As an Operations Analyst working in the Customer Experience team, I utilise data-driven insights and process improvement strategies to enhance customer satisfaction and streamline operational efficiency. Highlights:• Part of a small team that successfully established our customer support platform, I collaborated with the product team and engineers to ensure its smooth implementation, enabling the bank to begin handling calls and live chats.• Established our internal knowledge bank hub and processes, enabling Customer Operations specialists to access relevant materials while ensuring a positive customer experience.• Responsible for implementing our FAQs, macros, and chatbot. Analysed customer data to understand inquiries and created effective customer-facing materials.I'm currently working on a project to implement an AI system aimed at enhancing customer service efficiency.

I was the first Customer Operations specialist hired, tasked with various responsibilities including:• Providing customer support via live chats and email.• Training new staff members.• Handling tasks in Payments, Onboarding, Card Operations, Vulnerable Customers and Complaints.• Developing training materials.• Collaborating closely with the product team to report app issues and provide customer feedback.

Worked within the Customer Success team, where I:• Collaborated closely with account managers to address client inquiries.• Provided assistance to clients via email and phone.• Took the lead on resolving disputes.• Developed strong relationships with clients.

Joined Starling Bank during its early startup phase, where I:• Provided customer support via live chat, email, and phone.• Served as a floor walker, addressing agent queries.• Acted as the first point of contact for handling complaints.• Worked within the business onboarding team, assisting in opening business accounts as needed.• Was nominated for the "Most Helpful" award by colleagues.

Worked as a sales assistant on the shop floor, where my responsibilities included:• Assisting customers at the till point.• Handling delivery tasks.• Promoting and selling store credit scores.• Leading suit hire services.• Ensuring achievement of store KPI targets.