I help businesses assess where their customer experience (CX) systems stand today and provide tailored recommendations to improve and streamline their programs.
Through consulting and assessment services, I identify opportunities for growth and work alongside companies to implement solutions or provide guidance on navigating their systems more effectively.
This proactive approach ensures businesses can prevent issues before they escalate.
An optimized CX system not only pinpoints problems in the customer journey but also addresses internal operational challenges, saving significant time and money. With the right structure in place, support teams can quickly resolve issues, implement improvements, and deliver exceptional customer experiences.
Before starting this business, I gained extensive experience in customer and client-facing roles across a variety of industries and business types. From small mom-and-pop shops to large national corporations, I witnessed the full spectrum of customer support—the good, the bad, and the ugly—and how businesses approach working with their teams to deliver exceptional service.
A company layoff was the catalyst for my journey into freelancing. As a first-time mom, I couldn’t imagine stepping back into the traditional 9-to-5 grind. I needed flexibility to work from home and be available for my son when needed. Trusting my instincts, I leaned into my skillset and took the leap.
After some trial and error, I began attracting clients, many of whom turned into long-term engagements. I found myself not only managing customer service tasks but also identifying areas where businesses could improve their systems and experiences. Over time, I noticed recurring patterns and common opportunities for improvement. When clients were open to change, I implemented solutions that led to better customer experiences and, most importantly, happier customers.
After 25+ years I'm still at it and happy to help see businesses gain clarity and understanding about their customer experience systems and delivery.
I’m passionate about helping online and underserved business owners elevate their customer experiences using the knowledge and insights I’ve gained over the years. Many businesses offer incredible products or services with great potential for revenue, but behind-the-scenes challenges often hinder their success.
These internal issues directly impact how customers perceive and interact with the business, ultimately influencing their decision to return—or not.
Customer support and service departments are often generalized, either as teams handling basic customer inquiries or overly automated systems that eliminate human interaction altogether.
In many cases, customer service teams are too caught up in daily tasks to identify improvement opportunities, or the business hasn’t fully developed its CX system or strategies.
That’s where I step in. As a CX expert, I bring a fresh perspective to uncover the hidden opportunities and . provide actionable strategies to enhance service delivery and improve customer satisfaction.