Being responsible for introducing new technology into the Communications channels I have recently been focussed on unstructured data. With so much valuable information hidden in unstructured data how can training Ai models help with improving work flows and customer experience?Partnering with Data scientist we've been able to look at Ai solutions to analyse, extract and structure our email data. We are then able to integrate into existing work flows so we have the possibility of improving customer experience based on content categorisation.• Responsible for researching new technologies and how they can be integrated into existing work flows.• Looking at unstructured data and finding patterns and using this to build business intelligence• Automating the categorisation of real-time data to manage requests and work flows• Working with Data scientist to build Ai models• Cleaning and preparing data for modelling• Working with internal team to integrate Ai models into existing work flows.• Working on improving existing work flows

In an ever-changing environment my voice strategies help drives the business forward, become more efficient and help deliver a great customer channel.I manage multiple platforms, partners and provide an escalation point for global support teams. I work closely with colleagues from team leaders to senior exec team and can be found delivering my strategic road map in any one of our global offices. Adapting to change all the time, I work within strict parameters including change management, cost efficiencies, compliance and customer focus.I specialise in voice and have strong skills in call centre design, voice architecture, analytics and compliance. Understanding the importance of analytics, I put real emphasis on data integrity and security. Working closely with our partners my focus has always been on delivering exceptional support to an important part of our business. I’m currently working with Microsoft and partners on potential back office and retail voice solutions. Working on my own and sometimes within a small, efficient team I deliver high quality voice services globally. In the last year I have delivered contact centres and voice projects in over 6 countries including US, Romania, South Africa, APAC. Focussing on employee impact, training, translating business requirements into a fully operational contact centre. • Business intelligence• Change management• Mobile device management• Contracts and negotiations• Project delivery• Card not present payments• IT strategy• Integration• Business Analysis/Process• Analytical• Skype for Business• Cisco CUCM• Unified comms• Contact centres• PPP/Ofcom• PCI/GDPR• Fuze• In country Regulation

Delivering quality Telephony projects to STA Travel

Responsible for designing and implementing a virtual contact centre covering 50 locations across the uk, 300 staff with multiple skill sets.Led STA Travel through PhonePayPLus(OFCOM) regulations and procedures relating to premium rate numbers.Project lead on many IT and Telephony projects - too many to mention...

Working with Career Academies and Oldham college I now mentor a year 1 student and sit on the local advisory board.