About me | Projects | Skills | Experience | Education | Interests

• 🎓 Graduated from Makers Tech Academy bootcamp in October 2022.
• 💡 Switched to a career in coding to actively use my creative and logical mind in an exciting and evergrowing industry.
• 🐉 Bilingual: Welsh and English.
• 🎧 Love for gaming and music.
• ❣️ Passion for problem-solving and the pursuance of efficiency. I like to solve everyone's problems!
• 🧍‍♀️ An excellent team-member with industry standard experience of helping and working with internal and external customers.
• 🖥️ Skilfully versed in following DRY and SRP!
• 💃 Dancer: competed, taught, adjudicated.
• 🐶 A big dog lover.

• Managed all complaints that Natural Resources Wales received from customers, and coordinated responses with various teams and seniority levels across the organisation.
• I reviewed a draft response from a manager, which did not address all of the customer's concerns and had a defensive tone. I included comments and tracked changes to the document and immediately organised a 1:1 meeting with the manager to discuss the comments. During this meeting, I provided points that still needed to be addressed and gave suggestions on what to include and how to phrase it, and tips for future responses.
• This ensured that the customer received an empathetic customer-focussed response which met their needs and addressed all of their issues. This was a great learning session for myself and the member of staff, and we developed a good work relationship.
• My communication and customer-focussed skills thrived through out my time at Makers Bootcamp, enabling me to work well with others and providing a great dynamic to the group. While creating our Project 'Acebook', I ensured that we met the given Minimal Viable Product (MVP) and user stories by always focusing back to these, keeping the customer at the heart of the project.

• While assessing an urgent complaint regarding staff misconduct, I noticed that the Complaint and HR teams' remit in the internal and external policies for these complaints was unclear.
• I organised a meeting with the complaints and HR team, emphasising the lack of transparency and clarity with the current process. After strongly advising, I was appointed to lead on the matter and wrote and produced an internal and external process for complaints against staff misconduct, which the Executive team agreed to and signed off.
• My initiative to solve this problem ensured that all teams were clear in their roles regarding staff misconduct complaints, were dealt with appropriately, and avoided any confusion or delay to the customer. My advising and influencing of the executive team's decision was the catalyst to enable the above positive impact and changes.
• During my final project 'Reef Runner', one of the first hurdles was creating and adding obstacles. Initially, the obstacles were being added to an array which decreased the game's performance significantly. After researching countless resources online, I discovered that by adding the obstacles in a group instead of an array, it would dramatically improve the game's performance.

• I received a Subject Access Request (Data Protection) from a member of the public where they requested their personal information. Part of the documents requested included other people's personal data.
• Firstly, I assessed what documents and information are relevant to the customer's request and what is their personal data. During my reviewing stages, I carefully examined all documents, marked and applied redactions using Adobe Acrobat Reader DC, and reviewed the documents several times.
• My immaculate attention to detail resulted in the customer receiving a correctly redacted document that satisfies their request while not breaching General Data Protection Regulation.
• During my project ‘Acebook’, I noticed that our comments were not appearing on our posts page, even though comments were being rendered on the comments controller. After analysing the files, I noticed that the comments needed to be rendered and accessed from the posts controller, to then be rendered on to the posts page. Therefore, within the function ‘find’ for posts in the posts controller, I called the populate method to access comments and defined a path to get the user's name that wrote the comment.

• Delegated all complaints Natural Resources Wales received. Complaints and Freedom of Information / Environmental Information Regulation requests must meet the deadlines provided by the Ombudsman Services and Information Commissioner's Office.
• I was responsible for assessing, investigating, and responding to a customer's complaint we received within 20 working days.
• Abiding by a procedure I implemented, I acknowledged the customer and sent the complaint to the relevant team within the organisation within 5 days. The team then had to send a draft response to myself no later than a week before the deadline, for review.
• As a result, the customer received their response within the deadline provided by regulatory deadlines, avoiding any further complaints.
• For my final project at Makers 'Reef Runner', we had 2 weeks to design, create, present, and demo a project to an audience. My previous time management skills enabled us to carefully follow and complete tickets, and hold sprints and retros to reflect and plan ahead.

• Over a span of 13 years, I dedicated myself to music by learning the Piano, Violin, and Harp.
• This included strict discipline by organising my own weekly practice sessions, to ensure I improved for each lesson and passed all examinations.
• After completing grade 8 in the Piano, grade 8 in the Violin, and grade 4 in the Harp, I can affirm that I have a strong mindset for learning and the commitment to see a journey through from start to end.
• Drawing from my discipline and dedication skills, this enabled me to complete an intensive 16 week Makers bootcamp and show that I am a committed and hard-working individual.

Intensive Full Stack Software Engineering Bootcamp

• Participated in consistent pair programming and team engineering projects whilst following an Agile workflow. This enabled a great design sprint and flexibility throughout the project for change.
• Followed Object-Orientated Programming with the languages Ruby and JavaScript, and frameworks Express, Phaser and Rails. I was able to confidently use dependency injection, inheritance, abstraction etc to write clear code in line with single responsibility principle and DRY.
• Strongly used Test Driven Development to a high standard throughout the bootcamp with RSpec, Jest and Cypress. This is highly apparent in my Makers Code Reviews.
• Robustly debugged code as a key way of problem solving errors, such as binding.pry with Ruby and console.log with JavaScript.
• Deployed web applications using a light cloud service such as Heroku.

Access to Information and Complaints Officer

• Ensured customer complaints and Freedom of Information / Environmental Information Regulation requests were dealt in a timely manner to avoid further customer dissatisfaction.
• Managed all complaints across Wales by delegating to the team, creating a streamlined workflow.
• Analysed complex and sensitive data while meeting regulatory deadlines in line with the Ombudsman Services and Information Commissioner's office, ensuring we were complying with their legislations.
• Supported internal and external customers with queries relating to complaints and data requests by having 1:1 and team meetings, enabling a great work relationship with many teams across the organisation.
• Produced a monthly Customer Dashboard that included statistics and a written narrative of the month for the Customer directorate, where I was able to clearly state improvements and trends to the Executive Directors resulting in positive feedback.
• Created and improved internal policies for complaints and Data Protection / Subject Access Requests to improve the customer and staff experience.

Customer Care Advisor

• Responsible for resolving customer enquiries across Wales via many different platforms, resulting in good customer service.
• Processed customer licenses and application forms to ensure customer adherence to rules, and improving the overall workflow by providing their certification by the given deadline.
• Delegated customer enquiry emails to the team, ensuring all customer queries were dealt with and resolved appropriately.
• Managed customer refund requests to ensure they were actioned accordingly and provided within the given timeframe. This ensured that the organisation was complying with Audit Wales.
• Produced and improved an internal database that included information on all teams across the organisation and their remit, to ensure that customer enquiries were correctly handled. This improved the work relationship between the customer team and all teams across the organisation.

Dance Adjudicator

• Adjudicated several dance categories for Wales' biggest competitive festival aided by my excellent decision making skills.
• Critiqued and wrote written commentary for each individual and group performance, using my outstanding advising skills.

EVS Logger

• Utilised my excellent organisational skills by logging and submitting data for each contestant in a fast-paced environment and within the given deadline.
• Required the utmost focus and communication with all co-workers when logging data for each contestant, to ensure high accuracy and attention to detail.

Learning Support Assistant

• Aided autistic children in their learning in a 1:1 environment, providing creative thinking and patience to accommodate their learning difficulties.
• My excellent communication skills allowed me to create an optimum learning environment for the individual as well as communication effectively with parents.

BA Mathematics and Music Joint Honours

• Accomplished a dissertation on whistling, whether it is an instrument or a form of communication
• Acquired a creative and logical thinking with both subjects.
• Studied and solved countless mathematical proofs and problems.
• Obtained excellent Microsoft Word, Excel, and PowerPoint skills.

• 🎵Music: grade 8 pianist, grade 8 violinist, grade 4 harpist.
• 💃Dancing: hold qualifications in Ballet and Hip-Hop. It's the best form of exercise!
• 🖥️Gaming: love losing myself into the world of games.
• ⏫Codewars: currently 5kyu, but will be climbing higher soon!