At Entain, I manage complex customer complaints and escalations across UK-facing brands, including disputes involving IBAS. I apply LCCP requirements and internal policies to reach fair, proportionate resolutions, and provide evidence-based recommendations.
Previously, at Evoke PLC and Entain Group, I reviewed customer risk decisions, assessed controls, and analysed behavioural and transactional data for indicators of harm and financial risk. My experience also includes product and customer insight roles in financial services, supported by reporting tools including Excel, Power BI, and Tableau.
