Jay Tucker

Manage complex cases within an FCA-regulated environment, coordinating with internal teams and external partners to resolve operational issues. Investigate and reproduce system faults, documenting evidence through Jira. Consistently exceed quality KPIs, with over 70% of assessed interactions achieving the highest rating against a 50% target.

Managed fulfilment for the five largest EMEA B2B accounts, each generating €5m+ annually. Analysed operational and financial data, coordinated cross-functional teams and developed Excel tracking and validation tools, contributing to an estimated 90% reduction in errors and missed deadlines. Streamlined returns processes, reducing overheads by 15%.

Provided independent logistics services across multiple client assignments, managing delivery routes, schedules and customer requirements. Adapted plans to changing operational demands, resolved delivery issues and maintained reliable service while balancing competing priorities.

Managed approximately 80–100 customer interactions daily, resolving complex enquiries and scheduling issues across CRM and booking systems. Consistently exceeded operational KPIs, maintained accurate records and supported the rollout of an AI-assisted knowledge base by identifying and reporting bugs and unexpected behaviour.

Progressed through customer service, administration and operations roles. Coordinated scheduling, task allocation and daily workflows, managed CRM-based customer engagement and delivered end-to-end training for approximately 15–20 new starters, providing guidance and reporting progress to management.