of starting
- •Delivered a full Support platform migration within 4 weeks with no adverse customer impact during the transition
- •Built processes and guides in collaboration with Frontend engineering and data teams to ensure Together makes full use of any new platform features when released or updated
Prolific
Technical Operations Analyst
London
- •Worked collaboratively across the business to achieve SOC2 Type 2 certification and prepare for ISO 27001 audits
- •Performed troubleshooting for hardware and software issues on company devices (macOS/Windows/Linux/iOS/Android)
- •Handled equipment ordering and account set up for new employees. Streamlined onboarding processes, reducing time requirements by 30%
- •Wrote documentation and ran training sessions covering internal tooling features and best practice
- •Responsible for enforcing controls and administering 'principle of least privilege' based access for internal and third party services used by the business
- •Set up company devices and secure networking in newly leased office space in London
- •Led negotiations with multiple vendors to ensure the company had SOC2/ISO27001 compliant security controls across the full tool stack
- •Ran AV for public and private company events. Ensuring good and reliable live sound and video quality, as well as high quality recordings for remote employees or attendees
CodeSandbox
Head of Support
Amsterdam
- •Established customer experience approach and processes that support over 3 million users
- •Integrated direct user feedback and wider support trends data with company change management processes. Resulting in over 30 requested features and user interface improvements being introduced within 4 weeks
- •Decreased contact volumes by 75% through improvements to public Documentation and FAQ articles
- •Collaborated with product and engineering teams to identify and resolve complex technical issues on Windows, MacOS, Linux, Android and iOS
- •Migrated Website framework, community, CSM and billing platforms delivering up to 50% YoY cost savings, improved support process efficiency and customer satisfaction metrics
- •Devised Internal tooling with Backend developers to streamline account management for users and support agents. Reduced average handling time by over 40% within the first month when introduced
Mode Global
Customer Operations Manager
London
- •Managed the development of the Customer Operations domain during initial product launch with a focus on compliance and scalable workforce practices
Monzo Bank
Customer Operations Manager
London
- •Led six high performing teams to exceed expectations and deliver award winning service that has been widely recognised within the industry
- •Achieved through an ambitious target focused strategy informed by a personal approach that ties career and individual goals together to motivate reports
Senior Customer Operations Manager (Interim)
August 2019 - November 2019
- •Onboarded, coached, mentored and developed high performing Customer Operations managers and teams across a range of domains including Payments, Fincrime, Technical Specialists and Complaints
Education & Certifications
Web Development Essentials
CodeClan • 2023
AML & Financial Crime
High Speed Training • 2021
Workforce Planning
CIPD • 2020
Retail Banking Conduct of Business
LIBF • 2019
BA (Honours) Drama and Film
Anglia Ruskin University • 2011 - 2014