I have over 20 years of experience in customer service, partnering with teams across North America, Europe, Asia, Latam, and Africa. 

 

What drives me is helping organizations increase customer loyalty while reducing cost-to-serve through:
 

Training & AI-Enabled Learning

Design and implementation of experiential learning programs that develop the behaviours driving customer loyalty and business performance, including ownership, empathy, proactivity, and value-added thinking.

 

I combine a practical approach and AI-enabled learning technologies to help organizations design and deliver scalable and engaging training programs that accelerate time-to-performance and drive lasting behavioural change.

Customer Service Quality Assurance

Design and implementation of Quality Assurance programs that improve Customer Satisfaction while also increasing productivity through Power BI dashboards, innovative calibration methodologies, automated coaching insights, and data-driven performance management.

From QA scorecards and governance models to reporting frameworks and action plans, I help organizations build Quality Assurance processes that deliver measurable business results.

 

Continuous Improvement Capability Building

Continuous Improvement programs based on methodologies such as Six Sigma and PDCA, enabling managers and supervisors to analyse performance data, identify root causes, and implement sustainable solutions using tools such as Fishbone Diagrams, 5 Whys, Histograms, Pareto Analysis, and other problem-solving techniques.

Beyond training, I help organizations establish the processes, governance frameworks, reporting mechanisms, and practical toolkits required to drive a culture of continuous improvement and data-driven decision-making.