Cambridge, England, United Kingdom
I am passionate about the idea that learning even one new language has the potential to open up lines of communication with millions of new people and to give you an enhanced perspective on the world. I am also a firm believer that better cross-cultural understanding makes for better customer care in the world of business and technology. These ideas have come together in my personal and professional experience. As an undergraduate volunteer and as a qualified teacher, I worked in schools in Kenya, France, Spain and the UK before returning to college to study Information Technology and begin a new career in multilingual technical support. I worked at every level in customer support contact centres (from frontline agent to operations manager). For 12 years, I held engineering, tech marketing, operational and managerial roles at Intel Corporation and then joined the leadership team at Cambridge University Press & Assessment where I am now Director of Customer Services for English. In various roles, I have been a strong advocate and driver of improvements in customer support experience and support collaboration with sales and marketing teams across Europe, the Middle East, Africa and Russia and now lead a team with global reach. I love coming to work each day and working with such an excellent team.
Director of Customer Services
On the board of Cambridge Boxhill Language Assessment (CBLA) as a non-executive director. CBLA creates and delivers the Occupational English Test (OET) for healthcare professionals around the world.
Responsible for customer support, exam centre registration, quality inspection and enabling worldwide. These exam centres partner with us to create a global distribution network for Cambridge Assessment English. The Customer Services department includes level 1 and 2 customer support teams (offering a worldwide service 24x7), centre management, quality & compliance and the internal project management, delivery, BA, PMO, systems support & development and UAT teams.
Operations Manager for EMEA Technical Group (ETG). Including: Intel Customer Support - EMEA Geo Manager, Engineering Services, Demo Depot, ETG Operations.
Managing the suppliers of customer support and engineering services for the EMEA Platform & Technology Enabling Group.
Design-win, design-in and post launch support on Intel(R) Server Products for EMEA Channel, LOEM and MNC customers.
Manager of multi-lingual technical support teams for PC and Server hardware. Consumer, business user and reseller/integrator.