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 […]
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 on what works, what breaks, and how to start.
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.
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.
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