At Klarna, I investigate and resolve complex complaints for the UK market, balancing fair customer outcomes with internal processes and regulatory requirements. I also provide global support for Premium customers and use complaint insights to identify recurring pain points.
At Suncorp Group, I led teams across banking operations and customer service. In Domestic & Global Payments, I oversaw time-sensitive transactions, high-value payment approvals, reconciliations, and escalated customer cases.
As Team Leader – Specialised Team, I established a team handling AML and CTF compliance. I led a remediation project to verify beneficial ownership across 13,000+ entities and developed frameworks for Third-Party to Operate and Power of Attorney authorities.
I also built a Contact Centre Help Desk and designed an onboarding academy for new hires. I hold a Bachelor of Business (Management/HR) from Griffith University and completed Swedish for Immigrants in March 2026.
