Ten years building customer operations at scale. From Google’s enterprise accounts to heading CX across 11 markets at Otrium, then building an AI training platform from zero. Now looking for my next exec challenge.
Every support queue is a stream of chaos. My job is to find the pattern, build the system, and let people and AI do their best work inside it.
Reduction in response time while scaling globally.
Markets launched, with 60+ agents and 85%+ CSAT.
AI simulations completed across 10+ global brands.
Abandon rate across 26 specialists in Dublin and Wroclaw.
Built an AI training platform from the ground up. Owned GTM and all operations, led enterprise deployments across 10+ global brands. Reached 50,000+ simulations and €10K MRR. Selected for Microsoft GenAI Studio, backed by 50Partners at Station F.
Advised Studocu, Fairphone and SeDomicilier on support transformation. Delivered AI-readiness audits and self-service architectures targeting 30% deflection. Rebuilt CSAT reporting beyond vanity metrics.
Built global support from 3 to 11 markets and 60+ agents. Cut response times by 86%, held 85%+ CSAT and a 4.5+ Trustpilot rating. Led the first BPO strategy end-to-end.
Managed strategic relationships on Search Ads 360 and Google Marketing Platform. Advised ClubMed, Accor and TUI on search investment across EMEA.
Ran real-time operations for 26 specialists across Dublin and Wroclaw. Abandon rate under 2%, CSAT above 85%, 80% of cases resolved within 24 hours.
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▶There is a gap between buying AI and using it. Three moves close it.
What ten years of scaling support taught me about where AI fits.
The old onboarding model is broken. Here’s what replaces it.
Need a Head of CX, a COO, or an AI operations leader who has shipped transformation in production? I’m based in Dublin and would love to connect.