ABOUT

I believe better operations create better experiences.

I’m Ana — a Customer Operations and Operational Excellence leader with 13+ years of experience in international healthcare and SaaS environments.

I’ve spent my career close to the realities of customer-facing operations: leading teams, improving service delivery, solving operational challenges and turning complex change into something that actually works.

HOW I WORK

Practical by nature.
Hands-on by choice.

My approach starts with understanding what is really happening — not just what a process says should be happening.

I like getting into the detail, understanding where things are getting stuck and bringing people, processes and priorities together to create better ways of working.

Whether an organisation is scaling, transforming, going through a period of change or simply knows that something could work better, I focus on solutions that are realistic, measurable and built to last.

I’m comfortable moving between strategy and execution. I can step back to look at the operating model and the bigger picture, but I’m equally comfortable getting close to the day-to-day operation to understand what needs to change and help make it happen.

CURIOSITY & TECHNOLOGY

Always looking for a better way.

I’m naturally curious about technology and the role it can play in improving how organisations operate.

I enjoy learning about emerging technologies — particularly AI and automation — and understanding where they can genuinely simplify processes, support teams and improve customer experiences.

For me, technology is most valuable when it solves a real problem — not when it’s introduced simply because it’s new.

WHAT I BRING

Experience without the permanent-hire commitment.

Operational Leadership

Senior support to lead, stabilise or strengthen customer-facing operations.

Transformation

Turning complex operational challenges into practical changes that teams can actually implement.

Customer Focus

Improving operations without losing sight of the people they ultimately exist to serve.

Practical Execution

Moving beyond recommendations to help turn decisions into measurable action.

WORK WITH ME

Need experienced operational support without another permanent hire?

I work with organisations through fractional and interim leadership, transformation projects and focused advisory support.

Let’s talk →