I am a support and operations expert focused on working with start up companies to solve customer experience challenges.
Are you scaling and need a strong foundation and workflow? Do you have an existing team and need a refresh? Are you wondering about tooling and the right channels to best support your customers? Let’s talk.
It all begins with a problem your business needs to solve.
I hear from startup leadership over and over again who have orgs that their support org is fractured, confusing, that they lack insights into KPIs, customer experience and feedback. I also work with those startups who have no CS and are doing it all themselves.
I hear that agent performance is not meeting standards and that morale is low. I hear about hard working CX leaders who need a little guidance to continue scaling and developing high performing teams.
I hear that organizations may not need a full time CS leader (yet) and are looking for an expert to handle getting their foundation built and ready to scale.
These are the things I solve.
What I do
(and do well)
Understand
Clarify problem areas with leadership
CX Data analysis
Company goals
CX team
Research
Industry best practices
Tooling for problem solving within budget
Customer experience and effort
Assess
Areas of opportunity
Team skills and leveling
Tooling
Channel strategy
Activate
Strategy and execution planning
Timelines
Execution
SOP documentation