Where I add value

Design or transform your support organization for , from follow-the-sun architecture to SLA governance. I build operating models that deliver consistent global quality without inflating cost-to-serve.

Raise CSAT, reduce churn risk, and turn support into a revenue-protective asset. I embed Voice-of-Customer loops, QA programs and post-incident feedback cycles that close the gap between what customers need and what product ships.

Translate operational data into board-ready insight. I design measurement frameworks covering CSAT, backlog health, handle time, escalation trends and SLA , with the statistical rigor to drive real improvement plans.

Hire, develop and retain strong support talent. I design leadership pipelines, enablement programs, performance frameworks and coaching cultures that lift first-contact resolution and team engagement.

Reduce cost-to-serve with intelligent triage, deflection strategy and Knowledge-Centered Service. I assess automation readiness and guide the rollout of AI tooling that improves both agent efficiency and customer satisfaction.

Available as a board director candidate or fractional CX / Support executive for growth-stage and enterprise organizations. I bring a cross-functional perspective across go-to-market, product and , with the operational credibility to back it.