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 Over the past years, I have had the opportunity to manage customer experience (CX) and contact center operations for global clients across Japan and Malaysia. At first, hitting KPIs such as CSAT, AHT, or Service Level often felt like an uphill battle. But through a data-driven approach, team coaching, and a deep focus on customer relationships, we achieved consistent improvements: 📈 Raised CSAT from the 60s to the 80s 📊 Turned red service levels into green in just a few months 🌐 Built strong trust with global clients, leading to project expansion These experiences taught me that CX excellence is not luck, but a process that can be repeated and scaled. Now, I am exploring ways to share this