Maintained the switch traffic for the UK’s 999 service, to maintain delays and ensure 24/7 coverage.Liaised with 999 authorities across the UK regarding maintaining delays, dealing with routing faults and coming up with contingencies to minimise any impact to the 999 system.

I guided and supported a team of 20+ people to achieve their potential and gave consistent and fair feedback to improve and maintain their work standard.I led the training and monitored the progress of new employees to get them ready to take live calls independently.

Answered 999 calls nationally for the UK and handled Next-Generation Text (NGT) calls to allow deaf/speech-impaired people to communicate freely using a telephone.I was promoted to supervisor within a year, which led to me supporting over 100 colleagues daily to perform their roles successfully.