Ana Frith

I’m a performance-driven leader with experience in call centres, operational coordination, KPI analysis, escalation management, and team development. I believe people management is similar to project management—each team member needs structure, support, training, and continuous development.

In my current role as a Customer Service Advisor, I’m achieving and exceeding KPIs including AHT, QA, CSAT, and NPS. I handle escalations with professionalism and empathy, and I support and coach new team members while improving customer service processes.

Previously, I served as a Manager for three online stores, where I improved workflows and efficiency and managed complex complaints and legal procedures. I also focused on training and developing team members to strengthen operational consistency and service quality.

Earlier, I worked at PwC as a Compliance, Legal & Finance Executive, supporting senior solicitors, performing financial and operational analysis, and managing corporate complaints through international team collaboration. Alongside my professional experience, I’m building deeper technical expertise with a Master’s in Artificial Intelligence.