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CX SYSTEMS & OPERATIONS
AI & AUTOMATION BUILDER
SIX SIGMA BLACK BELT
AGENTIC AI CERTIFIED
AUTHOR
I help teams build customer operations that scale, and put AI to work where it saves real time, driving retention, revenue and brand reputation. I work with founders, business leaders, customer service leaders and their teams to build strong habits and structure their operations to deliver results. I partner with B2B and B2C companies, from Series A startups to enterprise SaaS, typically with $1M to $200M in revenue and 10 to 2,000 employees. Unlike many consulting firms that leave you with a list of recommendations and a "good luck" handshake, I roll up my sleeves and work side by side with you to bring strategies to life.
What I do
A Global Track Record of Scalable CX Success
I build and run customer operations that scale. I've led global customer service functions for hypergrowth startups in Berlin and enterprise SaaS companies in the US, across SaaS, e-commerce, travel tech, government tech, micro-mobility and e-mobility.
Along the way, I've grown teams through rapid scale, designed QA and coaching programs that kept quality consistent, and connected the help desks, CRMs and knowledge bases that agents rely on every day.
Today, AI is at the center of my work. I map where the time goes, coach people to use AI tools well, and build the agents and automations worth building. Fluent in English, French and German, I bring a global perspective to every engagement.
I've worked at...
Credentials & Thought Leadership
Featured In...
My work has been featured in respected business journals, where I’ve published six well-regarded articles on CX strategy and service innovation.
I hold a Master’s degree in Business Administration with a specialization in International Relations from Hochschule Furtwangen University. I'm also a Six Sigma Black Belt, hold a Virginia Tech certificate in Applied Agentic AI, and am the author of The Customer Experience Advantage, available on Amazon.
Beyond consulting, I share practical insights on CX leadership through my YouTube channel and digital content platforms. My mission is to help companies unlock long-term growth through exceptional customer experiences that build trust, loyalty, and advocacy.
I was raised in France by French and German parents, and worked in both France and Germany before relocating to New York City, a background that has deeply shaped my worldview and work ethic. When I’m not partnering with businesses to build better CX, you’ll find me investing in enriching experiences in my personal life. I’m passionate about fitness and Thai Boxing, and I love taking long walks through Central Park with my neighbour’s dog. I cherish spending time with my wife and family, exploring my interests in history, geopolitics, cooking, and enjoying great food.