My journey into the contact centre industry started back in the late ’90s, on the phones supporting dial-up internet customers. Those early days taught me the real meaning of service—listening, solving problems under pressure, and building trust one call at a time.

Since then, I’ve spent over 25 years leading customer operations across multiple countries, industries, and organisations—including logistics, SaaS, e-commerce, and professional services. Along the way, I’ve shaped high-performing teams, redefined support models, and delivered measurable improvements in customer satisfaction and operational performance.

Today, as Head of Support, I’m driving a transformation from application-focused service to a truly customer-obsessed, phone-first culture. I believe great customer experience is built on empathy, accountability, and clarity—and that when teams feel empowered to care, exceptional outcomes naturally follow.