With over two decades of experience across customer service, outsourcing and customer experience, Sandrea shares the journey that has shaped her career and leadership style.

The conversation explores how customer service has evolved into a much broader customer experience role, with a focus on creating effortless journeys, reducing customer contact and acting as the voice of the customer across the business. She also discusses the importance of understanding your strengths, building balanced teams and bringing people with you to drive results.

Sandrea reflects openly on topics such as imposter syndrome, the value of hard work, and why leading by example remains central to her approach. She also shares her passion for developing others, helping people find roles where they can thrive and creating environments where individuals feel comfortable being themselves.

A thoughtful conversation with plenty to take away on leadership, customer experience and the power of focusing on what you do best.