I help companies map and implement clear, scalable strategies that improve customer experience and operational performance. From reducing contact drivers to optimizing support workflows, I work with you to identify what’s not working—and fix it fast.

I configure tools like Zendesk and Salesforce to support your team and your goals—not the other way around. Whether you need better ticket logic, FCR tracking, or a full system clean-up, I make your tools easier to use and more insightful to manage.

Your team can’t do great work without great training. I build onboarding programs, knowledge bases, and lightweight LMS solutions that reduce ramp time, increase consistency, and help people succeed faster—especially in support and account-facing roles.

I turn disorganized docs and tribal knowledge into clean, scalable systems your team can actually use. Think visual SOPs, searchable resources, and workflows that remove guesswork. Tools I often use include ProcedureFlow, Notion, and Google Workspace.

I help you design or restructure service channels—chat, SMS, email, phone—based on customer behavior and business value. This means fewer unnecessary contacts, faster resolution, and higher customer satisfaction across the board.

I advise on staffing models, workload forecasting, and team structure—so you can grow sustainably and serve customers well without overhiring. If needed, I can also help implement tools for WFM, QA, or scheduling.