Founder & Director
I’m an American national with nearly 30 years in the Customer Contact industry.
I opened my company OmniTouch International 18 years ago and facilitate practical and engaging workshops and speeches that develop Contact Centre mastery, improve Customer Service delivery and advance Customer Experience know-how.
I’ve worked with more than 50,000 Participants in more than 40 countries. I’m thrilled to do what I love.
A lot of folks – from new Team Leaders to the most seasoned management practitioner – end up in the Contact Centre, Customer Service or Customer Experience profession by accident.
Or they were promoted up through the ranks while trying to haphazardly learn on the job as they go.
What I’m really good at is equipping & inspiring folks with the formal know how and skills to do their CC, CS & CX jobs better – from senior management through to the Frontline.
Credentials-wise, I’m a CXPA Authorized Training Partner, a Certified Customer Experience Professional (CCXP), an ICMI Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the 00s.
I’m probably the only person in the world with this set of credentials + 18 years of experience serving global Clients.
But my most important credential is what Clients & Participants say. We’ve received thousands of positive testimonials – hundreds of which can be found on our website and also LinkedIn.
By education I’m an accountant and by earlier work experience I was VP, Contact Centre Operations in both the US and Asia.
And I continue to write regular blog posts and share video posts because I believe that’s what industry professionals do.
Feel free to reach me at email@example.com