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Price per hour
min
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Soon.
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English
New York, United States of America
Joined August, 2025
0.0
Free
Price per session
30 min
I’m a Customer Experience leader with deep experience building and scaling CX teams across physical retail and e-commerce. I’ve led organizations through major transitions—bringing outsourced support in-house, launching AI and self-service tools, and transforming CX into a true driver of growth. What excites me most is mentoring others: sharing lessons learned, helping professionals navigate challenges, and showing how empathetic, strategic CX can create impact for both customers and businesses.
I joined Boisson as a CX consultant, where I cleared a six-month backlog of customer issues in just four weeks while raising CSAT to 4.7 and reduced fulfillment issues from 24% to 8% of orders. After three months, I was asked to step into the VP of Retail and CX role, where I worked with the team to open the Miami store in just five weeks. I also partnered with marketing to align digital and retail strategies, with the aim of creating a seamless omni-channel experience.
At Pepper, I managed a high-stakes transition to a new BPO partner right before the holiday season, building onboarding, knowledge resources, and decision trees to safeguard quality. Through close cross-functional collaboration, we maintained a 4.5+ CSAT and achieved 98%+ SLA performance. I also launched a CX Insights program that turned customer feedback into actionable improvements, directly fueling product decisions and sales growth.
While consulting for Tatcha, I focused on managing CX thoughtfully — introducing labor forecasting to optimize staffing and reduce costs, while ensuring the team was prepared for campaigns and tent-pole events. Additionally, I integrated clienteling practices into CX, helping agents deliver more personalized, relationship-driven support. The combination of operational discipline and human connection reinforced CX as a driver of growth.
At LIVELY, I led both Customer Experience and Retail, integrating the two departments to improve SLAs by up to 11% while reducing payroll costs by 21%. I launched programs that positioned CX as a revenue driver, built key retail SOPs, and drove store performance to 209% over the prior year.
Balancing efficiency with empathy has been central to my approach, improving SLAs, CSAT, and costs without losing the human touch. As a mentor, I share practical frameworks so others can build scalable, customer-centric support.
Translating customer feedback and performance data into clear stories is how I help teams and leaders make stronger decisions. Well-crafted insights create alignment and open pathways for growth.
Connecting digital and physical touchpoints has allowed me to create seamless customer journeys, wherever they choose to engage. True omni-channel CX strengthens both loyalty and brand impact.
Scaling and restructuring CX organizations has meant focusing on training, empowerment, and collaboration. With the right structure and support, teams become true drivers of customer and business success.
Working across diverse industries has given me the ability to connect every touchpoint into a cohesive story. This full-picture view helps shape experiences that feel consistent, authentic, and customer-first.
Feedback becomes valuable when it drives change — I turn customer voices into actions that shape products and experiences.
Strong vendor partnerships are essential to delivering great CX. I focus on selecting the right partners, setting clear expectations, and ensuring performance consistently supports customers and the business.
Loyalty comes from trust, consistency, and experiences that keep customers coming back. I focus on building programs that strengthen relationships and drive repeat engagement.
Leading CX for fast-growing DTC brands has meant optimizing digital touchpoints and support operations to create seamless online experiences. My work has centered on scaling teams, integrating self-service and AI, and driving both loyalty and revenue.
From driving store performance to leading new location openings, my retail experience blends operational rigor with customer focus. Developing programs like clienteling and visual merchandising has helped create in-store experiences that elevate the brand and connect seamlessly with digital.
Work in this space has involved bringing the customer voice into product, marketing, and operations so CX influences decisions from development to delivery. These efforts have reduced friction, uncovered growth opportunities, and built stronger customer connections.
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