Incredible is a B2C fintech optimising credit repayments to help consumers save money on interest. While there I:1️⃣ Led zero-to-one operations designing customer journeys, building go-to-market strategy, managing all business compliance and customer engagements2️⃣ Built core operational infrastructure to ensure scalable and efficient business growth in line with FCA and legal regulations3️⃣ Managed key partnerships and stakeholder relationships from KYC processes to FCA compliance and InnovateUK grant applications4️⃣ Supported fundraising initiatives through Techstars accelerator program pitching to 70 Techstars mentors in 7 days, also scoping investor profiles and building targeted pitch decks outside of Techstars5️⃣ Maintained business information security and safety measures, documentation and access

Role impacted by company-wide tech redundancies, but during my time there I:1️⃣ Designed the first employee enablement strategy focusing on cross-functional learning and growth2️⃣ Deployed the first Learning Management System and formalised the onboarding program3️⃣ Collaborated with team leads to minimise process overlap and reduce operational silos

1️⃣ Designed and scaled the first Customer Operations knowledge management function supporting 500+ staff2️⃣ Overhauled Notion-based knowledge management system reducing customer resolution times by increasing operational process efficiency3️⃣ Created data-driven feedback frameworks linking customer insights to continuous improvement in collaboration with a Quality Assurance partner4️⃣ Redesigned operational processes using Lean Six Sigma methodology5️⃣ Implemented a more robust management structure by collaborating with key, respected members of respective business verticals e.g. Complaints, Vulnerable Customers, Business Banking, to own and manage their knowledge in a way that’s cohesive to the wider business

1️⃣ Resolved complex customer queries across cards, fraud, and disputes while maintaining high satisfaction rates2️⃣ Specialized in supporting customers through new product launches and feature releases3️⃣ Mentored and supported new customer service representatives through their onboarding and beyond

1️⃣ Built relationships with customers through proactive engagement and creating more than transactional experiences2️⃣ Received an Employee Appreciation award for delivering customer experiences above and beyond expectations3️⃣ Drove team performance through cross-functional collaboration, achieving key store targets and sales objectives