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• Leading an enthusiastic, mission-driven Customer Operations team of 100+ facilitating VIP support, when it's truly needed. • Responsible for putting 10,000+ happy customers into electric vehicles (with a 4.8 star TrustPilot)• Growing operations, processes, systems + tooling from a team of 2, to 100+ • Building an inclusive, high-stretch/high-support environment for people to grow in and enjoy the proces

Leading customer operations for Business Banking at Monzo• Engaging, reporting to and influencing senior stakeholders• Owning scaling of all customer operations• Engineering + optimising all customer operations processes• Setting + adhering to operational KPI's • Advocating for users, ensuring our product is built for, and with them • Working closely with data to understand user's pain-points and reduce inbound demand for Ops team • Analysing + prioritising cost-reduction initiatives (via automation, UX/UI improvements)• Owning operational cost + growth forecasts for Business Banking• Leading cross-disciplinary collaborations using data driven decisions

• Remotely managed a high-output overnight team • Oversaw award-winning customer support• Designed "culture development" kits + delivered training for new managers• Created templates to standardise feedback + track performance across operations

• Assisted with the structural design and analysis of concrete structures• Main project: Doha Metro Gold Line (£12.3bn) • Produced structural models + hand calculations.• Worked as part of a large, multi-disciplinary, international team