At BUUK Infrastructure, I drive operational improvement from identifying opportunities through testing and implementation, working with Quality and Systems teams to turn recurring problems into practical improvements. I design troubleshooting and self-service systems, using testing and operational feedback to find and close gaps.
I map customer journeys and run workshops with agents and specialist teams to identify where service breaks down. I also work with AI tools that analyse calls and surface trends, and support compliance with Ofcom regulations and the Priority Services Register.
Earlier, at John Lewis, I created and implemented systems to track office workflow and planned weekly and monthly schedules. Across my customer support and operations career, I’ve coached and onboarded 100+ new starters.
