(former)Apple manager 
turned Fractional CXO, Startup Advisor, 
efficiency consultant, & killer storyteller.
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I’m a C-level executive with over 15 years of experience driving customer success, strategic innovation, and operational excellence.

 

At my core, I’ve always been passionate about creating impactful experiences and strategic solutions. I originally majored in Journalism, but I soon realized my strengths could make a bigger impact in the corporate world. I set aside my journalistic ambitions and found my niche in customer experience, strategy, and operational consulting. With a detail-oriented, driven, type-A personality, I became a dream partner for companies looking to grow. I combined analytical skills to create data-driven solutions, strategic insight to design effective processes, and the charisma to bring stakeholders on board.

 

Over the past 15 years, I’ve traveled the world, led global teams, and driven major operational improvements. My time at Apple remains a highlight: I led initiatives that saved the company over $5 million—systems that still operate today, making an impact I can see whenever I walk into an Apple store.

 

As I approached 40, I felt a pull toward more flexible, innovative work. I wanted to apply my skills on my terms, helping companies achieve meaningful growth without the limitations of a traditional full-time role.

 

Today, as a fractional CXO, I bring my expertise to companies seeking strategic customer success and operational improvements from anywhere in the world. I split my time between NYC & London embracing the best of both worlds.

 

I thought I’d be out making headlines, but it turns out I was better at driving bottom lines. I found my real talent in strategizing customer success and bringing business visions to life.

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How I Help Startups Succeed:

Customer Experience & Success Solutions  

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Customer Retention Strategy Development

    •    Design and implement a retention program tailored to reduce churn and increase customer lifetime value, helping clients retain more customers over time.
CSAT Improvement Initiative

    •    Build a dedicated customer satisfaction (CSAT) department to systematically measure and improve customer experience metrics, resulting in a significant CSAT score increase.
Customer Journey Optimization

    •    Conduct in-depth customer journey mapping to identify and address pain points, enhancing every touchpoint to boost satisfaction and loyalty.

 

Operational Efficiency & Process Improvement

 

 Customer Support Process Optimization

    •    Implement process improvements and quality standards to reduce average handling time and improve workforce efficiency, creating faster, more reliable customer support.

Quality Assurance Program Design

    •    Integrate Six Sigma and COPC principles into the quality assurance process, ensuring efficiency, consistency, and improved service quality.

Employee Retention and Recognition Program

    •    Develop a recognition and development program that reduces attrition and increases team morale, fostering a stable, engaged workforce.

 

Strategic Planning & Data-Driven Insights

 

Customer Insights Dashboard Creation

    •    Build an interactive dashboard that provides real-time insights into customer satisfaction, NPS, and retention, empowering leaders to make data-driven decisions.

Fractional CXO Strategy for Startups

    •    Guide a startup through a customer experience strategy that aligns with growth objectives, supporting loyalty and sustainable scaling.

Voice of the Customer Program Launch

    •    Establish a Voice of the Customer program to gather and act on feedback, generating insights that directly improve customer experience and drive strategic decisions.

 

Brand Loyalty & Growth Initiatives

 

Brand Loyalty Program

    •    Develop an initiative to strengthen brand loyalty, increasing repeat purchases and enhancing lifetime customer value.

Customer Success Training Program

    •    Design and implement a training program for the customer success team, equipping them with customer-centric strategies that boost satisfaction scores.

Client Engagement and Retention Strategy

    •    Lead an effort to personalize success strategies, increasing client engagement, retention rates, and upsell opportunities.