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Hi I’m Michelle, establishing my training and research company Optimum Operating Procedures and Services, better known as O.O.P.S. in 1994. My key focus and passion pertains to service delivery and the expectations of the twenty-first century customer through mapping the journey of today’s customer. I believe no matter the industry, service is the key point of difference in creating the human connection. Today’s customer is more connected, competitive, optimistic and relentless in their pursuit of value, driving the changes in how businesses (even large corporations) deliver their product or service.
An author of two books, weekly podcast, proprietary research software developer, leadership development and training courses with a client base that spans over three decades in the Hospitality industry, Certified Speaking Professional and an advocate for women in business, I love what I do, who I work with developing their potential, uniting teams and growing businesses.