At Admiral Group, I lead Travel Operations service delivery for a 14-member team, overseeing SLAs, capacity, shrinkage, omnichannel coverage, and high-volume peak cycles.
I've progressed through five internal career tiers, from Customer Support Specialist to Assistant Team Manager, across motor, digital servicing, commercial claims, and travel operations.
I handle complex escalations and customer disputes, use root cause analysis to remove recurring bottlenecks, and partner with brand leaders and training teams to streamline workflows and reporting.
I also build frontline capability through coaching, 1-on-1 development, succession planning, panel interviews, and career pathways for future leaders.
