As a seasoned leader with over a decade of experience, I’ve had the privilege of guiding a talented team in delivering cutting-edge solutions for one of the most dynamic and complex environments—a major bank's internal support services. Currently, I manage a team of over 20 exceptional professionals, all of whom are instrumental in operating our internal support chatbot that handles over a million chats per year.Our chatbot, powered by IBM Watson, is a crucial component of our service delivery, achieving an impressive +60% containment rate. It supports a diverse range of services, including technology, HR, property management, room bookings, and several other key areas. This robust system not only streamlines operations but also significantly enhances the overall colleague experience.In my role, I’m particularly proud of the successful implementation of a RAG (Retrieval Augmented Generative) service, leveraging ChatGPT 3.5 technology. This innovation has not only boosted our containment rates but also markedly increased colleague satisfaction—a testament to our continuous pursuit of excellence.In addition to my leadership role, I’ve completed a Level 5 Data Analyst course and a Level 5 Chartered Manager course, equipping me with the analytical and managerial skills necessary to drive impactful results.I’m passionate about leveraging technology to solve complex problems, improve efficiency, and create a positive, lasting impact on the teams and services I support. Always looking ahead, I’m committed to pushing the boundaries of what’s possible in the realm of internal support and service delivery.