At TELUS Digital, I review text, image, and video content against company policies, including sensitive content that requires legal and safety considerations. I also handle complex escalations with specialist teams and document moderation decisions.
At HSBC UK Operations, I led and developed team leaders and supervisors, managed service metrics including CSAT, FCR, and AHT, and coached employees. I also worked on escalations and improvements to resource planning and workflows.
At Vodafone UK, I progressed from Customer Service Representative to Team Manager, supporting customers with contracts, billing, and technical questions before managing a customer service team. I coached employees, monitored service quality, and supported recruitment and onboarding.
