Jacada

• Jacada, acquired by Uniphone in 2021, utilised innovative low code/no code platform to provide process optimisation and application integration solutions for customer service operations.

• In professional services, I was involved in technical management, support and pre-sales activities.

Capita | Jun 2007 – Dec 2007

Jacada's application unification platform replaced TV Licensing's disparate systems with a single desktop view for the customer service agents.

Key Responsibilities

• Worked alongside a Senior Project Manager

• Liaised with Developers & Testing teams for progress & issue resolution.

• Attended project board meetings to provide updates.

• Involved in technical discussions & QA defects to expedite testing.

Key Achievements

• Completed the ongoing development and testing for Capita BBC TV Licensing and transitioned to Capita’s IT Application Support. 

Key Responsibilities

• Involved in Pre-sales for AT&T’s Business Process Assessment for network switches diagnostic call centre in Amsterdam.

Key Achievements

• Researched key pain points for contact centre agents and service technicians by spending time at the call centre listening in to multi-lingual agents having real-time conversation with customers, and navigating between several applications.

• Helped formulate a Proof of Concept with the pre-sales consultant to gather different systems into a single view.