I'm a customer-service team leader and quality-assurance professional with more than three years in fast-paced BPO environments, and the editor of Tech & AI Daily.
I spent those years on the floor rather than in theory: managing a team of 40 agents on Amazon's US and UK retail account, running structured call and chat audits, building scorecards and feedback loops that had to actually move quality metrics, and handling reservations for an international hospitality account. Four roles in under two years, each one earned by fixing something measurable.
Tech & AI Daily grew out of the same instinct. Support and operations teams are among the first groups whose daily work is being reshaped by AI tooling, and most coverage of that shift is written for investors or engineers rather than for the people running the floor. I cover the technology news that matters, and I write about what it means for the kind of teams I've actually managed.
See the complete work history and education →
Every news article on this site names the reporting it is based on and links to it. Where I add my own read on a story, it appears in a clearly-marked Editor's Take block so you always know which part is reporting and which part is my opinion. Articles filed under Opinion are original commentary written from my own experience, not derived from anyone else's reporting.
I use AI assistance in drafting, and I say so on every article that involves it. What AI does not do here is decide what's true — claims are checked against the source before publishing, and corrections are made openly. The full policy is on the editorial policy page.
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