Warwick, England, United Kingdom
Customer success and operations professional with 10+ years across regulated financial services, spanning Lloyds Banking Group, Coventry Building Society and Coinbase. I specialise in complex customer journeys where crypto, payments, compliance and financial crime intersect. At Coinbase, I support customers across trading, payments, Exchange, Wallet and Base, including compliance-related escalations. I also build applied AI tools to improve response consistency and team effectiveness. Previously, I managed 30,000+ complex mortgage cases within an FCA-regulated environment at Coventry Building Society. At Lloyds, I supported operations across four branches, deputised for managers, applied AML/KYC and fraud controls, escalated suspicious activity through SAR processes, and maintained a 100% compliance record for £100k+ ATM cash management over five years. Credentials include the FINRA Securities Industry Essentials (SIE) and CAIA.nxt Digital Assets Micro credential. Core areas: Crypto operations | Customer success | AML/KYC | Financial crime | Payments | Risk and controls | Client engagement | Process improvement | Applied AI
Support customers across Coinbase's Exchange, Wallet and Base products, resolving complex issues spanning trading, payments, account access and compliance-related journeys. • Investigate and resolve high-complexity customer cases with clear, accurate communication and strong risk awareness. • Guide customers through crypto products and blockchain concepts, building trust during critical customer moments. • Collaborate with global teams to identify recurring issues and improve processes, tooling and customer outcomes. • Build and test applied AI tooling to improve response consistency and team effectiveness. • Maintain current knowledge of digital assets, Web3, DeFi and evolving compliance expectations.
Managed 30,000+ complex mortgage servicing cases across residential and buy-to-let products in an FCA-regulated environment. • Resolved high-volume servicing queries accurately and within required controls. • Maintained call availability above 90% while delivering clear, compliant customer outcomes. • Applied product and platform expertise to improve case handling quality and reduce errors. • Mentored and onboarded new colleagues, supporting team capability, consistency and performance. • Balanced customer needs with regulatory, risk and operational requirements throughout the mortgage lifecycle.
- Promoted from Apprentice to Consultant; held informal branch-lead responsibility across Stratford, Leamington Spa, Coventry, and Banbury, deputising for managers on daily operations, cash controls, and team oversight - Applied AML, KYC, and fraud prevention procedures across all customer interactions; regularly identified and escalated suspicious activity through SAR filings, protecting the bank and customers from financial crime - Owned daily cash management including £100k+ ATM balancing, with a 100% compliance record across 5 years - Coached new joiners and supported branch audits; won multiple regional VIP performance awards and educated customers on scam and fraud prevention at the front line
• Supported procurement operations by completing essential administrative tasks, ensuring efficient workflow. • Enhanced communication skills through managing high-net-worth client interactions, both in-person and over the phone. • Contributed to a significant increase in team efficiency, positively impacting overall procurement performance.
• Managed stock replenishment during the peak holiday season, ensuring product availability. • Contributed to a significant reduction in customer wait times through efficient inventory management. • Achieved 100% customer satisfaction ratings by maintaining high service standards. • Developed strong problem-solving skills in high-pressure retail environments at Sainsbury's.