Blake Palmer
@blakepalmer1
I improve customer operations by resolving workflow issues and optimizing AI self-service journeys.
South AfricaWhat I'm looking for
At AnyVan, I keep operations stable across UK and Spain sales and customer service divisions, resolving workflow bottlenecks during peak periods and staffing gaps.
I lead quality assurance and continuous optimization for Sophie, an AI customer service agent handling more than 80,000 voice calls and digital chats. I work daily with engineering teams to refine system prompts, test custom API integrations, and expand self-service support from pre-move setup through complaint resolution.
Previously, I was promoted to Quality Analyst on the British Airways campaign at Capita, where I analyzed recorded-call data and gave agents practical feedback to improve interaction quality.
My customer operations background also includes end-to-end retail support at Teleperformance and logistics, returns, inventory, and remote-work coordination at Amazon. I bring nearly eight years of high-volume customer service, reporting, quality, and operational support experience.
Experience
Work history, roles, and key accomplishments
Provides high-level administrative and operational support, ensuring business continuity and resolving complex challenges. Coordinates quality assurance across international divisions and optimizes an AI customer service agent.
Education
Degrees, certifications, and relevant coursework
Pelican Park High School
Matric, General
2012 - 2016
Completed matriculation at Pelican Park High School from 2012 to 2016.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
Skills
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