I help remote customer service teams improve performance, retention, and client experience through structured leadership, coaching, and KPI driven operations.
With 13+ years of leadership experience across TELUS International, VXI Global Holdings, Teleperformance, and RSF Agency, I specialize in building high performing remote teams while maintaining strong operational governance. My background includes managing global customer service operations, improving CSAT and NPS, optimizing AHT and FCR, and leading performance culture initiatives that drive measurable business impact.
I am not just a supervisor. I operate as a remote operations partner who aligns team execution with client expectations, revenue goals, and service excellence.
My focus is helping organizations scale remote teams efficiently while maintaining accountability, performance consistency, and strong communication across distributed environments.
What I Bring to Remote Teams
Remote Operations Leadership and Performance Governance
KPI Optimization including CSAT, FCR, AHT, NPS
Coaching Frameworks that improve team performance and retention
Workforce Management collaboration and SLA adherence
Client Facing Communication and Escalation Management
Process Improvement and Operational Strategy
Data driven decision making and performance analysis
Remote Leadership Edge
Unlike traditional team leads, I bring enterprise level operations experience into remote environments. I understand how to manage performance without micromanaging, how to drive accountability through structured coaching, and how to maintain strong client relationships while leading distributed teams.
