Work Experience

Game Workers Branch Organiser, IWGB

• Grew power and solidarity amongst game workers

Operations Manager, SoulMuppet Publishing

• Built a versatile Shopify process to use the SoulMuppet store as a “pledge manager” which integrates with warehouses in the UK and US, allowing SoulMuppet to upsell relevant products to backers from crowdfunding websites like Kickstarter
• Managed the customer service function, interacting with customers both over Hubspot and in person at conventions
• Grew the wholesale function to get SoulMuppet books into hobby shops both in the UK and internationally

Project Lead and Designer, Peregrine Coast Press

• Led the product development process on 7 crowdfunding projects, including market research, scoping, and art direction
• Managed e-commerce operations via Shopify, including stock management, international fulfilment, buying, and customer support

Customer Support Agent, Cuckoo Broadband

• Streamlined customer operations processes, including management escalations, vulnerable customers, and technical procedures
• Designed and delivered Tone of Voice training and workshops for frontline staff
• Provided expert technical support to resolve connectivity issues for customers
• Collaborated with infrastructure providers like Openreach to facilitate appointments and troubleshoot network problems

Quality Assessor, Monzo Bank

• Ensured Monzo customer support meets an award-winning standard of service by giving actionable feedback on tone of voice, method, and efficiency

• Managed communication between stakeholders in multiple teams to write and edit saved responses which see daily use in the work of Monzo’s front-line, in-app chat, and employ Monzo’s clear, concise, and personable tone of voice

• Proposed and managed a tooling update to reduce mental load and workload of Quality Assessors by automating a manual note-taking process

• Interacted with customers over Monzo’s entire gamut of tooling: Intercom, Conversocial, Front, and BizOps, the in-house chat software

• Greatly enjoyed solving customer problems across domains of Payments, Financial Crime, and Disputes during a time when the customer base was growing rapidly

• Hosted community building events throughout the North

  Education

New Media MA, University of Leeds

• Modules: Digital Practices, Videogames and Society, Journalism Practice and Research
• Digital Practices learnings: basics of HTML and CSS, data scraping, data cleanup, and data analysis. Theories of digital identity-making, ethics of platform capitalism, algorithms, and data collection
• Videogames and Society learnings: sociological theories relating to identity-making, dystopia, queer game studies, and moral panics
• Dissertation: Disco Elysium and The Queer Art of Failure: exploring theories of failure and identity-making through video games

Filmmaking BA, Northern Film School

• Specialised in Producing and Cinematography
• Fundraised over £1,500 for my graduation film, which I produced and wrote
• Won awards at the Leeds International Film Festival, and been screened in festivals in the UK and internationally