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Leadership · FeaturedHow to Build Trust in a Team (What I’ve Learned So Far)
Trust doesn’t come with the job title. Here’s what actually builds it: the right knowledge, defending your team, keeping small promises, and knowing when to show doubt.
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AI for Managers: How I Actually Use It to Manage People
Search for “AI for managers” and you’ll find executive courses from MIT and Wharton thought pieces. All fine. None of them look…
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Advice for First-Time Managers: What I Wish I Knew
Let me start with the thing nobody tells you when you are chasing a management role. You might get told you are…
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AI in Customer Support: What It Actually Does (and Where It Falls Apart)
AI in customer support can reduce ticket volume dramatically. But it also hallucinates cancellations and misreads intent. A support manager’s honest take…
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Empathy in Customer Service: The Skill AI Can’t Fake
Empathy in customer service isn’t a soft skill anymore. It’s the one thing AI consistently gets wrong.
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Human Skills in the Age of AI
I’ll start with a confession: the thing I use AI for the most, every single day, is help with English. I work…
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Why I Started a Blog Called Thoughts & Coffee
This blog exists because of a challenge. My manager, Juana, pushed the team to build something using the tools we work with…