- Leading a Global Response team with regional expertise in Asia to deliver a safe experience for all users across Meta's family of apps.-Leading the creation and delivery of weekly business reviews across the Org to monitor workflow health and business performance.- Drove adoption and adherence to globally aligned Objective & Key Result (OKR) goal setting within the team for 2023/2024.- Owning and driving execution for Operational Excellence objectives, responsible for… Show more - Leading a Global Response team with regional expertise in Asia to deliver a safe experience for all users across Meta's family of apps.-Leading the creation and delivery of weekly business reviews across the Org to monitor workflow health and business performance.- Drove adoption and adherence to globally aligned Objective & Key Result (OKR) goal setting within the team for 2023/2024.- Owning and driving execution for Operational Excellence objectives, responsible for strategic direction and execution. This work involved developing a prioritisation framework, reporting and efficiencies in our existing workflows.- Leading efforts across our Culture & Engagement pillar with responsibility for Communications, the Pulse survey action plan, recognition & wellbeing initiatives and team offsites. Show less

- Managed a group of Team Leaders responsible for c.70 Operations Analysts/Agents delivering the Safer Gambling Interaction programme, including affordability processes.-Oversaw signifcant expansion and growth of the team, scaling the team by ~300% over 12 months.-Responsible for the performance and delivery of a number of Key Performance Metrics within SLA each week/month including c10k+ customer reviews- Managed the implementation of new processes and system improvements within… Show more - Managed a group of Team Leaders responsible for c.70 Operations Analysts/Agents delivering the Safer Gambling Interaction programme, including affordability processes.-Oversaw signifcant expansion and growth of the team, scaling the team by ~300% over 12 months.-Responsible for the performance and delivery of a number of Key Performance Metrics within SLA each week/month including c10k+ customer reviews- Managed the implementation of new processes and system improvements within the operations team to ensure accurate and efficient rollout- Owned the relationship with key internal stakeholders involved in the Safer Gambling Programme.- Created a dedicated inbound Safer Gambling Operations Team to ensure consistent open and outcome focused safer gambling interactions- Promoted and encouraged continuous personal development within the team through feedback, regular 1:1s with direct reports, including robust and thoughtful goal setting. Show less

Key Achievements • Identifying gaps/risks and implementing processes and procedures to mitigate these risks e.g Deposit Spike Report, RGI process, Follow Up process, Real Time High Risk Alerts, AML and VIP escalation processes • I have worked continuously to input into the RG roadmap, most recently assisting with the prioritisation and rollout of key projects including automated cross brand self-exclusion, among others. • Experience completing successful corporate… Show more Key Achievements • Identifying gaps/risks and implementing processes and procedures to mitigate these risks e.g Deposit Spike Report, RGI process, Follow Up process, Real Time High Risk Alerts, AML and VIP escalation processes • I have worked continuously to input into the RG roadmap, most recently assisting with the prioritisation and rollout of key projects including automated cross brand self-exclusion, among others. • Experience completing successful corporate evaluations and presentations with regulatory bodies • Extensive experience managing escalated queries and being a senior point of contact/escalation. Currently the case management representative for RG operations on Regulatory, Legal and any other senior escalations. • Strong relationships with customer operations teams and have been the RG Operations representative to liase with these teams for approx. 2 years. • Throughout my time in RG ops, I have collaborated with, among others, the Fraud, AML, Customer Support and VIP teams to implement new processes for RG. This has led to a significant reduction in customer risk gaps • Over the past 12-18 months I have worked to develop my management skills. As part of my development plan I have been the de-facto team manager of a small but growing team. I have been the first point of contact for team members, assisting with their development aswell as addressing any weaknesses/failings. I have been a part of the hiring process for new staff, contributing significantly to the interview and decision making process. Show less

1. Identify ways to monitor and detect for potentially at risk customer's2. Work with data insights team to introduce reporting to identify at risk customer cohort3. Collaborate with various teams across the business to implement responsible gambling processes4. Provide training and support to different teams across the business, particularly customer facing teams including customer support and VIP account managers5. Assist with high level customer escalations… Show more 1. Identify ways to monitor and detect for potentially at risk customer's2. Work with data insights team to introduce reporting to identify at risk customer cohort3. Collaborate with various teams across the business to implement responsible gambling processes4. Provide training and support to different teams across the business, particularly customer facing teams including customer support and VIP account managers5. Assist with high level customer escalations, providing the business with customer summaries and insights for 'lessons learned'6. Align processes and polices for responsible gambling across the Paddy Power and Betfair brands7. Report on figures for scorecards, regulatory returns and ad hoc business requests 8. Assist with mentoring and training of new team members on Responsible Gaming team9. Present Responsible Gambling policies and research/findings to the regulators upon request10. Work with Fraud and Anti Money Laundering (AML) teams to identify overlap/ areas of improvement and documenting escalation processes Show less

The Responsible Gambling Team sits within the Customer Risk and Transactions team. After a successful secondment with the team as an Executive I began an exciting new challenge integrating retail Responsible Gambling responsibilities and analysis to the team.Key Responsibilities• Analyse the UK Retail data and make recommendations from a Responsible Gambling perspective • Through monitoring and analysis of player data and interaction logs, provide Responsible Gambling… Show more The Responsible Gambling Team sits within the Customer Risk and Transactions team. After a successful secondment with the team as an Executive I began an exciting new challenge integrating retail Responsible Gambling responsibilities and analysis to the team.Key Responsibilities• Analyse the UK Retail data and make recommendations from a Responsible Gambling perspective • Through monitoring and analysis of player data and interaction logs, provide Responsible Gambling subject matter expertise and determine potential problem gambling and make recommendations based on this.• Provide RG subject matter expertise through the support/suggestions of the appropriate steps to take with customers/branches that may hit certain 'at risk' triggers.• Identify possible improvement opportunities, within the existing Responsible Gambling processes.• Work with the UK Retail team to identify the best data items that can be extracted for Responsible Gambling purposes (current and future).• Provide BAU communication with UK Retail Operational Management,• Production of a new Responsible Gambling UK Retail Scorecard – for use with UK Retail Management • Support UK Retail trainers regarding the content of training. • Provide support to assist in managing the escalated complaints process, and where required to help with their resolution • Create and promote a customer escalations log, to ensure all learnings are recorded for future situations• Assist in providing information for regulatory requirements. Show less

This role supported the Responsible Gaming Manager & Analyst in delivering projects and day to day operational duties in line with the company Responsible Gambling strategy. Key projects included:• Building a weekly scorecard to showcase the teams value to the department• Implementing new processes and responsible gaming customer journeys (process mapping)• Liaising with Customer Operations in relation to training and customer escalations• Competitor analysis for… Show more This role supported the Responsible Gaming Manager & Analyst in delivering projects and day to day operational duties in line with the company Responsible Gambling strategy. Key projects included:• Building a weekly scorecard to showcase the teams value to the department• Implementing new processes and responsible gaming customer journeys (process mapping)• Liaising with Customer Operations in relation to training and customer escalations• Competitor analysis for age verification system• In conjunction with IT reporting, developing new reports to improve the functioning of the Responsible Gambling Team for Analysis and Reporting purposes Show less

My role on the Escalation Management Team involved liaising with different departments across the company, and particular within Online Operations to resolve a wide range of issues in relation to the general functioning of the website and customer account issues raised with us through Customer Support. The team works to provide an excellent second level of assistance to the Customer Support agents and ensure all issues raised are dealt with in an efficient manner with a strong customer… Show more My role on the Escalation Management Team involved liaising with different departments across the company, and particular within Online Operations to resolve a wide range of issues in relation to the general functioning of the website and customer account issues raised with us through Customer Support. The team works to provide an excellent second level of assistance to the Customer Support agents and ensure all issues raised are dealt with in an efficient manner with a strong customer focus.Key Responsibilities• Act as a 2nd level point of contact for Customer Support Specialists• Liaise with the various business channels in the resolution of customer queries• Identify and raise support requests in the event of customer technical issues• Monitor queues in the absence of a Team Leader and manage resources to best achieve SLA• Track and record customer issues in line with reporting requirements• Handle customer escalations and complaints over call, chat, email and social media• Follow all Paddy Power policies and procedures in relation to customer issue resolution Show less

My role as a Customer Support Specialist involved providing Paddy Power customers with the best possible customer experience by delivering a timely and professional service and ensuring customer queries were dealt with in a prompt, efficient and friendly manner.Key Responsibilities• Handle customer queries and complaints over call, chat, email and social media• Provide the public face of Paddy Power and act as an advocate of the brand• Ensure customers feel… Show more My role as a Customer Support Specialist involved providing Paddy Power customers with the best possible customer experience by delivering a timely and professional service and ensuring customer queries were dealt with in a prompt, efficient and friendly manner.Key Responsibilities• Handle customer queries and complaints over call, chat, email and social media• Provide the public face of Paddy Power and act as an advocate of the brand• Ensure customers feel listened to and supported regardless of their support query• Escalate as appropriate when required• Follow all Paddy Power policies and procedures in relation to customer issue resolution• Achieve Customer Support targets in relation to contact quality, handle times and customer feedback targets• Verify customer details to ensure account security and fraud prevention• Other ad hoc customer duties as required by management. Show less