I’m a Customer Experience and Complaints Specialist operating and delivering at C-Suite level, multi-skilled across a wide range of business sectors within both B2C and B2B, all from inside the Customer Operations / Contact Centre space.My values are centered around Customer Journey Optimisation and Customer Experience through consumer channels, such as Telephony, Online Chat and Email Communications. Always striving to make customer journey’s and employee efficiency simple, I enjoy utilising data to enhance processes and policies through automation, increasing the customer offering and sales opportunities, whilst working with creating business improvement efficiencies, driving staff engagement and productivity, whilst boosting CSAT, OKR's and overall operational performance. Through growing the customer base, I build an understanding of what customers want and build efficiencies around this to further enhance customer prospects and retention by challenging the status-quo and highlighting add-value (I'm a self taught marketing junkie).A believer that all negative experiences can be turned into positive ones, I like to use my experience to understand customer issues and create solutions to problems through KYC and TCF principles. Being both customer and employee driven, I’m committed to creating a best place to work ethos, by leading on projects and engagements with stakeholders at all levels, delivering results within tight timescales and ensuring the right outcome is always achieved.