My Work
My work is grounded in international business leadership, with a focus on the decisions that shape sustainable growth, organizational performance and long-term value creation. Writing, speaking and selected strategic engagements extend this perspective, connecting strategy, customers, people, execution and transformation.
Books
Customer Escalations Management: The Golden Recipe
Customer complaints are often treated as incidents to close as quickly as possible. Yet an escalation usually points to something structural, such as unclear accountability, a fragmented process, inconsistent communication, or a gap between what an organization promises and what it can reliably deliver.
Customer Escalations Management: The Golden Recipe sets out a practical approach to handling these moments with structure, professional judgement and respect for the people involved. It examines how escalation management protects trust, strengthens the way teams work together, and informs decisions that improve both customer relationships and operational performance.
Rather than treating customer service as an isolated function, the book looks at the wider system that produces the customer experience in the first place.
Leadership in Practice
Global Digital Services & Go-to-Market Leadership
Leadership in global marketing and go-to-market initiatives for digital and AI-enabled services, working across Product, Sales, Marketing and regional leadership teams, and supporting commercial opportunities exceeding $300M.
Strategy, Operations & Business Performance
Strategic and operational leadership of a services portfolio exceeding $30M and more than 400 contracts, with P&L responsibility spanning service delivery, profitability, customer relationships and service quality.
Cross-functional Transformation
Experience connecting commercial, operational and technology priorities across international teams, translating strategic direction into coordinated execution and organizational performance.