Home About Services Career Sattvyaa Contact

Services

Corporate consulting
that actually works

Workshops, consulting, and coaching built from 20+ years inside some of Australia's largest regulated organisations — not from a textbook.

20+
Years inside large regulated organisations — I know how they actually work
5
Industries — telecommunications, financial services, government, insurance, education
2
Distinct disciplines — CX & complaints resolution, and qualified nutrition & wellness

How it works

Simple, clear,
no surprises

01
You reach out
Send a brief message via the contact page describing what you need and the rough size and context of your team or organisation.
02
We have a conversation
A 20–30 minute call to understand your specific situation, goals, and what success looks like for you. No pitch. Just clarity.
03
I send a proposal
A clear, tailored proposal covering scope, format, timing, and investment. Customised to your needs — not a generic package.
04
We get to work
Workshop, consulting engagement, or coaching program delivered with full preparation, clear outcomes, and follow-up support.

Customer Experience & Complaints

For organisations that want
better outcomes for their customers

Built from 15+ years managing the most complex end of customer complaints — TIO escalations, executive matters, formal reviews, and high-stakes sensitive cases across telecommunications, financial services, and government.

Half-day workshop

Difficult Conversations
Masterclass

Most teams are trained on process. Very few are trained on the human side of high-pressure interactions — what to do when a customer is furious, grieving, or in crisis. This workshop changes that.

Drawing on 15+ years at the escalation end of customer experience, this session gives your team practical frameworks for reading what's really happening, responding with composure, and achieving outcomes that are both fair and defensible.

What your team walks away with
A framework for reading emotional escalation before it peaks
Language tools for de-escalation without capitulation
Techniques for maintaining composure under sustained pressure
A clear model for balancing empathy with accountability
Confidence to handle sensitive and complex cases independently
Workshop details
Format Half-day in-person or virtual workshop
Duration 4 hours including exercises and Q&A
Group size Ideal for 8–15 participants
Best for CX teams, contact centre staff, complaints officers, team leaders
Investment Custom quoted — contact for pricing
Enquire about this workshop
Half-day or full-day workshop

Complaint Intelligence
Workshop

Most organisations manage complaints. Very few use them strategically. This workshop helps CX and operations leaders shift from reactive complaint handling to proactive complaint intelligence — turning escalation data into systemic improvement.

Based on real-world experience identifying and escalating systemic gaps across regulated government, telecommunications, and financial services environments.

What your team walks away with
A framework for extracting systemic insight from individual cases
Methods for identifying root cause vs presenting issue
A structured approach to escalating complaint intelligence to leadership
Templates for trend analysis and evidence-based reporting
A roadmap for building a complaint-intelligent culture
Workshop details
Format Half-day or full-day in-person or virtual
Duration 4–6 hours depending on scope
Group size Ideal for 6–12 participants
Best for CX directors, operations managers, complaints leads, quality teams
Investment Custom quoted — contact for pricing
Enquire about this workshop

Consulting engagement

Human-Centred
CX Consulting

For organisations that want to go deeper than a workshop — a structured consulting engagement to review, redesign, and improve how your complaints and escalation processes actually feel to customers.

This isn't a theoretical audit. It's an experienced practitioner looking at your processes the way a customer would — and the way a regulator might — and helping you close the gaps before they become problems.

→ End-to-end complaints process review and gap analysis
→ Customer journey mapping from the customer's perspective
→ Escalation pathway redesign and triage framework development
→ Stakeholder communication templates and reporting frameworks
→ Evidence-based recommendations with prioritised implementation roadmap
Discuss a consulting project
What a typical engagement
looks like
1
Discovery (Week 1–2) Stakeholder interviews, process mapping, document review, and gap identification across your complaints and escalation environment.
2
Analysis (Week 2–4) Root cause analysis, complaint pattern identification, and benchmarking against best practice in regulated environments.
3
Recommendations (Week 4–6) Clear, prioritised recommendations with implementation guidance — practical, realistic, and tailored to your team's capacity.
4
Follow-up support Optional coaching support for team leaders and managers during implementation phase.

Corporate Wellness

For organisations that want
healthier, more resilient people

Delivered by a Nationally Recognised Nutritionist (NCA) who also works inside corporate environments. Science-backed, practically grounded, and designed for real workplaces — not wellness brochures.

Half-day workshop

Stress, Cortisol &
Workplace Performance

Chronic stress is the hidden driver behind most performance issues, poor decision-making, and team friction in high-pressure workplaces. This workshop teaches your people the science behind what stress actually does to the body and brain — and gives them practical, evidence-based strategies to manage it.

Delivered by a qualified nutritionist who works in corporate environments and understands the difference between wellness theory and what actually holds up on a Tuesday afternoon with a full inbox.

What your team walks away with
Understanding of how cortisol and stress hormones affect performance and decision-making
Practical nutrition and lifestyle strategies to regulate energy and reduce burnout
Simple daily habits that reduce stress load without requiring major lifestyle change
Tools for managing energy — not just time — across the working day
A sustainable approach to performance that doesn't rely on willpower
Workshop details
Format Half-day in-person or virtual workshop
Duration 3–4 hours including practical exercises
Group size Up to 20 participants
Best for All corporate teams — particularly high-pressure environments, CX, complaints, operations, and leadership teams
Investment Custom quoted — contact for pricing
Enquire about this workshop
Multi-session program

Women's Wellness
in the Workplace

A structured multi-session program for organisations committed to supporting the health and performance of their female workforce. Covering the unique physiological and hormonal factors that affect women's energy, cognition, mood, and performance — and what organisations and individuals can practically do about it.

Designed for HR teams and People & Culture leaders seeking evidence-based, credentialled wellness programming that goes beyond generic wellbeing content.

Program covers
Hormonal health and how it affects energy, focus, and mood across the cycle
Gut health and its direct connection to mental clarity and stress resilience
Nutrition for sustained cognitive performance in demanding roles
Managing cravings, energy crashes, and decision fatigue practically
Program details
Format 4 x 90-minute sessions — in-person or virtual
Duration Delivered over 4–8 weeks
Group size Up to 15 participants per cohort
Best for HR Directors, DEI leads, People & Culture teams, organisations with women's ERGs
Investment Custom quoted — contact for pricing
Enquire about this program

Who this is for

The right fit for
the right organisations

🏦
Financial Services & Insurance
Banks, insurers, superannuation funds, and financial advisories dealing with complex member or client complaints in regulated environments.
📡
Telecommunications
Telcos and ISPs managing TIO escalations, executive complaints, and high-volume complex customer issues at scale.
🏛️
Government & Public Sector
Federal and state agencies managing participant complaints, internal reviews, and stakeholder communications within legislative frameworks.
🏥
Healthcare & Allied Health
Healthcare organisations and allied health providers managing patient complaints and sensitive escalations requiring empathy and compliance.
👥
HR & People Teams
HR directors and People & Culture leaders seeking credentialled wellness programming and communication skills training for their workforce.
📈
Any Organisation That Cares
Any regulated or high-pressure organisation that understands that how you treat customers and how you look after your people are directly connected to commercial outcomes.

Ready to have a
real conversation?

No pitch decks. No generic proposals. Just a direct conversation about what your team needs and whether I can help.

Get in touch Learn about Leena