CUSTOMER Is What I Do
Improving EVERY aspect of the Customer Experience is my specialty .
The Blind Spot Audit
Contact Center Efficiency & CX Alignment
Most efficiency projects get scoped and measured without ever asking what they cost the Customer. I evaluate your staffing changes, script rewrites, and automation rollouts for exactly that blind spot — 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 frontline managers. I build the coaching frameworks, scorecards, and succession pipelines that create a genuinely deep bench — not just a title change for whoever's next in line.
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.