At Principality Building Society, I lead the day-to-day Complaints function and manage 10 Complaint Resolution Specialists. I use complaint, CSAT and FOS decision data to identify root causes and improve customer outcomes.
I also lead continuous improvement initiatives and enhance complaints policies, procedures and guidance, helping make the complaints journey more efficient and aligned with regulatory expectations.
At Mazuma Money, I managed day-to-day operations during rapid growth, improving productivity by 15% and reducing costs equivalent to 2 FTE. I also helped reduce customer complaints by more than 50% and implemented Zoom Phone, Zendesk and TaxCalc.
At Veezu, I directed operations for 100 FTE across Customer Service, Complaints and Administration. I reduced complaint volumes from 1.3% to 0.4%, cut Days to Action from 10 to 3, and lowered Cost Per Call from 55p to 35p.
