International operations and transformation executive with 20+ years of experience across customer operations, strategic workforce planning, workforce management, customer experience, and AI-enabled transformation. Career progression from frontline customer operations at IBM through senior leadership at WNS, Kiwi.com, and Perk. At Kiwi.com, I took Agentic AI from initial testing (Q4 2023) to production (Q1 2024) to scaled deployment across customer intents, reaching a trajectory of ~50% contact containment by Q1 2025 — contributing to a ~40% reduction in cost-to-serve over 18 months and a ~50% reduction in customer-facing team size. Earlier in the same organization, I delivered ~30% cost savings through workforce management efficiency and reduced queue complexity by ~60%. I currently lead Planning & Workforce Management at Perk, with responsibility for a 19-person team, planning across 6 sites in 5 countries, and contact-center budget planning of approximately €35M. What I bring: • Strategic workforce planning — demand forecasting, capacity planning, staffing, scheduling, and workforce optimization treated as a strategic business discipline, not a scheduling function • Agentic AI in production — hands-on experience with AI agent testing, deployment, customer-intent expansion, and the operating-model redesign it requires • Operations transformation — process simplification, omnichannel design, organizational redesign, and vendor optimization • Cost and productivity — connecting operational change to measurable financial outcomes without treating cost as the only objective I build leaders, not dependency — the goal of any transformation I lead is an organization that gets stronger and less reliant on me over time.