As the Head of Outsourced Operations at Shell Energy, I oversee the global strategy, performance, and relationships of multiple outsourced contact centers, ensuring high-quality service delivery, customer satisfaction, and operational efficiency. With over 17 years of experience in managing in-house and outsourced contact centers across various industries, I have developed a deep expertise in operations, process improvement, and customer engagement.I am a strategic and collaborative leader who values teamwork, innovation, and change. I have a proven track record of delivering significant value through cost reduction, process improvement, and stakeholder management. I am passionate about helping others grow and succeed, and I believe in empowering and supporting my teams and partners to achieve their goals. My mission is to make the world a better place by creating positive and sustainable impacts for our customers, employees, and communities.