Proven track record helping Fortune 500 companies and start-ups drive significant improvement in customer service delivery: lower contact rates, higher CSAT scores, reduced repeat call volume and associated impact on broader business objectives (operating cash flow, customer retention rates). I've personally led very large multi-channel and multi-site customer service teams on both sides of the equation (vendor and captive) and in several countries (US, India, Philippines, Caribbean, Latin America). I want to share my experiences as a coach and consultant and help other businesses improve and grow.