About Sasheen murray

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I help SaaS, Product and Service based founders and CEOs assess where their customer experience (CX) systems stand today and provide tailored recommendations to improve and streamline their operations to upscale their customer delivery and engagement. 

Through consulting and assessment services, I identify opportunities for growth and work alongside companies to implement solutions or provide advisory and guidance on navigating their CX operations more effectively. 

This proactive approach ensures businesses can prevent issues before they escalate and build better trust with their customers.

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.

Over the years, I’ve seen amazing products and services fall short—not because of what’s being sold, but because behind-the-scenes issues get in the way.

Those internal challenges—messy processes, overlooked service gaps, or over-reliance on automation—shape how customers feel about your business and whether they choose to return.

Often, service and operation teams are so busy handling day-to-day requests that they can’t spot opportunities to improve, or the business hasn’t built a CX system that can scale.

That’s where I come in. I bring a fresh perspective to uncover what’s holding you back and deliver clear, actionable strategies to streamline service, improve satisfaction, and boost retention.

1. Streamlined workflows and processes that make service delivery faster and more efficient
2. Clarity on the root causes of customer pain points—so issues get fixed at the source
3. Simplified onboarding for new customer service agents to get them ramped up quickly
4. Proactive strategies to address potential customer issues before they become problems
5. Clear, scalable SOPs to support consistent service across your team
6. Optimized use of your existing software to improve service speed and quality
7. Insight into how business policies impact CX and where adjustments can boost retention
8. Detailed customer journey maps that reveal gaps and opportunities across the experience
9. A fresh, external perspective on how to serve customers better and stand out from competitors

Before starting my business, I worked in customer-facing roles across industries—from small shops, hotels, affordable housing programs to large national corporations—seeing firsthand what makes (and breaks) great service.

A company layoff pushed me to start freelancing, giving me the flexibility to work from home as a new mom. I leaned into my skills, attracted long-term clients, and quickly saw how small changes in systems could transform the customer experience.

Over the years, I’ve developed a knack for spotting patterns, fixing bottlenecks, and helping businesses create experiences that keep customers coming back. After 25+ years, I’m still passionate about helping companies gain clarity, improve their systems, and deliver service their customers love.