CV

Owned and delivered multiple global, high-risk operational content programs in a fast-moving Customer Service organisation. Execution spanned up to five concurrent, interdependent workstreams, aligning cross-functional teams under shared objectives and Director-level reporting cadences.
 

• Implemented an AI-enabled content production model that delivered $1.2M in annualised operational savings. Partnered with UX and ops to identify efficiency opportunities and transform workflows across four multi-region teams. Reduced handle time by 23 seconds and improved user satisfaction scores by 15%.
   

• Built a KPI framework for a time-saving initiative with no existing baseline, partnering with BI and UX to establish Time Spent On Page benchmarks from user research and BI-modelled projections. Tracked measurable progress against a defined glide path in monthly Director-level reviews.
   

• Coordinated a 20+ person hybrid team of internal contributors and external vendors, governing onboarding, SLAs, budget and quality against a $600K vendor contract. The resourcing model scaled delivery beyond internal team capacity, with vendor performance exceeding quality targets by 10%.
   

• Enabled delivery of an enterprise LLM chatbot from requirements gathering through deployment, optimising 30k+ digital assets for RAG retrieval and aligning knowledge architecture with product needs. Served as subject-matter-expert input to the UAT framework and Go/No-Go decision.
   
• Recovered a critical knowledge platform navigation failure; directed root-cause analysis and implemented remediation, resolving 46% of issues via a vendor-built script. Completed ahead of schedule despite a 20% scope increase.