Shani joined ECC in 2022 taking responsibility for the service portfolio to members. She brings 20 years’ experience of working in senior operations management roles within customer service and member services environments, and is now focussed on service improvement and supporting ECC’s strategic goals.

Prior to joining ECC, Shani worked in similar roles within a professional association as well as within the call centre industry, leading many initiatives to raise standards of customer service and operational efficiency. She also spent some time working voluntarily for VSO as an Organisation Development Advisor in Malawi, working within a medical training institution.

Shani has an MSc in Human Resource Management and Development from University of Manchester.

Much of Shani’s spare time is spent with her young son and together they enjoy cycling and exploring new places.