I’m an internationally-experienced customer service writer and trainer. Call Centers are my specialism. I am really passionate about helping companies to optimize their performance, re-engage their employees, and improve the experiences of their customers. I’ve worked alongside a wealth of different centers, from 5 to 500 agents, in a range of different industries.

I’m an opinionated Millennial blogger with a lot of opinions on customer experience and organizational culture! I share ideas to my blog here, my LinkedIn profile, the Comm100 blog, and CustomerThink.

I’m qualified in Learning & Development through the Chartered Institute of Personnel & Development – Level 3 Learning & Development Practice, and Level 5 HR Development. I’m qualified in Customer Service through the school of hard knocks, as an agent, a manager, and a trainer! In terms of Marketing and content, I’m also Hubspot Inbound Marketing and Content Marketing Certified.

I’m currently studying my MA Professional Education & Training with University College London (distance mode.) I’m ecstatic to be doing this through UCL’s Institute of Education, who are ranked as the world number one institution for education and have done so for three years running. (QS World University Rankings)

I work for Comm100, a live chat software company, as their Content & Client Training Manager. With this and my uni work, I’m kept very busy and am not actively looking for any external opportunities at present. Still, I love to share my knowledge and passions with the world, so if you’re interested in having me write for you I can consider requests on a case-by-case basis depending on my workload.

I’m a British lady, now living in Vancouver, Canada. In my spare time I love getting lost in nature, cooking great food, gaming (including VR), and keeping fit by swimming and running.

Thanks for your interest in me and my work!