AI implementation · customer operations
I turn customer-support workflows into production AI systems.
My experience combines operations, hands-on AI implementation and team enablement. I identify valuable problems, build and improve support workflows, and help teams take ownership of the systems they use.
Based in London. Exploring client-facing AI implementation and consulting roles.
Evidence from delivery
AI support agent
opportunity
resolution time
other programme
other programme
other programme
other programme
other programme
Figures marked “other programme” refer to separate delivery initiatives.
Selected production work
Three examples of work that made it into operations.
Open a case study for the operational context, my responsibility and the result.
Production AI support agent
Scaling event support without scaling the team.
FIFA World Cup-related operations created a concentrated spike in driver and customer support demand.
76% observed CSAT
2,000+ monthly queries handled autonomously
Operational automation
Finding an avoidable bottleneck worth fixing.
Operational analysis revealed repeated manual effort and cost across a customer-operations workflow.
≈£90k
annualised savings opportunity
Internal workflow improvement
Replacing a 20+ day spreadsheet-and-email process.
A cross-functional case process had slow handoffs, limited visibility and lengthy average resolution.
10 days removed
80%+ productivity improvement
What I bring to client projects
Practical ownership from discovery through adoption.
I can own operational requirements and implementation work, while working with engineers on proprietary systems and advanced integrations.
- 01
Operational discovery and prioritisation
I map recurring support categories, frontline friction and workflow cost to identify problems worth solving—not just tasks that are easy to automate.
- 02
Knowledge preparation and agent improvement
I turn historical cases and frontline knowledge into usable agent knowledge, then investigate failure modes and close gaps with subject-matter experts.
- 03
Workflow design, integration and escalation
I define what should be resolved, routed or escalated, and work with technical colleagues where APIs, CRM systems or proprietary platforms are involved.
- 04
Testing, measurement and deployment readiness
I test bounded workflows against real operational expectations, establish a baseline and keep success measures tied to service quality and value.
- 05
Team training and operational ownership
I help the people closest to the work understand, operate and improve the system after launch.
How I work
A repeatable way to turn unfamiliar operational problems into working change.
The context changes from business to business. The approach stays practical, collaborative and grounded in the people doing the work.
- 01Understand the real operating context.
- 02Map failure points, users and value at stake.
- 03Agree decision rules, ownership and success measures.
- 04Design and test a focused change.
- 05Coordinate build, integration and release.
- 06Embed adoption, measure and improve.
About
Operations and delivery experience, applied to AI implementation.
My current work combines AI implementation and continuous improvement at JustPark. Before that, I worked in operational and customer-experience project roles, delivering programmes across the UK and US.
I enjoy working across operational, product and engineering teams: translating the lived reality of a process into requirements that can be tested, implemented and improved. I’m now looking to apply that experience across different businesses in a client-facing role.
PRINCE2 PractitionerScrum Master CertifiedBA (Hons) Economics & Business Management
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Looking for someone who can take AI from a promising idea into working operations?
I welcome conversations about client-facing implementation, solutions and AI delivery roles.