• Ability to design creative and innovative communications in a range of media with emphasis on presentations and poster campaigns• Managing internal and customer facing knowledge bases that provide up to the minute information that our staff and customers require • Providing business change expertise to staff and stakeholders in relation to developments within TfL’s contact centre to ensure they have the latest tools and information needed to carry out their role • Design and construction of contact centre knowledge bases that supports communication across TfL • Management and promotion of internal events and projects• Develop engaging content and undertake significant editing and copywriting tasks• Managing the creation, review, update and distribution of knowledge communications to prepare customer facing staff in relation to up and coming events around London• Creatively proactive in suggesting media and other communications opportunities i.e gamification platforms, podcasting, desktop tools, Yammer, Slack• Facilitating questions for Senior management to answer from operational staff, acting as a point of contact to channel questions and coordinate responses • Design and provide briefings to staff via a range of communication channels • Working with internal and external stakeholders to formulate appropriate communication and engagement• Production of printed publicity material such as leaflets and newsletters. This includes writing copy for and proofing publications and designing new templates

10-week Secondment• Two month secondment overseeing the filming of a Channel 5 documentary on the topic of fare evasion• Liaised with stakeholders to make sure that the correct approvals were in place in order to film on location and with staff members• Assisted the production manager and the director. Generally, in charge of overseeing the day-to-day management of the cast and crew including scheduling, equipment, script and location.• Managed stakeholder mapping, prepared communications to stakeholders and responded to stakeholder enquiries• Worked collaboratively with other members of the project team, the production team and the Press Office• Scheduled filming notices in line with TfL protocol• Provided input into the production side of the documentary including story arches and creative pursuits• Supervised the film crew and made sure that we were fully abreast of which parts of the filming plan had been shot, which parts needed to be shot and noted any deviations or gaps in continuity that needed to be amended

• Assisted in two product transitions to outsourcers; taking Oyster to NovaCroft and Cycle Hire to Journeycall. • First point of contact for our outsourced Service Providers NovaCroft and Journeycall for all process and policy related matters• Provide ongoing support to the Service Relationship Manager in relation to services provided by our outsourcers, including processes, policies, commercial activities and assurance• Identify areas of improvement required by outsourcers to meet the standard expected by TfL and our customers and offer solutions for that purpose• Ensure outsourcer contractual obligations are being met, highlight areas of concern and carry out invoice consolidation• Work with our outsourced partners to improve knowledge and understanding of TfL’s processes and policies to encourage better ways of working and improved customer experience• Review and update existing processes, training material and correspondence for Contact Centre Operations as necessary, with particular focus on our outsourced partners• Develop and maintain new processes within Customer Contact Operations as the business dictates• Created training packs and manuals for potential new staff

• Responsible for first line and follow-up customer contacts by telephone, email and letter. • Handling both internal and external customer concerns and resolving issues, if possible, at first contact.• Dealing with public comments effectively, giving only disclosable information• Collaborating with other Contact Centre departments supporting both internal and external knowledge• Created and implemented the Station Exchange Programme• Social Media trained and responsible for TfL Twitter handles

• Responsible for managing two sites simultaneously, Liverpool Street and Moorgate branches. • Training and mentoring new employees. This involves ensuring inductions are carried out in compliance with shop procedures and operations. Training includes ‘Fraud Prevention’, ‘Fire Safety’ and ‘Security’.• Supervising a team of five daily and delegating tasks to be completed efficiently and accurately in accordance with the Gambling Commission. • Responsible for meeting assigned sales performance and profitability criteria.• Developing, implementing and monitoring store plans to increase sales as well as managing profit and loss responsibility for each branch. • Required to handle challenging and demanding situations in the branch involving diverse and difficult customers. This includes a wide array of individuals with gambling addictions, financial instability, abusive behavior and the impoverished. Due to the precarious nature of the clientele that frequent the branches, a cool, calm and collected approach has to be deployed and tailor-made to each individual.• Assigned Elite Team Member role in the tele-betting (telephone betting) department due to excellent communication/advisory skills and product knowledge. This role consisted of assisting high value customers with bets, enquiries and grievances. • Responsible for holding and distributing multiple sets of branch keys in accordance with branch opening times and staff scheduling. This includes keys for the building, the shop, the safe and any safety deterrents (i.e. Shutters and mag locks).• Contracted by an external Events company (Involve) to devise a nationwide marketing campaign to run alongside the rebranding of the company. This entailed devising a musical accompaniment in order to deliver the new visions and values of Ladbrokes. The song was created and subsequently performed throughout England and Ireland. This was later turned into a visual production and broadcast to all 2,200 shops nationwide.