Customer experience & operations transformation
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
SLA COMPLIANCE
100%
Maintained through a full platform migration
OPERATIONAL SCALE
500+
Agents covered by programmes I designed
TRAINING IMPACT
100+
Agents trained through onboarding, upskilling and behaviour-change programmes
ROOT-CAUSE INSIGHT
42.5%
Of complaints traced to ownership gaps, not knowledge gaps
“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 MarketReal feedback
Featured case study
US digital pharmacy client · Healthcare / Pharmacy
Building a quality framework for a 500+ agent healthcare operation
93% CSAT vs 90% target
- 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.
Explore
08 projects
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.
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