Professional experience.
Technical implementation specialist who combines a working understanding of how businesses run with the ability to deliver the systems that improve them. Experience includes consolidating a consultancy’s fragmented operational work into one central system with AI-assisted workflows, implementing Zendesk for client service teams and moving a hospitality business from telephone reservations to online booking. Turns loosely defined problems into clear requirements, delivers practical solutions and tests them thoroughly before release.
- Mar 2026 – Oct 2026
Confidential Dubai-Based Consultancy — Contracted under NDA
AI & Digital Systems Improvement
Middle East and Africa consultancy. Delivered remotely, with on-site work in Dubai in June–July 2026.
- Consolidated operational work previously spread across eight people into one central system for projects, contacts, correspondence and quotations, reducing repetitive administration and keeping records consistent; in daily use since July 2026.
- Analysed how enquiries, quotations, orders and follow-up moved through the business, identified repetitive tasks and set out which to automate and which to keep under human review.
- Automated routine coordination: project emails filed to the right record, with uncertain matches reviewed, and proposals produced from the product catalogue with consistent details.
- Developed and piloted AI-assisted briefings that reviewed daily activity, highlighted priorities and organised follow-ups, and tested an AI document classifier on real documents before any wider use.
- Took each initiative, including a rebuilt company website, from requirements through design, testing and release, verifying that it worked before wider use.
- Oct 2025 – Jun 2026
CX Experts
Customer Success Manager
Zendesk partner implementing and supporting customer service platforms for business clients.
- Supported multiple client Zendesk implementations, translating each support team’s requirements into a configured service environment.
- Organised how service requests were received and routed, including testing workflows that brought requests from other business applications into Zendesk.
- Handled configuration and access changes on client accounts so that support teams had the permissions they needed.
- Built a complete Zendesk environment end to end, from initial setup to customer-satisfaction surveys, developing detailed knowledge of the platform.
- Supported client follow-up within a customer success team that reviewed client status, implementation progress and open issues each week.
- 2025
Holiday Escapes
Digital Operations & Systems Coordinator
Holiday accommodation and property-management business for coastal homes.
- Moved reservations from telephone-based scheduling to online booking by configuring an established booking platform and connecting it to reservation channels, so bookings and availability were managed in one place with less manual scheduling.
- Kept availability consistent across channels, resolving calendar-synchronisation and booking discrepancies with the platform’s providers.
- Coordinated rates, seasonal pricing and minimum stays across properties and channels, and kept accommodation information and search visibility current online.
- Reconciled property-owner invoices against payouts and billable items, flagging discrepancies.