Experience

A timeline of my professional journey, including employment, volunteering, and governance roles.

Employment

Personal Banking Manager

Nationwide Building Society

March 2025 - Present Employment Current

Supporting customers in achieving their financial goals by helping them apply for personal loans and credit cards over the phone. Delivering a positive, efficient experience that reflects Nationwide's commitment to putting members first.

  • Customer Guidance: Assisting members through the full application process with clear, friendly support
  • Financial Solutions: Matching customers with lending products that best fit their needs
  • Compliance and Accuracy: Maintaining high standards of data integrity and regulatory requirements
  • Member-Centric Service: Helping members make confident financial decisions

Customer Operations (Business Support)

1Password

August 2022 - October 2024 Employment

Provided empathetic and solutions-focused support to customers, ensuring a smooth and secure experience with their accounts. Combined technical knowledge with a human touch to help customers resolve problems efficiently while reinforcing their trust in 1Password's security-first approach.

  • Customer Support and Issue Resolution: First point of contact for customers, troubleshooting sign-in issues, billing queries, and account management concerns
  • Simplifying Technical Concepts: Translating complex security and authentication issues into clear, accessible guidance
  • Empathy-Driven Assistance: Offering patient and reassuring support for users navigating security challenges

Client Operations Specialist

Snowfall

February 2022 - July 2022 Employment

Provided technical and customer support to major clients, including leading airlines, while collaborating with cross-functional teams to improve user experience and operational efficiency.

  • Customer and Technical Support: Delivered customer service via Zendesk, including on-call support for major clients
  • UX and QA Testing: Conducted UX testing on apps and websites, using browser-based tools to investigate HTML and CSS issues
  • API and Reliability Testing: Performed QA testing on APIs to ensure stability and high performance
  • Process Development and Documentation: Helped shape internal processes for onboarding new clients
  • Cross-Functional Collaboration: Worked closely with designers, engineers, product managers, and QA teams

Senior Payments and Troubleshoot Specialist

Monzo Bank

May 2019 - February 2022 Employment

Provided customer-focused support, payments expertise, and data-driven insights to improve customer experience and operational efficiency in a fast-paced fintech environment.

  • Customer Support and Advocacy: Assisted customers via in-app chat and email, advocating for customer-centric solutions
  • Payments and Regulatory Compliance: Investigated Credit Payment Recovery and Direct Debit Guarantee Indemnity Claims
  • Incident and Technical Troubleshooting: Diagnosed and resolved technical payment issues, identified bugs within the Monzo app
  • Process Improvement and Data Analysis: Analysed customer queues and operational data to inform decision-making
  • Cross-Functional Collaboration: Represented Customer Operations in company-wide meetings
  • KYC and Account Management: Adjusted customer account limits ensuring strict compliance
  • Subject Access Requests Handling: Processed SARs in line with UK GDPR and the Data Protection Act 2018
  • Mentorship and Leadership Support: Mentored and coached less experienced colleagues

Reservations Sales Representative and Admin Assistant

Enterprise Rent-A-Car

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.

  • Customer and B2B Sales Support: Handled inbound sales and booking calls from customers, businesses, and partners
  • Booking and Administration: Processed reservations received via fax and email with accurate data entry
  • Cross-Team Coordination: Worked closely with internal teams to provide efficient service
  • Training and Knowledge Sharing: Supported colleagues with knowledge gaps and onboarded new team members

Volunteering

Equality, Diversity and Inclusion Lead

Leeds Comets CIC

January 2025 - Present Volunteering Current

Committed to fostering an inclusive, welcoming, and accessible netball community for LGBTQ+ players and allies. At Leeds Comets, we believe netball should be for everyone.

  • Championing Inclusivity: Ensuring the club is a safe and welcoming space for all, regardless of gender identity, sexuality, background, or ability
  • Policy and Advocacy: Developing EDI strategies and policies that promote fair access and equal opportunities
  • Community Engagement: Building relationships with local organisations, LGBTQ+ networks, and sports bodies
  • Funding and Growth: Supporting funding applications and outreach initiatives to expand impact

Volunteer Data Protection Officer

United Tech and Allied Workers (UTAW/CWU)

August 2023 - Present Volunteering Current

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

  • Supporting Data Governance and Compliance: Assisting in implementing and maintaining data protection policies
  • Handling Subject Access Requests: Managing and responding to SARs in line with legal and ethical principles
  • Risk and Privacy Considerations: Supporting the assessment of data protection risks and ensuring appropriate safeguards
  • Raising Awareness and Best Practices: Helping to educate branch representatives and members on data protection
  • Liaising with the CWU DPO: Acting as a point of contact for data-related queries within the branch