Established a customer experience consultancy built on prior leadership experience across CX, digital operations, and brand engagement. Built the brand identity, service structure, and foundational consulting approach to prepare the firm for future work with modern e-commerce organizations.

Provided hands-on support for contractors and Pro customers by loading and organizing building materials in a high-volume retail environment. Operated reach-lift equipment with active certification while maintaining safety standards, efficiency, and consistent customer service.

Served in an executive role responsible for evaluating strategic partners, assessing business legitimacy, and preparing partnership opportunities for internal review during a period of organizational transition and undefined ownership.

Led customer experience strategy in partnership with executive leadership, aligning experience, technology, and operational initiatives across digital channels. Managed key CX programs, platform modernization efforts, and cross-functional vendor collaborations to strengthen automation, retention, and customer insight.

Directed enterprise-wide CX operations and modernization initiatives, leading service stability, technology transformation, and financial recovery efforts during periods of rapid organizational change. Oversaw global support programs, platform migrations, risk mitigation, and customer-facing policy ownership across multiple functional areas.

Directed customer experience operations across all contact channels and support functions. Built foundational performance management processes, reporting visibility, and operational structures to strengthen accountability, elevate service standards, and support scalable CX growth.

Led strategic business process initiatives focused on redesigning CX systems, workflows, and policies to support long-term scalability and operational health. Gathered frontline feedback to identify systemic gaps, developed executive-level process blueprints, and defined future-state recommendations that aligned technology, operations, and customer experience.

Directed customer experience operations during a foundational growth phase, establishing scalable systems, benchmark service standards, and performance structures that strengthened operational efficiency, financial discipline, and service quality across all contact channels.

Managed CX operations and business planning for a 100+ employee support organization during a period of major modernization. Led implementation of UCaaS and Workforce Management platforms, strengthened PCI compliance, and developed operational documentation and training infrastructure to improve efficiency, accuracy, and service quality.