Global Director of Customer Service, PayByPhone
As an accomplished Director of Customer Service, Experience, and Operations, I have a proven track record of success leading multi- and omni-channel initiatives. With extensive experience in setup, transformation, and project management, I thrive in fast-paced environments where innovation and customer satisfaction are the priorities. I’m passionate about people development and believe that strong interpersonal communication is key to building high-performing teams.
I also have a passion for technology—especially customer service tech—and have led the implementation of various customer experience and CRM tools.
Key achievements include:
*Spearheaded large-scale transformations across people, CRM, and CCASS systems
*Scaled customer service and experience for a global fashion unicorn
*Consistently delivered improved NPS, CSAT, and Trustpilot scores for multiple organisations
*Provided consultancy for major UK retailers on CX transformation
*Consolidated five ISP brands into a single scalable customer service solution
*Expertise in establishing in-house, near-shore, and offshore customer service excellence
