• What’s the most memorable customer interaction you’ve had?

Every customer interaction is memorable to me because I’m obsessed with creating exceptional experiences. Each time a customer feels heard and their needs are met, it excites me and fuels my drive to keep raising the bar. For me, every satisfied customer is a story worth remembering.

• How do you see customer support evolving in the next 5 years?

Customer support will become smarter, more proactive, predictive, and powered by AI, but the human touch will remain irreplaceable. In the next 5 years, I see technology handling routine issues faster, while customer-facing teams focus more on building trust, solving complex challenges, and driving loyalty through empathy and relationship building.

• What’s one tool or technology you wish existed to make support easier?

If I could wish for one tool, it would be something close to reading the minds of our customers so we always know how to keep them happy. Practically, that would look like a unified platform that integrates customer data across all touchpoints and provides real-time sentiment analysis during live interactions. This way, support teams wouldn’t just react; they’d anticipate, respond with empathy, and deliver precision-driven experiences that truly delight customers.

• What’s a small daily habit or ritual that helps you reset during busy days?

Daily planning keeps me grounded. Breaking my tasks into smaller goals and ticking them off one by one gives me momentum. And when I need a reset, I turn to music or a short movie break; it helps me recharge and get back into flow.

• If you could give one piece of advice to someone new in customer support, what would it be?

My advice is simple: solve beyond the script. A script is a guide, not a cage. The real magic happens when you connect with the human behind the request. Listen, empathize, and personalize your response. That’s how you create experiences customers never forget