London Area, United Kingdom
Stepping into the world of property insurance at Gallagher has been the most energising chapter of my career. I thrive in claims handling—where technical accuracy, empathy, and operational discipline come together to restore normality for clients when they need it most. Every claim is a story, and I take pride in guiding it with clarity, fairness, and a genuine commitment to doing things right. My background in customer operations and software support has shaped the way I work today: methodical, solution‑driven, and always focused on improving processes. From managing escalations to refining workflows, I’ve built a career on turning complexity into structure and uncertainty into action. Those foundations now empower me to navigate policy interpretation, supplier coordination, and settlement negotiation with confidence and precision. What motivates me is simple: helping people. Whether it’s supporting a homeowner through a stressful loss or collaborating with colleagues to streamline our internal processes, I bring the same energy—professionalism, curiosity, and a drive for continuous improvement. I’m proud to be part of Gallagher, and I genuinely enjoy every minute of this journey. Insurance is more than a job for me; it’s a craft I’m committed to mastering.
As a Claims handler within Gallagher’s dynamic brokerage team, I manage the end-to-end claims process across London Market and Binding Authority portfolios. My role focuses on delivering timely, accurate, and client-centric claims handling while supporting operational excellence. Key Responsibilities: Manage claims from first notification through to resolution, ensuring compliance with regulatory and internal standards Liaise with insurers, clients, and solicitors to expedite claims and maintain transparent communication Maintain and reconcile Bordereaux and Loss Fund files, ensuring data integrity and timely reporting Provide technical advice and updates to clients throughout the claims lifecycle Collaborate with internal teams to resolve complex claims and support retention and growth initiatives Monitor market developments and regulatory changes to enhance claims handling practices Produce accurate claims statistics and maintain up-to-date records in Gallagher’s systems Uphold Gallagher’s values by putting clients at the heart of every decision
At Powerverse, I support customer operations at a strategic and tactical level, driving service excellence, technical transitions, and proactive engagement across a growing user base. I focus on optimizing processes, improving systems, and translating customer feedback into meaningful improvements. Key achievements include: Boosted customer satisfaction from 80% to 95% by reducing support response times by 25% through streamlined workflows and targeted interventions. Led the successful implementation of a new CRM platform, transitioning from HubSpot to Salesforce and reducing ticket resolution time by 30%. Revamped the customer support knowledge base, enhancing accessibility and decreasing inbound queries by 20%. Established shipping SOPs, creating a repeatable framework that ensured consistency and operational clarity during system migration. Provided product development teams with customer insights, resulting in a 10% uplift in product functionality. Collaborated with IT to troubleshoot and resolve technical issues, securing a frictionless customer experience. Recognition and impact: Earned Employee of the Month awards for consistent performance and commitment to customer advocacy. Supported a 20% increase in customer retention through personalized outreach and issue resolution strategies. Designed and launched a new customer feedback survey, driving a 30% increase in response rates and uncovering key areas for improvement. I bring a proactive mindset, analytical rigor, and a passion for customer-centric operations—always looking for ways to elevate the user journey and operational efficiency.
As part of Deliveroo’s Compliance Team, I support procurement operations by ensuring supplier onboarding, purchasing activities, and internal controls align with regulatory standards and ethical practices. My role bridges procurement and compliance, helping the business make responsible purchasing decisions while maintaining transparency and integrity across the supply chain. Key responsibilities include: Conducting due diligence on new suppliers, including validation checks and risk assessments Reviewing purchase orders and supplier data to ensure alignment with internal policies Managing updates to bank details and supplier records with accuracy and confidentiality Responding to procurement-related queries across platforms, supporting teams with process clarity Collaborating with Legal, Finance, and IT to uphold compliance standards and resolve escalations Supporting the development and maintenance of SOPs and training materials for procurement workflows This role has strengthened my understanding of compliance frameworks, supply chain risk, and cross-functional collaboration in a fast-paced, tech-driven environment. I’m proud to contribute to Deliveroo’s mission by promoting ethical sourcing and operational excellence.
In this role, I supported end-to-end customer operations by handling queries through platforms like Zendesk, ensuring every interaction upheld brand trust and satisfaction. I managed internal escalations via Workplace and Gmail with speed and precision, maintaining a consistent experience across touchpoints. I acted as a primary escalation point for complex issues raised by frontline Care teams and international markets, offering clear resolutions and ensuring customer loyalty through thoughtful problem-solving. Collaboration was central—I actively contributed to team success by helping achieve performance targets, participating in company-wide initiatives, and fostering a positive, solutions-focused presence. I engaged with Customer Care feedback, investigated concerns, and escalated matters as needed to management, championing transparency and responsiveness. With a focus on operational improvement, I identified process gaps and shared recommendations for policy refinement, enhancing service delivery and alignment across the department. I also took part in team meetings, development programs, and broader company activities to stay informed, engaged, and continually growing in my contribution to customer success.
As part of Serco’s delivery team for the Census 2021, I provided frontline administrative and customer service support to ensure the smooth execution of one of the UK’s largest public data collection initiatives. Operating in a high-volume contact centre environment, I handled inbound queries from the public via phone, email, and webchat, offering clear guidance and empathetic support throughout the census process. Key responsibilities included: Responding to customer enquiries using platforms such as Zendesk, ensuring accurate data capture and resolution Managing internal escalations via Workplace and Gmail, maintaining service quality and timely follow-up Acting as an escalation point for complex queries raised by frontline teams across multiple regions Monitoring feedback channels and proactively investigating customer concerns to uphold service standards Collaborating with management to escalate issues and contribute to continuous service improvement Participating in team meetings, training sessions, and company initiatives to stay aligned with evolving protocols Supporting compliance with data protection and confidentiality standards throughout all interactions This role deepened my experience in public sector service delivery, strengthened my ability to navigate sensitive data environments, and reinforced my commitment to operational excellence and citizen engagement.
As part of Ventrica’s dedicated support team for the NHS Test and Trace initiative, I provided frontline assistance to the public during a critical national health campaign. Operating in a fast-paced contact centre environment, I handled inbound queries via phone, email, and webchat, offering clear guidance on COVID-19 testing procedures, results, and isolation protocols. Key responsibilities included: Delivering accurate, empathetic support to individuals navigating testing and tracing requirements Managing sensitive health-related enquiries with discretion and professionalism Escalating complex cases to supervisory teams while ensuring timely resolution Logging interactions and maintaining data integrity across internal systems Collaborating with colleagues to meet service-level targets and uphold public trust Participating in training sessions to stay aligned with evolving government guidance Supporting vulnerable individuals with tailored communication and reassurance This role strengthened my ability to communicate under pressure, handle confidential information responsibly, and contribute meaningfully to a public health mission. I’m proud to have played a part in supporting communities during a time of national need.