I am a Technical Customer Experience enthusiast who has an educational background in Computing. I am a hard-working, self-motivated, organised individual who takes great pride in every task I pursue.

I enjoy distilling the complexity of technology into tangible benefits for the customer and business. My enthusiasm for technology is highest when looking at how it can be applied to improve customer experience and business performance. I have developed strong problem solving skills and enjoy applying these skills to get to root cause on customer impacting issues. I thrive on pressure of new challenges and enjoy success from well-developed and effectively delivered improvement plans. I can switch between working the detail level of a project and the strategic planning level.

I graduated from The Queen’s University Belfast in 2013 after completing a BSc in Computing and Information Technology. Whilst completing my degree I was fortunate to secure a year’s professional experience at Liberty Information Technology working as an IT Systems Engineer, I believe this is where my interest in diagnostics and customer improvement began.

After graduating in 2013 I began work for BT within the TV Client Devices Team. This was a great experience as I got to learn about and be a part of the process of creating the Client Software that customers use and interact with every day. Through this experience my passion for Customer Experience grew, I had ideas around what we could to make things better and at the end of 2014 I was given the opportunity to join the BT Operations team and lead the TV Customer Experience initiative, nicknamed project Marvel. Since then the team has grown from 4 to 24 and we have made significant progress on improving the BT customer experience.