May 2015 – Dec 2022 · 7 yrs 7 mos

• As Global Head of Selling Partner Support at Amazon (NASDAQ: AMZN), I led worldwide operations, product, and technology for thousands of employees across 56 global locations. My mandate: scale support for Amazon’s Sellers, Vendors, and Brand Partners while driving innovation and operational excellence in one of the world’s most complex ecosystems.
• I oversaw Product & Technology teams, Global Support Operations, and Program Leadership, delivering technology-driven solutions that advanced seller experience, eliminated defects, and streamlined global workflows. By integrating AI, automation, and workforce systems, we set new standards for efficiency and customer trust.
• I also spearheaded strategic initiatives including Support Technology, Defect Elimination, Global Risk & Control, Workforce Management, and Associate Tools, positioning Amazon to expand into new markets and launch category-defining products.
• By harmonizing technology, operations, and product development, my teams built a scalable global support platform that elevated the seller experience and reinforced Amazon’s position as the preferred marketplace for millions of sellers worldwide.

Nov 2014 – Apr 2015 · 5 mos

• As an executive leader at Inchcape plc (LON: INCH) a global automotive distributor headquartered in London, I oversaw all customer service functions and delivery operations. As a Management Board member, I drove strategic initiatives across front-line operations, customer administration, fulfillment, complaints management, project execution, and technology implementation.
• I led efforts to elevate the customer experience, ensuring every interaction aligned with our commitment to excellence. By optimizing customer service operations, managing complex projects, and implementing end-to-end technology solutions, I delivered seamless and efficient services that consistently exceeded expectations.
• Under my leadership, we maintained a relentless focus on customer satisfaction, operational efficiency, and fulfillment, driving Inchcape’s success and reinforcing its reputation for service excellence.

Mar 2012 – Oct 2014 · 2 yrs 7 mos

• As an executive leader of global delivery operations, I oversaw large-scale teams and client partnerships across the UK, Europe, US, and Asia Pacific, serving prominent FTSE 100/250 and Fortune 500 companies. My mandate was to drive transformation, growth, and operational excellence across diverse industries.
• I led end-to-end sales and service, customer care, acquisition and retention, and specialized functions including collections, digital operations, bilingual support, and multi-channel corporate and retail banking. My portfolio also spanned high-value domains such as card servicing, pensions management, disputes and chargebacks, and regulated complaints.
• Through strategic innovation and a client-centric approach, my teams delivered measurable impact—streamlining operations, improving regulatory outcomes, and deepening client partnerships. These efforts consistently drove business transformation, operational efficiency, and market leadership for some of the world’s most recognized enterprises.

May 2008 – Apr 2012 · 3 yrs 11 mos

• As a Management Board member at Inchcape, I led all customer service and delivery operations for the company’s global automotive distribution business (IFS). My remit spanned front-line operations, fulfillment, complaints management, project execution, and technology integration, with a mandate to transform service delivery across multiple markets.
• I drove end-to-end transformation focused on scale, precision, and customer experience—implementing systems and strategies that consistently exceeded customer and partner expectations. By aligning people, process, and technology, my teams delivered operational excellence while reinforcing Inchcape’s reputation as a service leader in global automotive distribution.
• This work elevated customer experience and execution across a multi-country enterprise, grounded in a relentless focus on quality, trust, and delivery.

Feb 2006 – May 2008 · 2 yrs 3 mos · United Kingdom

• Led customer service strategy across OCS Group — centralizing operations, driving digital transformation, and optimizing cost across shared services.
• Delivered meaningful efficiency gains through tech integration (SAP, CRM), site rationalization, and streamlined delivery models. Positioned the business as a recognized leader in customer service within the services industry.
• Built scalable, tech-enabled service operations that drove cost reduction and performance lift across a national footprint.