• Upon promotion, led our warehouse production support team to liaise with our warehouses on issues from returns to transportation.• Provided training and coaching to peers and new hires. Building training plans. Guiding both new and existing colleagues in processes, quality and techniques to maximise potential via training classes and floor support.• Working with cross functional teams on improving our processes for CX, onboarding and warehouse operations.• Taking over escalated queries and complaints and handling them with professionalism to come to a solution.• Working for our Loss Prevention and Chargeback team to limit losses from theft, fraud, and operational errors using platforms such as Sift and Braintree.

• Provided support and created a seamless client experience for our clients via chat, email and phone using sound judgement to make client right decisions, whilst also being part of the price matching, social and warehouse production support teams.• Provided cross functional support and liaising with stylists, warehouse, marketing and VIP teams on any client escalations. • Being responsible with intrinsic goals and exceeding KPI targets on a monthly basis to help our department reach performance and budget goals

• Being the first point of contact providing support to our online betting customers within the Ladbrokes Coral head office.• Handling complaints and queries via phone, email and live chat regarding bet settlements, payments, account registrations as well as placing bets for customers for a range of sports betting around the world, whilst having a profound knowledge of sports and betting• Focusing on KPIs such as quality assurance, call handling and utilisation.