Specializing in turning chaos into clarity, we help businesses sharpen their strategy, streamline operations, and make smarter use of resources. Whether it’s optimizing processes, planning strategic initiatives, or managing day-to-day operations, our focus is on finding better, faster, and smarter ways to get things done. • Business process magic ✨ • Leading change with style • Creating next-level customer experiences • Boosting customer satisfaction (CSAT is my jam) • Outsourcing done right • Developing and launching programs that stick • Project management with purpose • Quality assurance that actually works • Crunching the numbers for killer ROI • Crafting strategic plans that aren’t just buzzwords • Managing vendor relationships like a pro • Amplifying the voice of the customer & business

2023 Apple Design Award Winner

Built a Customer Experience & Performance Division—Integrated data analysis, business intelligence, and process improvement to transform customer experiences. • Business Growth: Partnered with Sales and Marketing to boost business by 30% in under a year. • Revenue Leader: Managed key growth initiatives with full P&L oversight, hitting critical targets. • Outsourcing Pro: Secured top outsourcing partners in Marketing, Sales, and R&D to meet deadlines. • Innovation Driver: Led R&D for the TotalAssurance program, developing two new R&D tracks. • Global Ambassador: Delivered the company’s vision at key international summits, driving brand recognition and growth.

Created Apple’s First Internal Consulting Department—Led the development of global quality programs and processes. • Global Operations: Managed AMR and APAC, delivering data-driven ROI insights. • Financial Oversight: Managed program contracts, invoicing, and financials. • Project Leader: Oversaw 10+ concurrent projects from start to finish. • Strategic Presenter: Regularly presented key findings to Apple leadership. • Innovator: Launched ROI-based studies, pilot programs, and branded initiatives. • Keynote Speaker: Delivered presentations at summits and supported employee recognition projects.

Led International Operations for 5,000+ Employees—Drove success in Customer Care and Tech Support. • Revenue Protector: Reduced attrition to 3.5%, securing positive revenue. • Exceeding Expectations: Surpassed Quality/CSAT targets and contractual goals. • Operational Efficiency: Improved WFM shrinkage and agent AHT. • Financial Oversight: Managed $5M+ P&L, EBITDA, and budgets. • Strategic Leadership: Forecasted LOB changes and led global restructuring. • Team Builder: Mentored a senior team, with multiple promotions. • Offshore Pioneer: Migrated the first offshore tech support group, ranking 1st/2nd vendor. • Executive Collaboration: Worked closely with C-level leaders daily.

Pioneered Dedicated CSAT Department—Transformed CSAT and Quality across 7 countries and 100+ accounts. • Global Impact: Led CSAT/Quality improvements for 100,000 agents worldwide. • Thought Leader: Authored White Papers on boosting CSAT in high-volume centers. • Quality Innovator: Implemented a companywide QA manual, integrating COPC and ISO compliance. • Data-Driven: Developed RCA reporting, widely adopted by clients. • Leadership Developer: Delivered senior management training programs. • Executive Partner: Collaborated with C-level execs to drive profit, performance, and client growth.