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Maya Goulden is an experienced professional in customer service and operations management, currently serving as the Outsourcing Operations Manager at Monzo Bank since January 2018. In this role, Maya oversees the daily operations of customer support calls, develops training programs, defines processes, and manages performance metrics while liaising with stakeholders. Previous roles at Monzo include Complaints Handler and Customer Service Representative, where Maya contributed to developing complaint handling processes and enhancing service culture. Maya also worked as a Senior Customer Service Administrator at Canada Life and held a Supervisor position at GUESS?, Inc., where responsibilities included team management and customer care. In addition, Maya served as a Social Media Coordinator for the Thames Festival art project, promoting emerging artists at a high-profile event.