Delivered an AI-enabled CCaaS transformation for 300+ agents — improving service quality, reducing average handle time, and giving leadership real-time visibility across operations.
Achieved ISO 27001 recertification with zero non-conformities — embedding practical security controls and audit discipline while preserving delivery velocity.
Modernised infrastructure and core business platforms to reduce unplanned outages, cut operational overhead, and build a reliable foundation for growth.
Reset vendor and service relationships with clearer SLA governance, escalation paths, and prioritisation routines — increasing delivery predictability and stakeholder confidence.
A personal AI assistant that transcribes, summarises, and prioritises voicemail — turning a passive inbox into a managed, searchable communication channel.
