I get called when a customer operations function is broken and the cause isn't clear. 20+ years leading contact center, BPO, and vendor operations across FinTech, banking, logistics, telecom, and retail — from 40 to 1,300+ FTE. What sets me apart: I've operated on both sides of the vendor relationship, running programs inside BPOs and managing outsourced networks from the client side. That dual vantage shapes how I evaluate operating models, vendor economics, technology deployment, and workforce strategy. Domain depth includes AI and automation implementation in live service environments (50% of volume automated, CSAT held 12 consecutive months), CCaaS platform selection and implementation, vendor governance and MSA/SOW management, workforce planning and capacity modeling, quality assurance frameworks, and cost-to-serve optimization. Available to advise on contact center operations, BPO and vendor strategy, customer experience transformation, AI and automation in service environments, CCaaS and CRM platform evaluation, workforce planning, and outsourcing decisions. ICF Certified Coach.