Accomplished leader in customer experience with a strong focus on quality assurance and team management. Demonstrated success in staff development and stakeholder collaboration, driving operational strategy through data-driven enhancements. Expertise in training program development, vendor management, and change management, aimed at optimizing customer journeys and business outcomes.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
Work history
Customer Insight, QA & Business Improvement Manager
Virgin Media O2 Business
Manchester, UK
2022.08 - 2025.08
Led teams of 80+ staff across onshore and offshore including QA, Install & Field operations, reporting to Director of SOHO.
Using data from QA, NPS, and CSAT data to create projects to improve customer experience, streamline processes and ensure regulatory compliance across the business.
Developed and implemented enterprise-wide customer experience and QA transformation projects across sales, care, and faults directly resulting in a YoY improved NPS performance of 40pts .
Chaired weekly commercial trading sessions with director-level stakeholders, reviewing commercial performance, reviewing operational strategy across all key business divisions.
Project led the re-launch of Order Management induction and in-life training courses leading to an improvement in staff engagement and improved speed to competency, leading to induction being shortened by 5 days and reducing attrition in early life recruits.
Designed and implemented a performance management framework for Order Managers, integrating QA scoring, behavioral insights, and coaching plans to improve admin accuracy, process compliance, and customer experience; delivering a 49% reduction in order-related errors whilst creating a culture of ownership within the teams.
Working collaboratively with 3rd party partners in the field to ensure smooth installation and construction journeys.
Logistics & Customer Service Manager
WLC Online Auctions
Southport, UK
2019.01 - 2022.07
Oversaw logistics and customer care departments, enhancing delivery fleet operations and staff management.
Implemented best practice models to ensure consistent digital customer experience.
Managed global customer service communications and complaint resolution processes efficiently.
Provided comprehensive training across sales and service teams while managing rotas and warehouse operations.
Redesigned digital customer journey, boosting TrustPilot score from 2.8 to 4.8 within 12 months.
Global Quality Manager (Maternity Cover)
TripAdvisor
Oxford, UK
2018.01 - 2019.01
Directed CX and QA performance across vendor sites in USA, Europe, and Asia.
Led a team of 15 QA agents, overseeing more than 95 staff indirectly.
Collaborated with VP and Executive team to identify critical CX and revenue strategies.
Produced high-level reports and presentations for global stakeholders and senior leadership.
Designed QA matrices and process documentation for various communication channels.
Revamped outbound sales processes, significantly increasing conversion rates and revenue.
Senior Call Centre & Client Services Manager
The SMART Group
Melbourne, Australia & Durban, South Africa
2012.01 - 2018.01
Directed strategic campaigns and sales teams across Energy and Food Services sectors in two countries.
Developed and implemented 'Pathways' training program to nurture leadership talent.
Expanded business operations from 40 to over 250 staff in Melbourne; launched and established Durban center successfully.
Managed critical client relationships while ensuring regulatory compliance at all service touch points.
Recruited and trained new staff, whilst also being responsible for creating or improving training materials provided by clients.
Achieved recognition as youngest Campaign Manager in company history, promoted from agent to senior leadership within 14 months.
Education
Higher National Diploma - Leadership & Business Management
Melbourne University
Melbourne
2015.09 - 2016.09
Diploma of Higher Education - Biology, Chemistry, Physics, Psychology
Southport College
Southport, Sefton
2007.09 - 2008.06
Skills
Leadership in customer experience
Effective communication
Quality assurance design
Team management
Staff development
Stakeholder collaboration
Training program development
Vendor management
Data-driven process enhancement
Change management strategies
Operational strategy planning
Customer journey redesign
Languages
English
Proficient (C2)
Accomplishments
Winner of Virgin Media O2 Business "Shout" award in 2024 for innovation and work ethic.
Reduction of critical QA failure rate from 56% to 4% at VMO2 over the past three years.
40pt increase in NPS performance after continuous improvement campaign.
Youngest person promoted to Campaign Manager at the SMART group.
Creation of "Pathways" - a training and development program resulting in several key business leaders.
References
References available upon request.
Timeline
Customer Insight, QA & Business Improvement Manager
Virgin Media O2 Business
2022.08 - 2025.08
Logistics & Customer Service Manager
WLC Online Auctions
2019.01 - 2022.07
Global Quality Manager (Maternity Cover)
TripAdvisor
2018.01 - 2019.01
Higher National Diploma - Leadership & Business Management
Melbourne University
2015.09 - 2016.09
Senior Call Centre & Client Services Manager
The SMART Group
2012.01 - 2018.01
Diploma of Higher Education - Biology, Chemistry, Physics, Psychology
<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform