CUSTOMER Is What I Do
I specialize in evaluating and improving EVERY aspect of the Customer Experience.
The Blind Spot Audit
Contact Center Efficiency & CX Alignment
Most efficiency projects are scoped and measured without ever asking what they cost the Customer. I will develop or simply evaluate proposed and existing efficiency initiatives, including staffing changes, script rewrites, and automation rollouts, specifically for missed opportunities to eliminate waste and their CX impact before they ship, not after complaints roll in.
The Deep Bench Program
Leadership Development & Succession Planning
Contact centers live or die on the strength of their agents and the frontline managers. Implementing programs that nurture and grow your individual employees from their first day of orientation through their promotion to director and beyond; I will teach your leadership team how to grow a deep bench of talent at all levels. I will institutionalize the values of cross-training, mentoring, and the need for redundancy to eliminate single points of failure. This is the work I find most enjoyable and my lasting relationships with past subordinates speaks for itself. I will design coaching frameworks, scorecards, and succession pipelines that build a genuinely deep bench, not just a title change for whoever's next in line by tenure. I've taken teams from having no real succession plan to being able to fill nearly any key role from within, verified through actual readiness, not assumed from good intentions.
Workforce Management Optimization
I rebuild the mechanics that determine whether your service level targets are aspirational or achievable: forecasting, scheduling, intraday management, shrinkage, and adherence. I've done this from the ground up more than once, in operations ranging from single-site teams to multi-hundred-agent centers.
AI & Automation Strategy
I help leadership teams evaluate where AI genuinely helps: real-time agent-assist, conversational AI, automated QA, transcript-based coaching, agentic outbound. My voice carries weight with leadership on AI decisions because I advocate clearly for the tools that fit the problem and push back just as clearly on adoption for its own sake. I'm actively working with these exact tools today, not speaking about them secondhand.
Voice of Customer & Closed-Loop Feedback
Measuring sentiment is easy. Building a closed loop where negative feedback reliably triggers root-cause action, and where contact volume itself gets reduced instead of just handled faster, is the harder, more valuable work. I've built VoC programs from scratch and used them to drive real product and process change.