With over 20 years of experience improving customer experience and operational efficiency, I help companies transform their customer service by optimizing processes, implementing automation, and guiding change management strategies. My approach combines strategic vision with hands-on execution to identify weaknesses, propose practical solutions, and ensure a smooth transition toward more efficient and sustainable models. What can I do for your company? * Process assessment and improvement: I conduct in-depth analysis of customer service workflows to detect bottlenecks, inefficiencies, and areas for improvement. * Design and implementation of optimized processes: I create clear, documented procedures that enhance response times, service quality, and internal communication. * Automation and digitalization: I integrate tools to automate repetitive tasks without losing the human touch. * Team coaching and training: I support staff development through personalized follow-up, helping them improve customer service and adapt to change. * KPI definition and implementation: I define actionable, realistic performance indicators that promote a culture of continuous improvement. * Change resistance management: I help teams adapt to new technologies, especially during transitions toward AI-based solutions. My mission To enhance operational efficiency, elevate customer satisfaction, and support organizations in evolving toward a more agile, tech-savvy, and people-centered culture.