About Me

I’m all about creating better experiences for employees and customers.

I’m a seasoned contact center executive and an internationally-experienced writer and trainer.

I have worked with global Fortune 500, government and private firms to advance customer service operations and to embed effective learning and development strategies. As a specialist in contact centers, I’ve worn the hats of agent, manager, QA specialist and trainer. I’m also an expert in shaping and operationalizing CX strategy.

I’m studying for my MA Professional Education & Training with University College London (distance mode.) I’m proud to be doing this through UCL’s Institute of Education, who are ranked as the world number one institution for education and have done so for several years running.

At Comm100, I am at the intersection of technology and training, providing people-centric learning to help organizations handle the fast pace of technological change, and ensuring that agents, managers and exec teams can successfully implement the technology they invest in.

I’m a digital communications proponent, a proud millennial, and a tea-drinking British lady. I advocate for AI adoption and careful automation to allow us all more time to focus on the customer interactions that really matter.

I love writing. Places I’ve been published include:

I’m also a proud community organiser for the CX Accelerator Slack community.

Thank you for your interest in me and my work! Please get in touch via my contact form if you’d like to chat.