Fat Llama is the online marketplace for lending and borrowing anything. I lead the Resolutions Team who mediate customer disputes, handle claims on the Guarantee, whilst better educating users to minimise future problems.- Reporting directly to the COO, I built the team, all processes and tools from scratch. We hit our KPI targets for the past 2 months for lender retention and % fraud – making it for the first time a profitable arm of the business. - Data analyst for Operations.… Show more Fat Llama is the online marketplace for lending and borrowing anything. I lead the Resolutions Team who mediate customer disputes, handle claims on the Guarantee, whilst better educating users to minimise future problems.- Reporting directly to the COO, I built the team, all processes and tools from scratch. We hit our KPI targets for the past 2 months for lender retention and % fraud – making it for the first time a profitable arm of the business. - Data analyst for Operations. I’ve built the data dashboard to track cross-team KPIs and efficiencies. - I was also the interim UK Ops Team Lead for 6 months during a period of high company growth. I hired, on-boarded, and managed 10 UK operations staff. Show less

I joined Fat Llama when we were just a team of 10, and within weeks the company moved to San Francisco for 3 months as part of Y-Combinator 2017. This was varied role wearing multiple hats, including:- Managing all the customer accounts and rentals; solving inbound customer service queries and problems. - Sales calls & on-boarding new business customers. - Maintaining the security of the site; taking each customer through the rigorous verification process. - Initial set-up… Show more I joined Fat Llama when we were just a team of 10, and within weeks the company moved to San Francisco for 3 months as part of Y-Combinator 2017. This was varied role wearing multiple hats, including:- Managing all the customer accounts and rentals; solving inbound customer service queries and problems. - Sales calls & on-boarding new business customers. - Maintaining the security of the site; taking each customer through the rigorous verification process. - Initial set-up and learnings of all operations tools and systems. - Designing and documenting all initial operations procedures. - Identifying operations inefficiencies and proposing data-backed solutions. Show less