I am a people focused customer service leader with over 13 years’ experience working in global contact call centres. I have been fortunate to be part of 2 award winning teams for our efforts in developing and executing behaviour based targeted coaching through service quality insights. I have designed and led on numerous projects involving stakeholders up to executive level and welcomed opportunities to travel the world supporting both the customer and teammate experience. Lean Six Sigma Green Belt Certified.- Exceptional experience leading large, global, and multi-lingual teams- Proven ability to lead large teams, particularly in a distributed or remote setup- Experience in shaping strategy and driving outcomes aligned with customer experience goals- Strong track record in implementing new processes, systems, and tools to support growth ambitions- Proficiency in data analysis and root cause analysis to identify trends and areas of highest impact to customers- Experience in partnering with third-party service providers and managing relationships in strategic locations- Demonstrated ability to influence senior stakeholders and solve complex problems in matrix environments- Resilience and adaptability to thrive in a fast-paced, evolving work environment- Hands-on approach to delivery and execution, with a focus on continuous improvement- Curiosity, collaboration, and the ability to ask incisive questions to derive intelligent insights for improvement initiatives- Effective communication skills, including the ability to engage confidently with senior leadership, including C-suite and VPs- Solid knowledge of the ever evolving contact monitoring and interaction analytics software (NICE, Verint, Callminer, Scorebuddy etc.)- experience using Salesforce