Work experience
OVO Energy | Feb 2023 - Mar 2024
OVO Energy is one of the largest independent energy suppliers in the UK that provides renewable electricity and gas to residential customers.
Role: Senior Product Manager
I was responsible for driving technology-led change and defining the future of agent desktop applications for OVO Customer Care operations. During my 12-month fixed-term contract, I led two of the top five initiatives in the company’s Operational Transformation Programs in 2023, Agent Assist and Automated Quality Management. These initiatives were aimed to achieve operational excellence by solving critical operational problems, empowering agents to deliver exceptional customer service and reduce operational costs. I have also directed the Agent Desktop Tooling team in the continuous improvement and maintenance of the Salesforce Service Cloud CRM platform, supporting frontline agents to provide outstanding service to customers, ensure compliance with regulatory standards, and achieve operational success. Through this leadership, I ensured that the platform remained robust, reliable, and aligned with business needs, contributing to the overall efficiency and effectiveness of the Customer Care operations.Shieldpay Ltd | London | Jan 2022 - Jan 2023
Shieldpay plays a pivotal role in the processing of Class Action Lawsuits by providing secure, transparent, and efficient payment solutions. Their primary function is to manage the distribution of settlement funds to eligible claimants, ensuring that payments are made accurately and timely. By offering these services, Shieldpay significantly simplifies the complex process of distributing settlement funds in class action lawsuits.
Role: Product Manager
The core platform collects and verifies payee personal and banking details, and processes payouts to eligible payees. I led the creation of the user journey map and worked closely with the design and engineering team to design UI/UX and develop the onboarding journey to collect details of individual and sole trader claimants of the CAL. I coordinated and managed dependencies of the integration payee onboarding journey with four 3rd party verification and banking solutions, creating an end-to-end journey.Wilson James Ltd | London | Jan 2021 - Jan 2022
Wilson James is a leading provider of security, logistics, and aviation services in the United Kingdom that offer a wide range of professional services tailored to meet the needs of various industries.
Role: IT Product Manager
I served as the key point of contact and led the customer support and engineering teams to optimise operational efficiency and productivity across two consolidation centres and twelve customer sites through the B2B SaaS Delivery Management System. I led the customer support team with a strong customer-centric approach, cultivating empathy and understanding for our customers’ needs. As the main point of contact for critical issues and feature queries, I ensured timely and effective resolution, consistently enhancing customer satisfaction and trust in our product.Kurt Geiger | London, UK | Nov 2019 - Oct 2020
Kurt Geiger is a leading British footwear and accessories retailer, renowned for its stylish and innovative designs, employing over 1,700 staff operating over 70 stores and more than 170 concessions department stores across the UK and internationally, and also has a strong online presence.
Shoeaholics is a popular online outlet under the Kurt Geiger umbrella, offering a wide range of discounted designer shoes and accessories from Kurt Geiger’s own brands as well as other high-end labels.
Role: Product Owner
As a Product Owner at Kurt Geiger, I played a crucial role in enhancing the user experience and driving revenue growth for the Kurt Geiger and Shoeaholics eCommerce platforms. My responsibilities include leading two cross-functional teams to optimise the digital shopping experience, increase revenue and the success of the eCommerce platforms.Liverpool Victoria | London & Bournemouth | Mar 2018 - Sep 2019
Liverpool Victoria, commonly known as LV=, is one of the UK’s leading insurance companies, offers a diverse range of insurance products including car, home, pet, travel, and landlord insurance.
Role: Digital Product Owner
I played a pivotal role in the company’s digital transformation initiative. B2C Cloud Claims Upload product played a crucial role in enhancing operational efficiency and improving customer satisfaction by simplifying and accelerating the claims process. Upon completing the Claims Upload product, I took on the responsibility of leading two engineering teams dedicated to managing LV=’s website and enhancing self-service capabilities within the Quote & Buy customer journeys and the MyAccount section.Gamesys Ltd | London | Feb 2014 - Feb 2018
Gamesys is a leading international online gaming company, renowned for creating entertaining and engaging gaming experiences. Founded in 2001, Gamesys has grown to become a prominent player in the online gaming industry, offering a diverse portfolio of products that cater to millions of players around the world.