About

As a customer experience and operations leader I focus on simple systems that scale. By day I lead a large customer service organization. I work with sales, operations, product, development, and finance to align goals, clean up processes, and improve the customer experience. I care about people, numbers, and results, in that order.

My consulting work, CX-Strong, reduces implementation friction and speeds time to value. Many teams lose trust during onboarding. Handoffs are messy, expectations are vague, and leaders lack a clear view of what is happening. I fix that with clear roles, simple workflows, and visible metrics. You see faster go live, fewer escalations, and better retention.

My approach is practical and data first. I listen, map the current state, define target outcomes, and install a small set of metrics that drive behavior. I coach leaders to remove blockers, manage the business, and develop people. I use the CX-Strong Framework, a five step model that ends with Delight. You can choose guided templates, mentorship and working sessions, or full implementation.

Clients tell me they value clarity and calm execution. I translate goals into plain language and tie them to revenue. If that is what you need, let’s talk.