I design AI agents, automation and data architecture for customer-facing operations. The work has saved £190k+ annually, lifted CSAT from 53% → 81%, cut resolution times by 87%, and now runs in teams accross three continents.
The measurable outcomes from real operational systems — not pilots, not slideware.
Most people own one slice of this. I run the whole loop, which is why the work actually lands.
SQL, workflow analysis and operational data to surface where time and money actually leak.
DiscoveryTurning the findings into a numbers-backed argument that wins leadership buy-in.
StrategyAligning engineering, product, finance and CX so the solution ships and sticks.
DeliveryAgents, automation and workflow redesign built for measurable ROI — not demos.
BuildA simplified view of one system I architected: it reads tickets, reasons in context, resolves what it can, and escalates the rest with a one-line brief — looping until the queue is clear.
email · chat · forms
classify · pull context · decide
A few systems I've owned end to end, and why each one mattered to the business.
End-to-end redesign of the customer-experience function — triage logic, agent support and escalation rules rebuilt around an AI reasoning layer.
Identified workflow inefficiencies through SQL analysis, secured stakeholder buy-in, and delivered an automated operational redesign.
Delivered a multi-million-pound rollout across 100+ locations and 2,500+ operational sites.
Designed a monitoring framework that catches operational failures before they turn into revenue loss.
Most organisations don't have an AI problem. They have a workflow problem.
AI only creates value when processes, data quality and decision pathways are designed correctly. My work is finding those opportunities and building the systems that turn them into measurable business outcomes — then handing teams something they trust.
The tools and disciplines behind the systems above.
Whether it's manual overload, scaling pains, or a CX function that needs an upgrade — tell me about it. Quickest path is to grab a slot.