Jan 2024 – Sep 2025 · 1 yr 8 mos

• Continuing our mission to build a better Groupon, with a relentless focus on customer-centric continuous improvement.

Apr 2023 – Jan 2024 · 9 mos

• Leading Groupon's Global Service Organisation, encompassing Customer Service, Merchant Operations, Content Operations and Back-office Teams. A global organisation of over 1,500 colleagues supporting customers, merchants and internal stakeholders.

Jun 2020 – Apr 2023 · 2 yrs 10 mos

• A global role encompassing all operational aspects of the Groupon merchant and customer experience. Driving positive change through constant iteration and optimisation of people, process, policy and tools.

Apr 2017 – Jun 2020 · 3 yrs 2 mos

• Work from home role, responsible for all aspects of Customer Operations in Groupon Intl. Including all customer-impacting processes, policies and systems.

Feb 2016 – Apr 2017 · 1 yr 2 mos

• Work from home role, responsible for all aspects of Customer Operations in EMEA. Including all customer-impacting processes, policies and systems.

Jan 2015 – Feb 2016 · 1 yr 1 mo

• Head of Customer Service for DACH, based in Berlin with outsourced vendor and off-shored in-house first-level teams. Inhouse headcount size ~60. Duties included improving and maintaining SLA's, continuous process improvement and alignment of local processes to global standards.

May 2014 – Dec 2014 · 7 mos

• Project manager for new systems and process roll-out, process development and general KPI optimisation.

Dec 2013 – May 2014 · 5 mos

• I initially worked in the Cape Town office for four weeks towards the end of December. Main duties included process alignment to new Groupon processes and also a department restructure. Almost every process was improved, resulting in increased SLA and decreased CPU.

Nov 2012 – Dec 2013 · 1 yr 1 mo

• During this period I established an email support team in Chennai from scratch. This included hiring, training, process development and ensuring SLA was met. The team grew from ten to almost seventy during the course of the year and is exceptional.

Jun 2011 – Nov 2012 · 1 yr 5 mos

• I managed a team of 15 CS agents. Duties included coaching, training and general team management. My main focus was on developing the agents to ensure they always exceeded target and constantly improved their skills.

Feb 2007 – Aug 2008 · 1 yr 6 mos · Manchester, United Kingdom

• Various roles as I progressed through the company including inbound and outbound telesales, cold calling, appointment setting, retentions and contract amendments.