Ingleby Barwick, England, United Kingdom
I lead Customer Experience at Visualsoft, owning customer strategy and operational delivery across a fast-paced eCommerce environment. My focus is on building high-performing teams and scalable service operations that turn customer insight into measurable outcomes. During my tenure, I’ve helped transform service delivery into a benchmark function, achieving industry-leading first-time fix rates of 80%+ and consistently exceeding service-level commitments. With strong experience in incident and problem management, I work across the business to ensure operational resilience and effective crisis management. This approach has supported the introduction of experience-level agreements that better reflect what customers value and enable long-term, sustainable growth.
I assist in the day to day running of BSF Secondary school ICT infrastructure as part of a larger team in Middlesbrough.