Jan 2026 – Present · 4 mos

Feb 2025 – Jan 2026 · 11 mos

• As Inbound Manager at Prodigy Finance, I lead the Front Office and Verification teams that support students throughout their loan journey. I’m responsible for delivering fast, reliable, and meaningful service across all contact channels while making sure our operations run smoothly and efficiently.
• A big part of my role is growing confident, bold team leaders who can lead with purpose and build strong, motivated teams. I also drive innovation by using AI tools to boost agent performance, improve speed and accuracy, and deliver a better experience for our students.
• I work closely with teams across Product, Customer Success, and Marketing to align our goals, streamline our processes, and make sure every interaction reflects our values. At the core, I believe great service is about people, and I make it my mission to set them up for success.

Jan 2024 – Feb 2025 · 1 yr 1 mo

• As Customer Success Service Leader at Prodigy Finance, I focus on making sure our students experience more than just good service. They feel seen, supported, and guided throughout their entire journey, from application to repayment.
• My role is all about removing friction, solving complex problems, and creating a more human experience in a high-volume, fast-paced fintech space. I support both Originations and Repayments by leading smart operational decisions that protect quality, reduce costs, and keep the customer at the centre. Whether I’m resolving escalations, reviewing feedback trends, or collaborating with Product and Marketing, I make sure the voice of the customer drives the way we work and evolve.
• I also lead initiatives that empower our service teams, giving them the tools, training, and insight to deliver a warm, confident, and personal touch at scale. I work closely with cross-functional teams to align strategies, reduce query inflation, improve first contact resolution, and ensure our messaging is as human as it is helpful.
• In short, I champion both the customer and the people who serve them, creating an experience that earns trust, builds loyalty, and reflects what our brand truly stands for.

Sep 2021 – Jan 2024 · 2 yrs 4 mos

• As a Verification Team Leader at Prodigy Finance, I led a high-performing team responsible for helping students through one of the most critical parts of their loan journey, document verification. I was responsible for ensuring accuracy, consistency, and speed, while keeping the experience human and supportive for every student we served.
• My focus was on developing confident, detail-driven associates who could balance quality with productivity in a fast-paced environment. I coached my team to manage complex, high-stakes customer interactions across calls and emails, and ensured we upheld strong service levels while meeting all regulatory and operational standards.
• I worked closely with subject matter experts to improve workflows, streamline processes, and enhance our ability to guide customers through the verification phase. From resolving escalations to improving self-service tools, I stayed hands-on while always pushing for smarter, more customer-friendly ways of working.
• More than just hitting targets, my role was about creating a culture of accountability, learning, and pride in the work we do. Because when you're verifying someone’s dream to study abroad, the details, and the human touch, really matter.

Jul 2020 – Oct 2021 · 1 yr 3 mos

• As a Collections Administrator at Prodigy Finance, I support students throughout their loan repayment journey by helping them stay on track with their commitments, even during difficult financial moments. My role is about more than just recovering payments, it’s about protecting the trust our students place in us, while ensuring the business remains strong and sustainable.
• I manage overdue accounts with care, professionalism, and a solutions-focused mindset. Whether I’m arranging flexible payment plans, sending timely reminders, or guiding customers through next steps, I approach every conversation with empathy, clarity, and respect. Each case is unique, and I work hard to find outcomes that support both the student and the business.
• Internally, I ensure accurate record-keeping, update systems in real time, and collaborate with cross-functional teams to flag risks, escalate complex cases, and maintain compliance with financial regulations. Attention to detail, strong communication, and a sense of urgency are key in my day-to-day.
• At the heart of this role is a mission I truly believe in which is helping students succeed, even after graduation. By supporting them through the repayment phase with understanding and structure, I play a part in building long-term financial wellbeing and a lasting relationship with our global community.