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Work Background
Digital Brain & HumAIn AcademyChief Commercial Officer
Nov. 2025Malta, QormiLead the day-to-day operations while driving the strategic initiatives that power the company’s growth.
Act as the bridge between strategy and execution, setting up efficient operational frameworks, ensuring alignment across departments, and turning business goals into measurable results.
Zanzi HomesChief Operating Officer
Sep. 2024 - Oct. 2025As the Chief Operations Officer I oversee the company’s day-to-day operations, ensuring alignment with our strategic goals. My responsibilities include driving operational efficiency, leading cross-functional teams, and ensuring seamless collaboration across all departments. In this role, I’m focused on optimizing processes, enhancing productivity, and fostering a culture of excellence to support the growth and success of QLZH Group. Additionally, I manage the development and implementation of new systems, ensure compliance with legislation, company policies, and contribute to long-term business planning.
QuickLetsChief Operating Officer
Sep. 2024MaltaAs the Chief Operations Officer I oversee the company’s day-to-day operations, ensuring alignment with our strategic goals. My responsibilities include driving operational efficiency, leading cross-functional teams, and ensuring seamless collaboration across all departments. In this role, I’m focused on optimizing processes, enhancing productivity, and fostering a culture of excellence to support the growth and success of QLZH Group. Additionally, I manage the development and implementation of new systems, ensure compliance with legislation, company policies, and contribute to long-term business planning.
Infinite FusionChief Operations Officer
Aug. 2023 - Sep. 2024Qormi, Malta
Centrecom - Premium Customer Service SolutionsChief Operating Officer
Dec. 2020 - Aug. 2023Mosta, MaltaOversee and direct activities across three business areas, namely the Contact Centre Operations, Airline Revenue Accounting Operations and Airline Representation Operations.
Responsible for overseeing and guiding all heads of department and respective management/leadership teams towards reaching goals aligned with the group's vision and long-term strategy.
World Aviation GroupHead Of Operations
Feb. 2017 - Dec. 2020Luqa, MaltaOversee and direct activities of a number of campaigns along with all staff assigned including the Client Relationship Manager, Project Executives, Team Leaders, Lead Agents and Agents.
Responsible for the Work Force Management Team and all tasks the department is accountable for, including Forecasting, Rostering and associated Reporting.
Responsible for all aspects of operations which include but are not limited to monitoring staffing, training, provision of excellent clientele service and problem resolution.
Guide Team Leaders and Project Executives in meeting all team and individual goals.
Ensure compliance with all established policies and procedures.
Focus on business optimisation and creation of operations procedures to improve efficiency within the company.
Responsible for regular interactions with all the company departments and the management team.
Maintain an open line of communication between staff and senior management
Yellow, Discover LocalSales Manager
Jan. 2017 - Feb. 2017Covering the role of Sales Manager in addition to retaining the role of Call Centre Manager Additional allocation of 1,170 Malta clients
Further opportunity to manage 4 additional face to face reps
Now responsible for 72% of the company client base and 50% of the annual company revenue
Yellow, Discover LocalCall Centre Manager
Aug. 2012 - Feb. 2017Responsibilities include:
1) Recruitment
Increased staff complement by 86%
Maintained an average annual turnover of less than 15% 2)Call Centre quality control
Feedback of procedural errors / complaint outcomes
Call Quality Monitoring
Training for new Reps
Ongoing Coaching for all Reps 3)Career Path & Personal Development
Monthly 1:1s for all Reps
Ongoing Personal Development Programme for all Reps
Coached & Developed Rep to Supervisor Role
Coached & Developed Rep to Coaching Role 4)Document Controls
Setting up & Maintaining department DOPs and Forms
Record Keeping of all Training & Coaching Documents
Appropriate Documentation of Performance & Behavioral Management
Compilation of Call Centre Reports to be presented to the board of directors 5)Call Centre Profitability
Doubled Call Centre Profitability through:
Maintaining a stable work force
Automating a number of processes by sourcing and replacing new IT Software
Increasing and finding the right balance of workload in the Call Centre
Introducing the use of electronic payment methods Additional Notes: 2013 - Invited to join the Business Development Committee responsible for:
Product Development
Market Research
Data Analysis
Prioritisation of Company Strategic Imperatives
Compilation of Short & Long term Company Objectives 2014 - Added more tasks to be handled by the Call Centre, in addition to outbound sales, in order to increase the company's efficiency and productivity 2014 - Took responsibility of all the company's Gozo Client Base
Customer segmentation carried out in order to obtain the right balance between clients contacted by the call centre as well as clients contacted face to face
First opportunity to manage face to face Reps 2015 - Additional allocation of 1,075 Malta clients placed under my management
Further opportunity to manage face to face Reps Now responsible for 63% of the company's client base and 30% of the company's annual revenue 2016 - Call Centre Staff Complement increased by 25%
HSBCStructured Coaching Coordinator
Mar. 2009 - Aug. 2012MaltaResponsibilities included:
1) Call Centre quality control - Feedback of procedural mistakes
Complaints analysis
Call Quality Monitoring
Call Quality Coaching for Reps
Call Quality Coaching for Team Leaders
Call Quality coaching for Team Managers 2) Document Controls
Document checker/version controller
Liaison with document owner to ensure updated versions maintained 3) Structured Coaching
Coaching recommendations to Team Managers for Reps
File Reviews aimed at ensuring appropriate coaching and support is provided to Reps 4) Liaison with other call centre sites
UK
Scotland
Bangalore
Manila
Hyderabad
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