Experience

Employment, volunteering, and governance roles.

Employment

March 2025 - Present Employment Current

Guiding members through personal loan and credit card applications over the phone, explaining decisions and next steps clearly so members can move forward with confidence.

  • Guiding members through lending applications end-to-end, explaining options and outcomes in plain English
  • Ensuring every application meets regulatory standards and data accuracy requirements
  • Helping members understand their choices so they can make confident financial decisions

Customer Operations (Business Support)

1Password (opens in a new tab)

August 2022 - October 2024 Employment

Resolved account access issues and security concerns for customers, translating complex authentication processes into clear, accessible guidance.

  • First point of contact for customers, troubleshooting sign-in issues, billing queries, and account management concerns
  • Translated complex security and authentication topics into clear guidance for non-technical users
  • Provided patient, reassuring support for users navigating security incidents and account lockouts

Client Operations Specialist

Snowfall

February 2022 - July 2022 Employment

Supported major airline clients with technical and operational issues, investigating product problems and feeding findings back to engineering and product teams.

  • Delivered front-line support for major airline clients via Zendesk, including on-call cover for priority incidents
  • Investigated product issues using browser tools and clear reproduction steps, helping teams prioritise fixes that improved the customer journey
  • Tested API integrations to ensure reliability for high-traffic client environments
  • Shaped internal processes for client onboarding and support documentation

Senior Payments and Troubleshoot Specialist

Monzo Bank (opens in a new tab)

May 2019 - February 2022 Employment

Handled complex payments casework, including Credit Payment Recovery and Direct Debit Guarantee claims, and processed subject access requests under UK GDPR. Identified recurring issues and fed them back to improve processes and reduce repeat contacts.

  • Supported customers via in-app chat and email, resolving account, payments, and access issues
  • Investigated hundreds of payment disputes monthly, including CPR and DD Guarantee claims
  • Diagnosed technical payment failures and identified bugs in the Monzo app, escalating with clear reproduction steps
  • Analysed queue and operational data to spot trends and inform process improvements
  • Managed KYC checks and account limit adjustments, ensuring regulatory compliance
  • Processed over 100 subject access requests in line with UK GDPR and the Data Protection Act 2018
  • Mentored and coached newer colleagues on payments processes and compliance requirements

Reservations Sales Representative and Admin Assistant

Enterprise Rent-A-Car (opens in a new tab)

February 2016 - June 2017 Employment

As part of the Home Working Team, provided phone-based customer sales and support, ensuring seamless reservations, claims processing, and cross-team coordination.

  • Handled inbound sales and booking calls from customers, businesses, and partners
  • Processed reservations received via fax and email with accurate data entry
  • Coordinated with internal teams to deliver efficient service
  • Supported colleagues with knowledge gaps and helped onboard new team members

Volunteering

Equality, Diversity and Inclusion Lead

Leeds Comets CIC

January 2025 - Present Volunteering Current

Building an inclusive, accessible netball community for LGBTQ+ players and allies. At Leeds Comets, netball is for everyone.

  • Ensuring the club is a welcoming space for all, regardless of gender identity, sexuality, background, or ability
  • Developing EDI policies and strategies that promote fair access and equal opportunities
  • Building relationships with local organisations, LGBTQ+ networks, and sports bodies to grow the club's reach
  • Supporting outreach initiatives to expand the club's impact

Volunteer Data Protection Officer

United Tech and Allied Workers (UTAW/CWU)

August 2023 - Present Volunteering Current

Providing data protection support for UTAW, the national branch of the Communication Workers Union. Working alongside the CWU's Data Protection Officer to ensure compliance with UK GDPR, the Data Protection Act 2018, and union governance requirements.

  • Helping implement and maintain data protection policies for the branch
  • Managing and responding to subject access requests in line with legal and ethical requirements
  • Assessing data protection risks and ensuring appropriate safeguards are in place
  • Educating branch representatives and members on data protection rights and best practices
  • Acting as the branch point of contact for data-related queries, liaising with the CWU's central DPO