About
I’ve spent 20+ years building and scaling support teams for startups and enterprise brands, not from the sidelines, but in the middle of the mess. I’ve led everything from help desk rollouts to board-level CX strategy, and I specialize in turning CX from “cost center” into a growth lever executives actually respect. I mentor because I don’t believe leaders should have to earn every lesson the hard way. I share what’s worked, what’s failed, and what I wish I’d known sooner so others can move faster, think sharper, and build CX that actually holds up in the real world. If you want it tighter, edgier, or more casual, I can dial it in any direction.
Experience
My consulting style is hands-on, practical, and rooted in real operational experience. We focus on what actually works in your environment, not what just looks good on slides.
Expertise
I’ve lived through tool migrations, bad implementations, and good ones, and now I only oversee good ones. I have an understanding of how this systems work and what support teams need.
I’ve worked with outsourced teams that felt like partners and others that felt disconnected, and learned why governance matters.
I’ve built teams from scratch and stepped into teams that needed to be rebuilt, learning quickly what structure actually scales and what falls apart.
I’ve seen how onboarding can make or break great hires, and I’ve redesigned it more than once after watching people struggle for the wrong reasons. Built structures for adding 30+ new hires per week.
I’ve led support teams through growth, churn, tooling changes, and exec pressure, and learned where operations quietly succeed or fail. Maximum capacity was just over 300 sears; experience both onshore and offshore.
I’ve spent years building foolproof dashboards that drive decisions, clarity and understanding from the frontline to the c-suite.
I’ve run feedback programs that were ignored and ones that changed priorities, and the difference was never the survey, it was the follow-through.
I’ve implemented trained programs across experience levels and learned that confidence and understanding matters more than perfect documentation.
I’ve taken teams from single channel to multiple channels, across email, chat, phone, social, and self-service, and saw firsthand how complicated this makes workforce management, planning and real time execution.
I’ve handled vendor relationships when things were smooth and when they were tense, and learned how expectations shape performance.
Industry
CX Collective is a practitioner-led hub for CX leaders who want real strategy, real tools, and real impact. We help CX teams move from cost center to growth engine through practical playbooks, workshops, and community built for people actually doing the work.
CX Collective Advantage operates in the customer experience training and professional development space, focused specifically on operational CX leadership. It provides practical, on-demand learning, playbooks, and workshops designed to help CX leaders improve support operations, strategy, and execution in real business environments.
Toolkit
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