At A-Z MOTOR FACTORS, I handle more than 50 customer and supplier contacts daily across orders, product availability, deliveries, returns and service issues.
I troubleshoot issues using Jira, MAM Autopart, eBay and internal records, then coordinate suppliers, couriers and internal teams to progress cases through resolution. Clearer guidance and improved issue handling helped reduce repeat customer contacts by approximately 20% and improve resolution time by around 10%.
At NHS TEST & TRACE, I progressed from Case Handler to Team Lead in a fully remote case-management environment. I managed complex cases and escalations, monitored case quality and workload, and supported colleagues with errors and urgent cases.
Earlier, at NESTLÉ, I monitored production processes and responded to faults; at CJX, I maintained records, processed correspondence and supported business administration. I also use ChatGPT and other AI tools to improve documentation and streamline repetitive support tasks.
