The experience behind Konfluens

2012–2013 · A contact-centre outsourcer · Service provider side

Ran change management across two client accounts: campaigns, phone-menu (IVR) changes and new lines of business. Presented the changes to the client and answered for them.

2014–2016 · A subscription TV provider · Client side

With a small team, kept customer service ready for whatever the business decided next: product launches, sales campaigns, system changes.

2018–2019 · A global service provider · Service provider side

Two new service sites, in the Middle East and North Africa, run in parallel on the same resources. One started from an empty office floor; the other was added midway. The work covered facilities, IT, recruitment and trainer certification, and both opened on schedule.

2012–2014 · A contact-centre outsourcer · Service provider side

Part of the team that took the operation through its first certification to the COPC standard, a performance standard for customer service operations.

2018–2019 · A global service provider · Service provider side

Rebuilt a regional programme’s quality documentation, updating what existed and writing what had never been written down. Co-led recertification across the region and one site’s first certification. The documents were still in use when the same programme was revisited years later.

2022–2023 · The same provider · Outside consultant, then service provider side

Prepared operations in 9 countries and 10 languages for recertification to a new version of the standard. Internal audits ran from the floor up, in 60- to 90-minute one-to-one interviews, and the gaps they found were closed until all three regions were recertified.

2013–2014 · A contact-centre outsourcer · Service provider side

Ran a training function of 5 to 8 trainers for up to about 500 agents, where high turnover made training continuous.

2014–2016 · A subscription TV provider · Client side

Moved training for about 200 agents from classroom-only to a blend of classroom sessions and short e-learning modules taken between calls.

2016–2017 · The same TV provider · Client side

Moved a service operation’s know-how to a new outsourcing provider in two countries. Much of it had never been written down: it was documented first, then taught to the new provider’s trainers, with time on site to make sure quality practice took hold, not only the training content.

2018–2019 · A global service provider · Service provider side

Ran an e-learning procurement that compared about seven vendors and piloted in one country. It became the standard across 9 countries.

2020–2021 · A retail and electronics business · Independent

Redesigned the management training for team leads and operations managers.

2022–2023 · The same global service provider · Outside consultant

Designed and ran a course in DMAIC (define, measure, analyse, improve, control: a structured problem-solving method) for about 50 people running improvement projects.

2020–2026 · Early-stage companies · Independent

Occasional advisory work with founders on strategy, operations, team structure and ways of working.