My Story
After gaining 25+ years expertise with companies like Salesforce and Deloitte, and working with major brands worldwide to improve how they engaged with their customers, I made the decision to go solo. My goal is to partner with organisations in a way that aligns with my values. I focus on helping businesses and non-profits committed to treating their customers, members, or citizens better by leveraging technology more effectively. I believe in supporting meaningful transformations that drive business value and create a genuine impact on customer and employee experience. I am passionate about bridging my corporate experience with the for-purpose sector, I bring a human-centred approach to every engagement.
Why Work With Me?
With a focus on human-centered transformation, I partner with organisations that are committed to making a meaningful impact, combining strategic insight with actionable solutions to drive real results.
My Values
I believe in human-centered transformation—putting people at the core of every change. My work is driven by impact, transparency, and collaboration, ensuring that every strategy delivers real value. I focus on practical, sustainable solutions that empower teams and improve experiences.
Who I Help
I partner with mid-to-enterprise organisations looking to elevate their contact centre strategy and for-purpose organisations navigating CRM transformations. My clients include businesses, non-profits, and member-based organisations that are committed to improving service, efficiency, and engagement through strategic, technology-driven change
My Approach
I take an advisory-first, outcome-focused approach, helping organisations make informed, high-impact decisions. My method is strategic, collaborative, and transparent, ensuring alignment with business goals. By bridging technology with human-centered design, I help teams drive lasting transformation.
Certifications and Expertise
Salesforce
AI Associate | Service Cloud Certified Consultant | Field Service Certified Consultant | Experience Cloud Certified Consultant | Certified Administrator | Service Cloud Voice Accredited Professional | Digital Service Accredited Professional
Contact Centre Tech and AI
Expertise across platforms like Genesys, Amazon Connect, Microsoft Dynamics CC, Google CCAI, Twilio, LivePerson, Avaya, NICE CXOne, Verint, Vonage, Five9, and AI-driven solutions (Salesforce Agentforce, Generative AI, Conversational AI , NLP, automation, chatbots, Virtual Assistants, Agent co-pilots, Next Best Action); Agent Desktop and Computer Telephony Integrations (CTI)
Other
Research Masters in Informatics (University of Manchester) Research Thesis on Computer Telephony Integration
Certified Scrum Product Owner® (CSPO®) | Human-Centered Service Design (IDEO U) | Knowledge Centred Service