Human Intelligence Manager at Crisp Thinking/Resolver (2020-04 – 2026-07)
Directly managed a core intelligence team of between 8 and 12 analysts at any given time while coordinating global resourcing and general management for a wider department of 40 staff across the UK, USA, Mexico, and the Philippines, protecting major global brands from live reputational risks and crisis as well as protecting children from online harm.
- Global Risk & Threat Intelligence: Oversaw the real-time identification and escalation of live brand-reputation risks, delivering high-level strategic summaries and predictive threat analysis to key senior stakeholders.
- High-Severity Crisis Response: Coordinated the operational response to critical, high-risk live events—including CSAM, live streams which could include mass-casualty, and public unrest—ensuring rapid mitigation and strict regulatory compliance.
- Global Workforce Management & Automation: Engineered custom Apps Script dashboards to track real-time performance metrics, leveraging this data to optimise complex shift resourcing for the wider 40-person department across four international time zones as well as performance manage and develop the analysts within their current and targeted roles.
- Trauma-Informed Safeguarding: Administered comprehensive welfare and wellbeing protocols, providing vital pastoral care and psychological safety for direct reports and wider team members exposed to highly traumatic content.
- Quality Assurance & Talent Development: Drove continuous operational improvement for the core team by designing bespoke training sessions, overseeing rigorous QA processes, and executing targeted development plans that successfully upskilled and promoted analysts.
Risk & Responsibility Executive at Sky Betting & Gaming (Flutter) (2017-11 – 2020-04)
- Leadership & Operations: Progressed rapidly to a senior capacity, absorbing lead operational duties, managing shifts during management shortages, and delegating tasks to maintain efficiency in a fast-paced environment.
- Process & System Improvement: Produced training materials and helped improve core departmental systems, including the rollout of a new logging database and updated safer gambling tools.
- High-Stakes Decision Making: Executed critical, time-sensitive decisions regarding severe customer risks, successfully balancing strict regulatory compliance with customer welfare and colleague expectations.
- Specialised Training & Welfare: Authored comprehensive safer gambling training materials for the department and provided trauma-based support to staff managing sensitive, high-risk customer interactions.
- Industry Advocacy: Represented the company as the sole delegate at a 5-day safer gambling convention, working with industry experts to discuss risk mitigation strategies.
Claims Crime Prevention & Causation Consultant at Liverpool Victoria (Allianz) (2012-02 – 2017-11)
- Financial Impact & Fraud Prevention: Saved the business an estimated £1 million by successfully disputing fraudulent claims and securing favourable court outcomes.
- Complex Caseload Management: Managed a daily caseload of 50–100 investigations covering opportunistic fraud, organised crime, and 'crash for cash' personal injury schemes.
- Evidence Analysis & Legal Rebuttal: Reviewed forensic, medical, and engineering reports to identify breaks in causation, regularly disputing cases with personal injury solicitors.
- Regulatory Compliance & Litigation: Handled all cases in line with strict Ministry of Justice (MOJ) deadlines and small-claims court schedules.
Yard/Installation at Centurion Temporary Fencing (2016-01 – 2016-04)
On-site maintenance at Salvation Army aged care centre (2015-10 – 2016-01)
