The story so far

Experience

RSPCA

May 2024 - present (FTC)

Remote

Undertake large consolidation project following audit to clean up low traffic pages and inaccessible PDF documents merging content into relevant sections
Develop ideas for web content to be published on the RSPCA website to support us in preventing animal welfare issues, educating, rehoming, campaigning, fundraising and recruiting staff and volunteers
Write strong, search engine optimised web copy to engage the public and support objectives
Work with in-house specialists (scientific, inspectors, fundraisers, press) to generate new web content and refresh old content. Work with the digital analysts to generate relevant, search engine optimised, copy that will attract new visitors and support the charity’s objectives
Review content using various data analytics, Google trends, subject experts, content calendars and events to review and plan content
Research new ways to increase engagement with visitors to the site
Updating web pages and content using the CMS and web management system to upload content and manage page layout

Marcus by Goldman Sachs UK

Aug 2021 - Mar 2024

Milton Keynes/London

Product owner for CMS (Adobe Experience Manager) - overall management of Marcus UK and Saga Savings websites including site strategy, end-to-end publishing, product development, accessibility adherence, SEO, device optimisation, and user testing
Collaborate with cross-functional team (developers, UX design, product, legal, compliance, marketing, analytics and delivery) to create intuitive web experiences
Lead product and content changes for recurring off-cycle business critical overnight releases (e.g. rate changes, tax year end)
SEO lead consulting teams on best practices to improve organic search leading to increase of up to 400% YoY in organic search results
Entire creation and upkeep of operational guidelines and user manuals for content management system
Redesigned the tagging structure of the agent knowledge management tool (Upland RightAnswers) to improve search function and efficiency
Support in-house designer and creative agency in creating graphic assets
Collaborate with the US engineering team to coordinate component enhancements to AEM suitable for the UK market
Responsible for the build of HTML email templates and utilising our CRM system to create campaigns and workflows as well as executing all operational deliveries

Marcus by Goldman Sachs US

Jun 2023 - Jan 2024

Milton Keynes/London

Product Manager maternity coverage for the Marcus US app (iOS & Android)
Collaborate with cross-regional teams to build and push out BAU releases including enhancements and bug fixes for a seamless app experience
Quickly learned new line of business to own the end-to-end decommission of Marcus Lending and MarcusPay
Serviced different lines of business and worked with engineers to refine requirements as well as QA to ensure all testing is completed
Compiled journey flow decks for L&C approvals

Marcus by Goldman Sachs UK

Jul 2019 - Aug 2021

Milton Keynes

Responsible for the day to day maintenance of customer accounts with processes including application review and processing, funds transfer, correspondence and complaint monitoring and response
Training and development of new team members through peer-to-peer coaching
Excellent time management and ability to work simultaneously within various functions including Escalations, Onboarding, Servicing, Bereavement, Complaints and Tech
Keeping up to date with ongoing procedure/system changes and reporting pain-points within systems and having the attention to detail to relay any errors on websites
Worked with wider stakeholders including FCC and Engineering to quickly remediate system bugs
Providing existing customers and prospective customers with product information, account opening and online support
Meeting set targets for call quality and productivity including ad hoc back office tasks
Employee of the months twice within a 6 month period for consistent QA scores on calls and cases and contribution to team development
Promoted in Jan 2021

Everlight Radiology

Apr 2018 - Nov 2019

Leicester

Record accurate patient register and ensure they have a protocol for radiologist to perform scan
Planning and communicating scan appointments to doctors at local hospitals
Liaise with hospitals to ensure all relevant documents are provided to us and to produce high qualitative reports
Alert doctors to any significant findings so relevant action can be taken
Remote working covering overflow lines on call

Onggi Ltd

Feb 2018 - May 2019

Leicester

Provide excellent customer service seating customers, taking orders and serving as well as making drinks and side orders
Communicate effectively with kitchen staff (in Korean and English) and customers regarding orders, allergies and any other requests
Processed bills and payments through cash and bank transfer using electronic tills

Myriad Security Ltd

Aug 2016 - Sep 2017

London

Utilised radio communication to guide and manage crowds in an orderly manner at major events (e.g. London Film and Comic Con and the Ideal Home Show)
Interaction with the general public in a professional and approachable manner

Kumon Ltd

Feb 2014 - May 2016

London

Tutored children aged 3-16 in English and Maths up to A-Level standards
Assisted with parents’ enquiries and provided feedback for their children's’ progress
Undertook additional administrative tasks such as recording homework