NA
0 reviews
Free
Price per hour
min
Call duration
Soon.
Next Available day
English
Dunstable, United States of America
Joined June, 2025
0.0
Free
Price per session
30 min
I’m currently a Solutions Engineering Manager with 20+ years in the Contact Center industry, passionate about helping others grow through collaboration, curiosity, and customer-centric thinking. I’ve worked closely with sales, product, engineering, and customer success teams to drive AI adoption, enable strategic growth, and deliver exceptional Customer Experiences. I love connecting with people, sharing what I’ve learned, and learning from others along the way.
Talkdesk is a global cloud contact center leader that empowers businesses to deliver exceptional customer experiences through AI-powered, scalable, and intuitive CX solutions.
Vonage provides flexible cloud communications and contact center solutions, helping businesses enhance customer engagement across voice, messaging, and digital channels with powerful APIs and CX tools.
As call centers turned the corner to "Contact" centers, the omni-channel approach to customer support was pivotal. Meeting your customers where they are, sets the stage for your recognition that THEY matter.
Team management is about more than just oversight—it’s about creating an environment where people feel supported, aligned, and empowered to do great work. In my role as a Solutions Engineering Manager, I’ve seen how strong leadership drives better collaboration, clearer communication, and more impactful results, especially in the CX space. When teams are managed well, they’re not just meeting goals—they’re growing, owning outcomes, and delivering meaningful value to both the business and the customer.
Customer advocacy means being a true voice for the customer—understanding their challenges, anticipating their needs, and ensuring their goals stay at the center of every decision. In CX and solutions engineering, it’s about more than just solving problems—it’s about building trust and long-term partnerships. By championing the customer internally and aligning solutions with real-world impact, we not only improve satisfaction but drive stronger business outcomes and innovation.
Customer journey mapping is about stepping into the customer’s shoes to truly understand their experience—from first touch to long-term loyalty. It helps identify moments that matter, surface friction points, and uncover opportunities to create more meaningful interactions. When paired with strong customer advocacy, journey mapping becomes a powerful tool to build lasting relationships, ensuring every step feels intentional, valuable, and aligned with the customer’s evolving needs.
Customer-led growth isn’t just about selling more—it’s about earning the right to grow through trust. Every interaction should be an opportunity to understand, support, and add value—not just to pitch a product. When we show up consistently with empathy, insight, and a genuine desire to help, we stop being seen as vendors and start being seen as partners. That shift is what builds lasting relationships. Customers remember who helped them solve real problems, not who closed the fastest deal. By prioritizing long-term impact over short-term wins, we build the kind of trust that drives sustainable growth—for both the customer and the business.
10+ years experience in the CCaaS industry 20+ years in Contact Centers
Certified Admin
No data yet.