Leaphia Darko

Customer Operations Executive @Moneybox

London, GB

Responsible for providing world class customer service by email and text to customers of the banking app specialising in ISAs, LISAs & Account Transfers- Awarded customer service prize for receiving highest quantity of positive customer reviews in a month 4 times. Also shortlisted for Moneybox ‘Trusted Pilot’ Award for favourite executive to interact with based on recommendations by customers on Trust Pilot- Selected to train and mentor 3 new joiners to the team- Appointed Black Employee Network Onboarding & Community Specialist and then Board Member. Implemented an induction pathway, Slack based CRM of new members and designed a survey for data collection in order to quantify impact for the Board and wider business- Shortlisted for Moneybox Culture Champion Award for work on Black Employee Network and for working cross-functionally with the Product Management and UX/UI teams to come up with innovative features for neurodiverse and vulnerable customers. These included improvements to font size, graph colour, AI Bot copy and features to assist with executive functioning, which were presented at bi-monthly meetings to team members and leadership.