Customer Experience, QA and Training Leader
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Results-driven Customer Experience and Training Leader with proven expertise in QA leadership, soft skills and customer engagement training, learning and development, and escalation management. Recognised for driving measurable improvements in customer satisfaction, operational performance, and service quality. Skilled in customer feedback analysis, NPS and Trustpilot reputation management, and data-driven process optimisation, with a track record of strengthening team capability, engagement, and performance.
Adept at designing and delivering impactful training programs, providing coaching and mentoring, and enhancing operational consistency and service excellence.
Customer Experience, Soft Skills Trainer & QA Lead | M247, Manchester | Jul 2024 – Nov 2025
Escalations Specialist | M247, Manchester | Oct 2022 – Jul 2024
Quality Assurance Associate / Technical Support / SME | Tech Mahindra (TalkTalk Contract), Manchester | Sept 2020 – Oct 2022
Supervisor | TFG London & Hobbs London, Manchester | Nov 2018 – Sept 2020
Assistant Manager | Phase Eight, Manchester | Nov 2016 – Nov 2018
Various Roles (Sales, Customer Service, Supervisory) | Multiple Companies, Manchester | 2003 – 2016
2:1 BA (Hons) Philosophy, Manchester Metropolitan University
