In short
Curious, people-focused and hands-on, with 4+ years in customer service, retail and hospitality. I talk to customers every day at a brand that's always in the public eye, so I know first-hand what builds trust, what breaks it and how people really talk about a brand. Outside work I'm always making something, from headphones built from scratch to home automation and electronics. I want to bring that understanding of people, and that drive to make ideas real, to the creative industry.
Experience
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Operations Contact Centre Agent
Thames Water · 2024 to now
- Handling high volumes of inbound calls, including record volumes in January 2026, while staying fast, accurate and professional.
- Explaining complex processes in plain language and reassuring customers in stressful situations.
- Picking up frequent process changes quickly and applying them straight away.
- Keeping customer records accurate in Salesforce CRM.
- The go-to person on the floor when IT or system problems come up.
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Tap Room & Retail Assistant
Loddon Brewery · 2022 to 2024
- Helped deliver large live events, including Oktoberfest with 300+ guests.
- Bar and retail sales, and trusted with opening, closing and cash handling.
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Earlier roles
2021 to 2023
- Cleaning operative: working independently to strict deadlines and standards.
- Seasonal customer services assistant at a busy Christmas tree barn.
Skills
Education: A Levels in Maths, ICT and Photography.
When I’m not being Frank
- Building my own headphones from scratch.
- Running a home server, automating the house with scripts and AI tools, and trying out self-hosted AI models.
- Designing and 3D printing parts for electronics projects.
- Travel and photography: Vietnam, Sri Lanka, Iceland and Costa Rica so far.
- Gigs, festivals and following Reading FC.