I am a Customer Service expert with over 20 years of experience, dedicated to helping businesses to deliver customer value, while increasing productivity.

My expertise spans all aspects of customer service operations, including deploying Technologies like chatbots and automation tools, and implementing Six Sigma Continuous Improvement frameworks.

I have worked over 10 years at Transcom, a leading BPO company, providing consultancy services to businesses across diverse industries such as SaaS, E-commerce, and Financial Services. Additionally, I led the Customer Service Operational Excellence department at StubHub (eBay Group) for 4 years, managing initiatives across EMEA, LATAM, and APAC regions.

My experience also includes spearheading the Process Reengineering Initiative at the International Air Transport Association (IATA) and leading a customer service team of over 350 representatives at Lexmark, with contact centres in Ireland, Germany, and Morocco.

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I have collaborated with teams accross Noram, Latam, Africa, Asia and Europe and cultivated the ability to influence other without relying on formal authority e.g. by delivering mutually beneficial outcomes.

 

Above all, I am obsessed with customer service excellence and I firmly believe that this is one of the value proposition that drives P&L results.