Abcam, a Danaher operating company, is a global leader in life science research tools, providing high-quality antibodies, proteins, and assays to support scientific discovery across fields like cancer research, neurological disorders, and infectious diseases. As Head of Customer Service for the US, I oversee teams that deliver exceptional support to researchers, ensuring their access to the tools and resources needed for groundbreaking advancements. Joining Abcam during its integration into Danaher has allowed me to contribute to strengthening its customer experience strategy within a leading life sciences organization.

DNSimple is a domain management and DNS hosting provider that offers streamlined services for domain registration, DNS hosting, SSL certificates, and more. From 2019 to 2024, I served as the VP of Customer Success, leading initiatives to enhance customer satisfaction and retention. During my tenure, I focused on aligning customer needs with company offerings, resulting in improved service delivery and strengthened client relationships.

I founded Epochal Operations to help leaders and organizations navigate pivotal transitions with clarity and purpose. My work focuses on aligning strategies with core values, building strong, adaptable teams, and creating sustainable growth through actionable insights. As part of this mission, I host *Epochal Growth*, a podcast where I explore the complexities of leadership, personal growth, and navigating change. Through candid conversations with industry experts and innovators, I aim to provide thoughtful perspectives and practical advice for anyone looking to make a meaningful impact in their work and beyond.

With over a decade of remote work experience, I help individuals optimize their personal remote setup and guide leaders in building and managing high-performing global remote teams.

I specialize in building high-performing teams by fostering alignment, trust, and clear communication, creating environments where individuals thrive and collective goals are achieved with impact. I can help you navigate building and scaling teams from the ground up or restructuring existing ones to thrive in new spaces. By focusing on strong foundations and clear processes, I ensure teams are set up for long-term success.

I excel in team management by fostering collaboration, clear communication, and accountability, ensuring everyone feels supported while driving toward shared goals. I can help you navigate managing diverse teams, addressing challenges, and creating systems that empower individuals to thrive while keeping the team aligned and effective.

I specialize in designing onboarding experiences that set up both customers and team members for success. By creating clear, engaging processes, I help build confidence, foster connection, and ensure a smooth transition into roles or services, driving alignment and long-term satisfaction.

I’m an expert in customer service and support, with a focus on building systems that create seamless, personalized experiences. I help teams deliver exceptional outcomes by blending empathy, efficiency, and strategic problem-solving to foster trust, loyalty, and lasting customer relationships.

I specialize in building Voice of the Customer programs that turn feedback into actionable strategies. By fostering cross-functional collaboration, I help organizations align customer insights with business goals, driving innovation, loyalty, and long-term success.

I excel in creating strategies that drive customer loyalty and retention, including achieving a 40% increase in subscription retention and doubling revenue within two years. By building trust, delivering value, and fostering meaningful relationships, I help teams turn customers into long-term advocates. Through personalized experiences, proactive engagement, and data-driven insights, I create sustainable growth and measurable impact.

I specialize in transforming data into actionable insights, helping teams make informed decisions that drive measurable impact. With experience increasing contract renewal rates by 100% and tripling high-value contracts, I leverage data to identify trends, optimize strategies, and uncover growth opportunities. By collaborating across functions, I ensure data is effectively utilized to align goals, enhance performance, and deliver meaningful results.

I specialize in designing employee training programs that empower teams to excel while fostering long-term retention. By creating engaging, tailored learning experiences and clear growth pathways, I’ve supported teams to achieve higher productivity and job satisfaction. My approach has contributed to reducing turnover and building resilient, high-performing teams that thrive in dynamic environments.

I specialize in crafting seamless omni-channel experiences that ensure consistency and alignment across all customer touchpoints. By integrating insights from diverse channels, I help businesses create unified strategies that drive engagement, enhance customer satisfaction, and boost retention. My approach ensures every interaction, whether digital or in-person, builds trust and reinforces brand loyalty.

I excel in creating personalized CX strategies that make every customer feel valued and understood. By leveraging data and insights, I design tailored experiences that address individual needs, build trust, and foster long-term loyalty. My approach ensures that personalization drives both customer satisfaction and business growth, creating meaningful connections at every touchpoint.

I specialize in Customer Success Management, building programs from the ground up to drive value and foster loyalty. Through proactive engagement and tailored solutions, I’ve achieved 100% contract renewal rates and tripled high-value agreements. My approach ensures customers achieve their goals while aligning their success with sustainable business growth.

I specialize in crisis management, guiding teams through high-pressure situations with clarity and focus. By implementing proactive strategies and fostering calm, solution-oriented collaboration, I’ve successfully resolved critical challenges while minimizing impact. My approach ensures teams navigate crises effectively, maintain trust, and emerge stronger.

I am an advisor and consultant with extensive experience in technology integration, equipping CX teams with the tools they need to thrive. By aligning systems with business goals, I’ve enhanced workflows, eliminated redundancies, and supported scalable growth. My approach ensures seamless adoption and empowers teams to deliver exceptional results.

I create cohesive brand experiences that connect with customers and reinforce loyalty at every touchpoint. By aligning messaging, design, and customer interactions with the brand’s core values, I’ve helped teams deliver impactful, consistent experiences that drive engagement and strengthen trust.

I empower teams to build strong customer advocacy programs that turn satisfied customers into passionate advocates. By fostering trust, delivering exceptional value, and creating opportunities for engagement, I’ve helped drive word-of-mouth growth and long-term loyalty. My approach ensures customers feel valued and motivated to champion the brand.

I have extensive experience in outsourcing, guiding organizations to build successful partnerships that enhance efficiency and scalability. By aligning goals, managing vendor relationships, and ensuring seamless integration, I’ve helped businesses optimize operations and maintain high-quality customer experiences. My approach balances cost-effectiveness with strategic alignment to drive sustainable growth.

I help organizations navigate vendor management by fostering strong partnerships, setting clear expectations, and ensuring alignment with business goals. Through effective communication and accountability, I can guide you in optimizing vendor relationships to enhance efficiency, reduce costs, and drive operational success.

I help organizations unlock the power of customer-led growth by transforming feedback and engagement into strategic action. By deeply understanding customer needs and aligning those insights with business goals, I guide teams to build loyalty, foster advocacy, and create lasting relationships. Whether it’s designing customer-centric programs or optimizing touchpoints, my approach ensures growth is driven by meaningful, value-focused experiences that benefit both the customer and the business.

I have experience in the biotech industry, where I’ve supported complex customer journeys by aligning service excellence with the unique needs of scientific and research-focused clients. My work has focused on building trust, streamlining processes, and ensuring seamless support for high-value, mission-driven initiatives.

I bring consulting experience that focuses on aligning strategies with business goals to drive impactful results. From optimizing operations to empowering teams, I’ve guided organizations through challenges and opportunities, ensuring clarity, efficiency, and long-term success.

I have experience in ecommerce, optimizing customer journeys and building strategies that drive engagement, retention, and sales. By aligning operations with customer needs, I’ve helped create seamless shopping experiences that foster loyalty and deliver measurable growth.

I create dynamic company and customer events that go beyond logistics, crafting experiences that build connection, showcase value, and drive engagement. Whether it’s energizing internal teams or deepening customer relationships, my approach ensures every detail aligns with strategic goals and delivers memorable, impactful results.

I have extensive experience in SaaS, driving customer success and retention by aligning solutions with user needs. From onboarding to renewal, I focus on optimizing the customer journey, fostering engagement, and scaling strategies that deliver measurable growth and long-term value.

I have a background in tourism, creating personalized experiences that inspire connection and loyalty. By blending operational excellence with a deep understanding of customer expectations, I’ve helped deliver memorable journeys that drive satisfaction and repeat engagement.

I have experience in European luxury car rentals, delivering tailored, high-touch experiences that cater to discerning customers. By focusing on premium service, attention to detail, and seamless operations, I’ve helped create unforgettable journeys that reflect the sophistication and expectations of a luxury clientele.

Worked within Freshdesk for many years, and am back to using Freshchat.

Close relationship with the team at HelpScout and understand it's functions.

Managed all CSM data within Zoho

Frequently on webinars and discussions with Hiver.

Over 8 years in Confluence

Close with the team at Happitu and understand their systems well.

Love this product and all that work there.

Currently handling all phone calls through this service.