Most teams fix the symptom. I find the cause, and build the system to fix it.
I build the systems behind customer experience: find what is actually breaking, fix the behaviour underneath it, and hold a standard where every customer is handled with care. Psychology before business is how I read the problem right, not just the score.
7+ years · 30+ brands · Customer Experience (CX) · Operations · Quality · Learning & Enablement · Transformation
- 90% → 97%
- CSAT lifted on a 500+ agent operation
- 84%
- Fewer recurring customer complaints
- 30+
- Brands whose quality systems I built
“It was really one of the Q3 projects that we were meant to do, and you nailed it by yourself. We were really impressed.”
Building a quality framework for a 500+ agent healthcare operation
- Problem
- A regulated healthcare operation was scaling fast, and quality results could not distinguish individual agent performance from systemic process and policy failures.
- Diagnosis
- Attributing every failure by domain showed 42.5% came from ownership gaps rather than knowledge — so more generic training would not have moved the number.
- Intervention
- Built the QA function from zero: a 100-point risk-based rubric with patient-safety auto-zeros, a DSAT attribution model, root-cause categories, severity tiers, coaching governance and escalation thresholds.
- Impact
- 500+ agents supported, 2,500+ reviews logged and attributed across 9 sites, and 93% CSAT sustained against a 90% target every period.
Case studies
Problem-led stories across healthcare, EdTech, SaaS and e-commerce, with the numbers that came out of them.
Open →InterventionsExperiments
Small tests with measurable results — attention training, live monitoring, knowledge systems and QA documentation.
Open →Video · referencesAbout me
How I read a problem, a short intro video, and the people who can speak to the work.
Open →Europe & UKContact
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Open →Have a complex customer or operational problem worth solving?
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Bordeaux, France · Open to Europe & UK