Oct 2025 – Jan 2026 · 3 mos

Oct 2025 – Jan 2026 · 3 mos

• Ensured 5-star guest experiences at a luxury resort by maintaining impeccable housekeeping standards and adhering to hygiene protocols. Worked closely with the front-of-house team as a Porter, efficiently handling luggage and guest requests with a friendly demeanor. Inspected facilities for maintenance or cleanliness issues, resolving problems to maintain the resort's reputation.

Aug 2024 – Jul 2025 · 11 mos · Scotland, United Kingdom · On-site

• I've mastered the art of brewing coffee strong enough to wake the dead, because honestly, that's what it takes to survive my 6 AM shifts and my 8 AM lectures.
• ~ Baker & Barista Guy.

Jun 2023 – Jan 2024 · 7 mos

• Streamlined operational processes using tools like Zendesk, to achieve a 30%
• increase in efficiency and significantly improved customer satisfaction metrics (CSAT
• 98.65% and DSAT 11%).
• Analyzed 10,000+ user interactions, delivering actionable insights resulting in CSAT of
• 98.6% and improved DSAT to 11%.
• Partnered with product, support, and engineering to design solutions that reduced
• customer pain points, directly supporting increased user retention.
• Partnered with Vimeoʼs ML team to turn user behaviour and engagement data into actionable insights that informed recommendation-algorithm improvements, contributing during a period when the platform scaled from ~260M to ~300M users and 7M+ paying subscribers globally.

May 2023 – Dec 2023 · 7 mos

Dec 2021 – May 2023 · 1 yr 5 mos

• Collaborated extensively with cross-functional stakeholders in product, engineering,
• legal, and customer support to optimize workflows, tools, and systems.
• Managed escalations with a 94% success rate, resolving complex operational and
• trust issues.
• Improved workflow efficiency by implementing best-practice reviews, self-service
• documentation, and targeted process optimizations.
• Delivered fraud prevention strategies, achieving a 95% effectiveness rating in
• identifying and resolving non-compliant platform activity.

Nov 2021 – May 2023 · 1 yr 6 mos

Dec 2019 – Nov 2021 · 1 yr 11 mos

Nov 2019 – Dec 2021 · 2 yrs 1 mo

• Reduced fraudulent transactions by 20% through predictive analytics and risk
• modeling (SQL, Python, Power BI).
• Enhanced compliance, maintaining 100% regulatory (AML/KYC) adherence and
• supporting flawless audits.
• Developed SQL-driven risk assessment models, increasing fraud detection accuracy
• by 15%.
• Automated processes, eliminating 28% of redundant team tasks and improving
• workflow cycle times.
• Produced weekly risk and trend reports, enabling strategic data-driven decision-
• making for management.