Customer Experience Executive | Contact Center Transformation Leader | Speaker | People-First Strategist

I believe exceptional customer experiences begin with exceptional leadership.

For more than 20 years, I've helped organizations transform customer support operations into strategic business drivers—building high-performing teams, improving operational performance, and creating cultures where both employees and customers thrive.

Throughout my career, I've led large, multi-channel customer care organizations across telecommunications, insurance, government, and SaaS. My expertise spans customer support, billing, retention, partner operations, workforce optimization, quality, and customer experience strategy. Whether turning around struggling operations, leading large-scale organizational change, or coaching future leaders, my focus has always been the same: deliver measurable business results without losing sight of the people behind them.

I'm passionate about:

• Customer Experience (CX) Strategy
• Contact Center Transformation
• Leadership Development & Executive Coaching
• Operational Excellence
• Customer Retention & Loyalty
• AI & Digital Customer Experience
• Employee Engagement & Culture
• Process Improvement & Continuous Innovation

Outside of my corporate career, I'm also a breast cancer survivor whose journey has strengthened my perspective on resilience, servant leadership, and living with purpose. I use my platform to encourage others through authenticity, faith, and perseverance.

I also serve as Director of Communications and Social Media for Mount Gilead Missionary Baptist Church, where I combine storytelling, technology, and community engagement to expand our digital ministry and connect people beyond the church walls.

Whether I'm leading executive strategy sessions, mentoring emerging leaders, speaking to teams, or helping organizations elevate the customer experience, my goal remains the same:

Lead with purpose. Inspire people. Deliver results.

Areas of Expertise

• Customer Experience Strategy
• Contact Center Leadership
• Customer Success
• Operational Excellence
• Digital Transformation
• AI in Customer Support
• Customer Retention
• Leadership Development
• Employee Engagement
• Process Improvement
• Workforce Optimization
• Executive Coaching
• Change Management
• Business Operations
• Organizational Leadership

Let's Connect

I'm always interested in conversations about:

• Executive Leadership
• Customer Experience
• Contact Center Innovation
• Speaking Opportunities
• Mentoring Leaders
• Strategic Partnerships

A few recommendations to elevate your About.me page even further:

• Use a polished executive headshot (the black-and-white portrait you recently created would be outstanding).
• Add buttons linking to your LinkedIn, resume, and email.
• Include a professional banner featuring subtle branding (your name, title, and a clean corporate background).
• Add a concise personal tagline near the top, such as:
  • Transforming Customer Support into a Competitive Advantage
  • Building High-Performing Teams That Deliver Exceptional Experiences
  • Where Customer Experience Meets Operational Excellence
  • Leading People. Elevating Performance. Driving Growth.