I partner with service-led teams across travel, online retail, CX outsourcing and professional services. My focus is on organisations where daily service pressure meets high client expectations, regardless of size or location.

My focus is on bridging the gap between systems, support and human connection. I combine practical frontline, leadership and operations experience with strategic consulting to help teams strengthen confidence and consistency in real client interactions. Every framework and workshop is grounded in lived service realities, not theory, so improvements are sustainable and measurable across people, processes and tools.

I work with teams of all sizes. For interactive workshops, smaller groups often see the best results, as they allow for discussion and live coaching. Larger call centre teams can be supported through scaled or phased delivery, ensuring every participant gets value without losing engagement.

Most sessions are delivered virtually to support global teams. In-person facilitation is available for select projects by prior agreement, with travel costs covered by the client.

Each engagement involves close collaboration with key stakeholders such as operations leaders, quality managers and team leads to ensure alignment and sustainability. Workshops, however, are delivered directly to frontline teams and leaders to strengthen confidence and service skills where it matters most in day-to-day client interactions.

Absolutely. Each program draws from my core frameworks but is tailored to your team’s goals, service model and existing processes. The first step is to apply for a Service Strategy Session so we can identify where to focus and confirm the right approach.

Once your application is reviewed and accepted, most projects can begin within a few weeks. If all current spaces are filled, you’ll have the option to join the waitlist for the next intake period.

Yes. Most programs include a short post-delivery review or feedback session to ensure key outcomes are achieved. Ongoing coaching or quarterly reviews can also be arranged for teams who want continued development or framework refinement.

Because every engagement is tailored, I provide a detailed proposal after the Service Strategy Session. This ensures recommendations are based on your team’s size, goals, and level of support required. As a guide, most projects begin from a few thousand USD and are scoped transparently before any commitment.

Clients typically see measurable improvements in service confidence, consistency and communication. Many experience fewer client escalations, smoother collaboration between teams and stronger customer trust within the first few weeks of implementation.

A Service Audit provides an in-depth review of real client interactions to uncover the patterns affecting trust, clarity and consistency. It goes beyond standard QA scoring by identifying where communication or process gaps create client friction. You’ll receive a detailed report with insights and recommendations that can be actioned immediately.

A Service Audit examines what’s happening in your current service. A QA Framework builds the structure to measure and improve it. It defines clear standards, evaluation criteria and coaching guidelines that align quality with your brand’s voice and values. Many clients begin with an audit and then develop a framework for long-term consistency.

My QA Frameworks and Service Audits are designed to evolve with emerging AI tools. Wherever possible, I build frameworks with AI tagging and prompt structures already in place, so data can be logged and used for future automation or voice-agent training. This means that even if your team isn’t ready to adopt AI today, your quality systems will be prepared when the time comes.