Most teams fix the symptom. I find the cause, and build the system to fix it.
7+ years building the teams, quality systems and training behind great customer experience, across 30+ brands. A psychology background helps me read the problem, not just the score.
Based in Bordeaux, France · Open to Europe & UK
76 seconds on how I work.
The human behind the numbers: how I read a problem and what I build to fix it.
Results you can check, from real engagements.
CSAT vs a 90% target on a 500+ agent healthcare operation
Tagging accuracy across a 10-person research team
Quality flags vs a 1% target through a 6-week pilot
SLA compliance, Q1 to Q3, through a platform migration
Brands whose quality systems I built
People on one programme after the pilot I ran
Pick where to start.
Three to start with.
Diagnose
Find what is actually breaking. Attribute every failure before prescribing anything.
Build
Design the rubric, training, workflow or model that fixes the cause, not the symptom.
Scale
Train the people, hand it over, and leave a system that keeps running without me.
“It was really one of the Q3 projects that we were meant to do, and you nailed it by yourself. We were really impressed.”
A colleague at Back Market
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