Services
Three practice areas built on the same foundation: decades of hands-on operations delivery, and an honest read on what will actually work for your situation.
BPO & CX Advisory
For companies outsourcing customer operations, and for the BPOs that serve them.
Cost is never the wage rate alone. The right answer weighs skills, education, experience, and the full facility and operating cost picture, and it is different for every client. We have sat on both sides of the table: running BPO operations with full P&L accountability, and governing outsourced vendors for enterprise buyers.
- Vendor selection and end-to-end RFP management, from requirements through MSA and SOW negotiation
- Multi-site, multi-country vendor governance and QA frameworks
- SLA recovery for underperforming programs
- CCaaS platform strategy and contact center transformation
- Offshore and nearshore strategy, with deep experience in the Philippines, India, Belize, Honduras, and China
- Capacity planning, labor market analysis, and site selection
Representative outcome: led an RFP across 30 vendors for a top-5 US P&C brokerage, then onboarded the replacement and restored full SLA compliance within 90 days on a 998-FTE program.
Commercial Insurance Consulting
For carriers, brokers, MGAs, and insurance-focused BPOs.
Insurance operations problems rarely have a single cause. We bring working knowledge of Commercial Property, General Liability, Workers' Compensation, Commercial Auto, and Excess & Surplus lines, applied to the operational side of the business: claims, underwriting support, and the processes that connect them.
- Claims operations assessment and transformation
- Insurance automation feasibility and phased implementation roadmaps
- Fraud mitigation framework evaluation
- Shared services and back-office optimization
- Loss run analysis, claims reserving review, and coverage gap analysis
- Insurance BPO operations and vendor oversight
Representative outcome: assessed insurance automation feasibility for a multinational carrier and delivered a phased AI implementation roadmap targeting a significant reduction in first-notice processing time.
AI Model Evaluation & LLM Training Data
For AI labs and enterprises that need domain experts, not just annotators.
A model is only as good as the evaluation that measures it. There is no perfect benchmark for every model; the craft is building the right mix of evaluation tasks for the specific capability being measured. We design and quality-assure evaluation content at the domain level, with current hands-on work for a frontier AI lab in commercial insurance.
- Domain-expert evaluation design and realistic multi-document case construction
- Grading rubrics, scoring calibration, and benchmark development
- Ground-truth validation, including Python-based data pipelines
- Stress-testing model outputs for accuracy, hallucination, and reasoning quality
- Human-in-the-loop training data strategy and QA
- Insurance-specific LLM evaluation: underwriting, claims, and coverage analysis scenarios
Representative outcome: built the underwriting and claims evaluation scenarios used to benchmark LLM performance across five commercial lines for a frontier AI lab.
