Service Delivery Manager | Service Delivery, Operations, Quality, CSAT and performance optimization

I am a results-driven Service Delivery Manager and Lean Six Sigma Green Belt with over 5 years of experience optimizing complex operations for global brands like Xerox, Stellantis, and Europcar.

My expertise lies in Quality Turnaround and Process Recovery. I specialize in taking "at-risk" service lines and re-engineering them for stability and high performance. In my most notable achievement, I led a quality turnaround for 9 lines of business across EMEA, increasing quality scores from 62% to over 90% and driving a 198% improvement in CSAT.

What I bring to your project:

Strategic Leadership: Managing large-scale teams (250+) and multi-million dollar EMEA accounts.

Data-Driven Methodology: Utilizing Root Cause Analysis (RCA) and Lean Six Sigma to eliminate waste and boost efficiency.

Compliance & Excellence: Certified in COPC standards to ensure every process meets international quality benchmarks.

Outside of operations, I am a passionate Graphic Designer and Video Editor with over a decade of experience, allowing me to bring a unique creative perspective to professional reporting and business presentations.

Work Terms

Hours of Operation: Available all week for project consulting. I am flexible with all time zones, particularly for EMEA based. - We can align on an exchange for our available slots in our calendars to schedule accordingly.

Communication Style: I prefer clear, structured communication via email / direct message / direct call. I am available for weekly syncs and high-level stakeholder presentations to ensure project alignment.

Payment Terms: I work on both Fixed-Price milestones for specific audits/setups and Hourly rates for ongoing management consulting. All payments are to be processed securely through the platform.

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