I turn operational problems into measurable change.
Seven years across SaaS, BPO and marketplace operations, with a background in psychology and international business management that shapes how I read a problem — and how I build the standards, systems and capability that keep the fix in place.
- Based in
- Bordeaux, France
- Open to
- CX, Operations & Transformation — Europe & UK
- Languages
- English native · French A2
How I solve a real operational problem.
A short walkthrough of how I find the real failure point, design the intervention, and make the change stick.
76 seconds · Bordeaux, France
A behavioural lens on operational problems.
B.Sc. Psychology — Covenant University. It is why I read failure as behaviour first and score second.
My background in psychology shapes how I approach change. I look beyond the metric to understand the behaviour, incentives and friction behind it — then design interventions that make the desired behaviour easier to adopt and measure.
Quality was failing and the default answer was more training. I sampled four weeks of failures and split them by cause: 42.5% ownership gaps (agents closing tickets without investigating), 29.5% knowledge gaps and 28.1% interpretation gaps.
The largest driver was not knowledge — it was accountability. So the intervention changed: coaching and governance around ownership behaviour, with training scoped only to the real knowledge gaps. That is the difference between treating a score and treating a cause.
Read the full case →People I've worked with
Senior leaders and client partners who can speak to the work behind these projects.
Hugo Inc ↗