When I picked up ISO 9001, the accreditation had expired and, due to a falling-out with the previous ISO owner (a former employee), most of the ISO documentation had been wiped. We had existing key clients who required ISO 9001 and more key clients onboarding who also expected it. Processes were being followed loosely, but...
Cutting complaints by 80% & halving churn
When I joined a unique BPO organisation, client churn was high and a lot of complaints related to either billing issues (due to excessive call handling times) or quality. Churn was creeping up to around 4%. Key clients were frustrated and trust was low. We’d already reduced average handling time and cut a chunk of...
Managed resistance to change and adoption of new system to increase data visibility and productivity
Situation: When I joined, Zoho had already been purchased for client support, but the team were still managing onboarding and support queries for four brands through Outlook. There was no meaningful reporting and no visibility of what clients were contacting about or workload distribution. The team were also doubling their work — replying in Outlook,...
Reduction in Call Centre ACW to Reduce Churn & Reduce Costs
Situation: When I stepped into the Ops/Transformation Director role, client complaints were rising and churn was high – especially within a key client cohort. I quickly identified the root cause: excessive After Call Work. Because we were billed per minute, ACW was inflating client bills and damaging trust. A lot of that wrap time wasn’t...
Organisational change
I take on complex organisational change and find a way to deliver them.
Architecture Governance and Technical Leadership
The Architecture Governance and Technical Leadership service provides the strategic oversight, technical direction, and structured control necessary to ensure IT investments, systems, and engineering efforts directly drive business objectives.
Cloud Adoption and Migration Strategy
The Cloud Adoption and Migration Strategy service provides a structured, business-aligned roadmap to transition an organisation’s digital assets from legacy infrastructure to a modern, cloud-based environment
Operational Efficiency and Process Improvement
The Operational Efficiency and Process Improvement service is designed to transform business workflows from "how we’ve always done it" into a streamlined, high-performance engine. We identify and eliminate bottlenecks, waste, and redundant tasks, ensuring your organisation maximises output while minimising resource consumption (time, cost, and labor).
Business Digital Transformation and Strategic Consulting
The Business Digital Transformation and Strategic Consulting empowers leadership with actionable, tailored strategies that leverage digital technologies (Cloud, AI, Automation) to modernise legacy systems, optimise operational efficiency, and enhance organisational capability through resilience, agility, and adaptability.
