Experience

• 

  Bp

  Aug 2011 - Aug 2011

  Work experience - hrtc (hull research and technology centre)

  • Week placement at Europe’s largest acetic acid producer• Awarded Silver Crest Award for Science Communication

• 

  Waitrose & partners

  Oct 2012 - Sept 2016

  Customer service assistant

  Part-time customer facing role, serving customers on food counters.

• 

  Dorset council uk

  Oct 2014 - Mar 2015

  A-level teaching assistant (biology and chemistry)

  • Successfully led a drop-in clinic to support AS and A-level students.

• 

  Newcastle university students'​ union

  Oct 2015 - Aug 2018

  School representative

  • Chaired committee meetings and presented students’ views and concerns to university staff.

• 

  Wellcome trust centre for mitochondrial research

  Oct 2016 - Aug 2017

  Laboratory assistant at gene expression laboratory

  • Awarded a scholarship from the Wellcome Trust and completed a six-week research project• Awarded the Ncl+ Advanced award for research

• 

  Voicentric ltd

  Oct 2018 - Jun 2019

  • Quality controlled employee notes and provided feedback so that they met client expectations• Trialed the new CRM system, suggested modifications and created instructional animated videos to teach and engage new users• Supervised and trained new starters in cutting-edge technologies used in genetic research • Raised awareness internationally of products and developments in life sciences and biotechnology on behalf of clients• Researched contacts and conducted international calls, using my foreign language skills where appropriate, to generate leads and maintain organised records of customer interactions to help the sales teams• Developed strategy on challenging pilot campaigns and used my conversational approach to reach higher-ups in global companies, generating a high numbers of leads

  • Senior Advisor

    Mar 2019 - Jun 2019

  • International Communications Representative

    Oct 2018 - Mar 2019
• 

  Eurostar

  Sept 2019 - Sept 2022

  • Revenue Manager for the Amsterdam and Brussels routes, optimising the pricing and capacity strategy throughout the Covid pandemic and into recovery• Analysed demand patterns to recommend new timetable additions, and set strategy for the new Amsterdam-London route which had little sales data, using airline pricing and wider sales trends • Built relationships with wide range of stakeholders across operations, pricing, inventory management and IT and led complex multi-team projects such as implementing charter trains• Used SQL, Power BI and Tableau to interact and integrate separate Revenue Management datasets, and produce reports which helped my team and I to make the best tactical decisions• Utilised our pricing optimiser to automate revenue management decisions and analysed its forecasts to asses its reliability in the post-covid recovery• Worked with developers using JIRA to draft briefs for new software fixes or features that would optimise revenue management. Supported user acceptance testing.• Cancelled / modified trains out-of-hours during disruption so customers could self-serve online Show less Joined Eurostar's inaugural Data Graduate Scheme Work in the Central Data, Insights and Analytics Team (part of Customer Experience - CX)• Developed a cross-departmental Request for Proposal for the procurement of a Voice of the Customer text analytics solution, liaising with the contact centre, marketing, Insights and digital teams.• Identified discrepancies between data systems during the Covid e-voucher project. Worked with IT teams to get fixes and built workarounds in SQL to ensure customers received the correct vouchers.• Improved customer communication during disruption by complimenting our SalesForce data with customer data from different systems e.g. loyalty. Fewer passengers then arrived for cancelled trains.• Supported engineering by using text analytics to identify incorrectly logged toilet faults. Show less

  • Revenue Management Data Analyst

    Jan 2021 - Sept 2022

  • Data Graduate

    Sept 2019 - Jan 2021
• 

  Qantas

  Feb 2023 - May 2024

  Digital product analyst

  Worked in the Customer Automation team, which looks after back-end functions of Qantas.com. This includes ticketing, exchanges, voucher requests and refunds.Responsibilities: • Monitor system health, investigate, track and resolve software issues.• Analyse complex datasets to provide insights that identify faults and drive the product roadmap.• Undertake PDT testing, regression and production verification.• Write and prioritise user stories for agile sprints, working with product owners and developers.Achievements: • Developed python scripts that extract ticketing metrics from legacy web applications. • Worked cross functionally to migrate these scripts and data to Amazon Web Services.• Leveraged this data to create a suite of Power BI reporting to track automation faults. • Linked this data with existing datasets to create a holistic view of the customer booking journey. Qantas Digital is now extensively utilising this reporting to identify faults and prioritise fixes. Show less

• 

  Qantas

  Aug 2024 - now

  Business intelligence analyst