Work pieces written in English.
Work
Strong teams are not built through training alone. A small set of repeatable practices can help expertise circulate, strengthen judgement and make learning part of everyday delivery.
Work
Rising Contact Centre demand looked like a capacity problem. Reframing it as a service-model challenge connected AI, skills and performance measurement — doubling agent productivity and lifting NPS to +82.
Work
With four weeks and very limited budget, a broader look at the parent-and-child experience turned a stalled onboarding journey into measurable learning — improving conversion, reducing service demand and unlocking further investment.
Work
A better digital journey did not reduce service demand. Looking at the service end to end revealed that the real performance gap began after submission — leading to a 32% reduction in transfer-related contacts.
Work
A strong conversion rate hid a deeper performance problem: customers were opening savings accounts but struggling to fund them. A new performance lens shifted the focus from opening to real economic activation.