Mehdi Azouay

I help small businesses fix and optimize their customer service operations — faster response times, stronger team performance, and higher customer satisfaction scores.

With 10+ years of hands-on experience across BPO, healthcare, tech, and financial services, I've worked at every level of the service function — from frontline rep to managing 60–70 person multilingual contact centers across 7 markets. I've led teams in Canada, Poland, and Morocco, managed global accounts for Microsoft and Western Union, and delivered results across cultures, time zones, and organizational structures.

Here's what that looks like in practice:

▶ Improved CSAT from 4.0 to 4.5 stars in 4 weeks by analyzing customer surveys, identifying underperformers, and running structured weekly coaching sessions — Tech sector

▶ Cut response time from 7 days to 24 hours in 6 weeks by implementing productivity tracking, live shadowing, and process redesign — Healthcare sector

▶ Raised global training completion from 70% to 90% in 3 months by auditing curriculum gaps and standardizing best practices across 4 continents — Financial services

My approach is simple: diagnose the root cause, build a targeted action plan, and execute until the numbers move.

I'm bilingual in English and French, Lean Six Sigma certified, and experienced with Salesforce, SAP, and Genesys.

If your customer service operation isn't performing the way it should — let's talk.