For nearly 10 years, I’ve been in the thick of customer service – leading teams, handling tough conversations and figuring out what really works when it comes to keeping customers happy.

I’ve managed teams from small but mighty groups of 5-8 reps to full-scale crews of 60+ team members and if there’s one thing I’ve learned, it’s this: great customer service isn’t about scripts or robotic replies – it’s about real, human connection.

As the go-to point of contact for de-escalating highly unhappy clients for many years, I know firsthand how important it is to approach every interaction with empathy, strategy and a clear resolution plan. That’s why I’ve spent years running ongoing, hands-on training for customer service reps – helping them not only understand customer frustrations but also triage issues, communicate with confidence and solve problems effectively.

Beyond frontline communication, I’ve also built and maintained business systems designed to streamline operations and keep service running smoothly. From creating scripts for email templates, phone and in-person interactions to structuring workflows that support efficient, customer-focused solutions, I make sure businesses have the tools they need to deliver top-tier service – without the guesswork.

At the core of it all, I thrive on empathy and understanding how people work – because at the end of the day, great communication is what makes businesses (and life) run smoother.

As a mom of two venturing out in the world every day, I’m constantly reminded how much the world could benefit from streamlined, thoughtful communication, and I’m passionate about helping businesses build service strategies that feel just as natural as they are effective.

Now, I help businesses like yours build straightforward, no-fluff customer service systems that create better conversations, happier customers and stronger businesses.

Let’s make customer service your biggest competitive edge – and have fun doing it!