Before starting this business I had a long history of working in customer or client facing roles ranging in industry and businesses. I’ve worked in small business mom and pop shops to large national corporations and have seen my share of the good, bad and ugly sides of customer support and how businesses view and work with their teams on customer service delivery.
A company layoff got me started in freelancing. I was a first time Mom and could not see myself starting out in another 9-5 position. I wanted flexibility of hours and working from home so I could be accessible if my son needed me. It seemed to make a lot of sense, I trusted my gut, leaned into my skillset and I got started.
After some trial and error with my profile I started to get clients and many of those engagements ended up being long term projects for customer service. I was either working in their business in Customer Service or completing tasks that a Customer agent or manager would.
This led me to notice more and more similarities on the opportunities businesses had in improving their customer service systems and customer experiences. There were definite patterns I could identify and if the client was receptive I was able to fix their issues which resulted in improved customer experiences and happy customers.
I want to help more online and undeserved business owners improve their customer experiences with the information and knowledge I’ve collected over the years. So many businesses have fantastic products or services to offer, revenue to be made and so many times things don’t work out due to what happens behind the scenes. This greatly affects how customers experience their products or services and their decision to continue to patron the business or not.
Customer support and service areas of business tend to be generalized in that the team is there for the customer questions or the department can be super automated to the point where you don't need to speak with the customer at all.
Either Customer Service teams are too far into the daily activities to see where opportunities are or this area of the business is not fully developed. Here’s where I come in, a CX (Customer Experience) expert with fresh eyes that can help point out where the opportunities are and provide actionable strategies to achieve the level of service and success companies are seeking to get to with their customers.
I guide businesses to understand where their CX system is today, then provide recommendations to improve and streamline their CX programs and systems.
I offer consulting and assessment services to help identify opportunities and work with companies to implement them or provide resources on how to best navigate their systems so they become more proactive and preventative.
Having an optimized CX system set up to identify problems in the customer journey as well as possible internal operational issues can ultimately save time and a ton of money.
This way CS support teams can quickly identify problems so that improvements can be made quickly and customers have better experiences in their purchase of products or services. To view my current offerings visit my service page here.