- Leading onboarding for customer service staff at Cuckoo Broadband- Designed and implemented new knowledge database, improving accessibility, reducing both average handle time and first/one touch resolutions- Owned processes and policies across customer operations- Lead all partner onboarding

- Acted as a senior team member for both internal and external relationships, being the final point of contact for all escalation types (including weekly cadence meetings to ensure standards were maintained with partners)- As the 3rd most tenured hire, I worked alongside leadership to create and maintain customer service culture. - Implemented best practices for agent tasks creating and maintaining better workflows for more efficient tasks per hour

- Maintained call management across contact centre, completing up to 100 calls a day with varying issues and complexities- Maintained standards across business interactions for regulatory compliance within finance (Data privacy, Vulnerability, Duty of care)- Worked alongside site leadership on process and policy improvements across customer service (including pilot schemes)