Skills

Nearing a decade of experience working in transformative fintech companies from marketplace lending to mobile banking

Whether it is regulated or just an aspiration, it is important to have resources dedicated to the advocacy of your customer. From complaint management to customer recovery, have managerial advocacy experience by your side

Highly trained in the process of coaching & mentoring. Success training and mentoring leaders to coach/mentor effectively

Knowing and utilising what your customer thinks of your product and service is the key to unlock your future success. Skilled in obtaining & presenting customer satisfaction insights

Get the expertise you need from policy/content creation, organisation, and analytics to building a content revision process

Being compliant and using an effective quality assurance program are essential to regulated business. Experienced with banking & insurance regulations and quality assurance programs

Management experience in the enrollment, claims & automation of insurance and benefits for employers & employees 

Agent & customer AI expertise. Whether setting up or optimising AI platforms, let's increase agent efficiency & compliance and/or improve CX with generative responses for customer FAQs

Hands-on experience preparing for, launching & managing  support outsourcing to global BPO sites

Employee engagement is essential to happy customers and the retention of top talent within your company. Contact centers struggle with engagement, so let's work to make sure it's not a costly afterthought in your team

Large team management requires a different skillset. Knowledge & expertise in the leadership of multi-site, multi-product complex support orgs

High growth is a wonderful challenge to face as a support team. Skilled in short-term stopgaps and long-term solutions to meet the demands of high growth in a CX team

Building and scaling performance scorecards from basic measurements to point based percentile scoring requires high-level expertise. Able to help build and refine agent & team-based scores

Recruitment and a strong customer base can start with strong community outreach. Experienced in hiring and building a customer base in new markets

There are many CX software solutions, and it is a challenge to identify, commit, implement & optimize the right one. Certified & experienced across major solutions, including Zendesk, Intercom & others

Looking to expand your channels? Exploring new channels, testing & launch are all functions in my omni-belt

Fast-moving changes can be a struggle for CX teams. From idea phase to launch, get the skill you need to be prepared for changes to improve the agent & customer experience

Data is a passion! Get vast mastery of how/what data needs to be captured, architecture of complex reporting tools & methods to propel data into action

Identifying the right talent can make a huge difference in the long-term health of your operations. From job profiles and sourcing to interview and look backs, use my experience with thousands of applicants on your side to improve your hiring

Accurate staffing is critical to the overall health of your organisation. From staffing calculations like Erlang-C to complex inputs to arrive at an accurate forecast, we'll work on a staffing plan to hone in on your optimal staffing levels

Setting up new employees for success can make a major difference to retention, performance and engagement. Let's get your team performing at a high level from the beginning with a strong onboarding program

Bots come in many forms and are the key to the future of efficient self-service interactions. Ready & certified for your bot needs from basic ticket deflection to advanced targeted bot pathways

Versed in what it takes to develop people into leaders and advance the skillset of existing leaders

Every second adds up, and the cost is your revenue.

Learn & implement the  automations needed to run an efficient program

Ensuring the right staff is in place at the right time is key to an efficient support team. From WFM tools to intraday management, you'll have the right partner by your side

Servicing customers via a mobile app has unique challenges & benefits. Direct knowledge of mobile service implementation from launch

Getting your telephony system dialed in (pun intended), can be quite the challenge. Certified & experienced in advanced telephony features

Retail customer service has unique needs to provide goods and services. With over a decade experience in retail, you'll have the retail focus you may needs to "wow"