Wilma D'Souza

A 15-person team was sitting at 37% customer satisfaction and needed a rapid turnaround without extra resources or a ready-made playbook.

Worked with each person individually, identified what was getting in the way, introduced clearer accountability and used consistent coaching and recognition to rebuild both capability and confidence.

Customer satisfaction reached 98% within 30 days. Team members later progressed into trainer, auditor and management roles.

Owned a pan-India upsell operation across multiple locations with an annual target of 3 crores.

Stayed close to customer conversations, team performance and vendor delivery, using the information coming from the front line to improve execution and identify genuine expansion opportunities.

Delivered more than 8 crores against the 3 crore target while managing quality and operational performance across the programme.

Built and delivered a coaching business serving hundreds of clients across multiple countries, owning the relationship from first contact through ongoing support.

Started with the client's definition of success, tracked progress, checked in proactively and used coaching to work through the real blockers behind stalled action.

Hundreds of testimonials, strong referral-led growth and no client complaints reported across five years of the business.

After months of consistent outbound activity, the existing approach began producing weaker qualified bookings and show-up performance.

Reviewed the conversations, changed the approach rather than waiting for instruction, tested the revised messaging and coached new team members on the updated process.

Performance recovered, with an 85% show-up rate maintained and 500K+ in revenue generated across the wider 14-month period.