About us

Built On Human Skills

I Train Teams for What AI Can't Handle

30+ years navigating every shift in Customer Experience. The tools changed. The essential skills didn’t.

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THE STORY

From Frontline Agent to Strategic Consultant

I started in Customer Experience before “CX” was even a job title.

Back then, we didn’t have AI, automation, or CRM systems. We had phones, paper files, and the ability to think on our feet when things went sideways.

Over 30 years, I’ve worked through every major technology shift

Pre-internet call centers (paper-based everything)

The dot-com boom (first CRM systems, email support)

Social media explosion (public escalations, 24/7 expectations)

Mobile revolution (omnichannel complexity)

And now, AI transformation (automation + human exceptions)

Every time technology changed, companies made the same mistake

They invested millions in new tools. Then expected teams to figure it out without training for what happens when the tools fail.

I watched talented people freeze when automation escalated an angry customer. I saw teams struggle to adapt when workflows changed overnight. I helped rebuild processes after AI rollouts that increased efficiency but destroyed morale.

The pattern was clear

Companies train for the script. They don’t train for the exceptions. And exceptions are where retention lives. Where revenue grows. Where competitive advantage is built. So I built a framework to fix that.

WHY THIS MATTERS

AI Handles Functionality. Humans Handle Essential Impact.

In 2025, I left my role as a Senior Account Manager at a fast-growing produce company. I’d just helped secure $15M in new business growth. I’d turned a $50M churning account into $75M retention and expansion.

But I was increasingly treated as “just a CSR”—despite functioning as a strategic account manager who solved complex problems across sales, product, ops, and finance.

It was the final confirmation of something I’d been seeing for years:

Companies don't value the human skills that drive results. They value the systems.

So I decided to build something that puts those skills front and center.

Modern CX Mindset teaches the Essential Impact Skills that make AI investments actually work. Not soft skills. Not buzzwords. The practical, learnable, measurable capabilities that separate good teams from great ones.

The CANIS Framework:

Customer-Centered Communication
Adaptive Agility
Nurture Strategic Partnerships
Intelligent Innovation
Strategic Change Stewardship

These skills aren't optional. They're essential.

And they’re exactly what your team needs when the script breaks, the plan changes, and AI can’t solve the problem.

Professional Background

30+ Years in Customer Experience:

Senior Account Manager, NatureSweet (2019-2025)

Secured $15M in new business growth
Turned $50M churning account into $75M retention + expansion
Led cross-functional teams through Microsoft Dynamics 365 CRM implementation
Managed strategic accounts requiring custom solutions and executive relationships

Account Manager, Berlin Packaging (2015-2019)

Delivered consistent operational excellence metrics
Contributed to B Corp certification process
Led process improvement initiatives across departments

Additional Experience: Frontline service, team leadership, change management, and customer success across industries including manufacturing, distribution, and logistics

Core Expertise:

Strategic account management
Customer retention and growth strategies
Cross-functional collaboration and leadership
Change management and AI adoption support
Process improvement and operational excellence

Education & Certifications

Master of Science in Organizational Leadership (MSOL)

Focus: Leading teams through change, organizational behavior, strategic decision-making

(Certified Customer Experience Professional)

Specialized Training:

Change management methodologies
AI tools and automation strategies
Microsoft Dynamics 365 implementation support
B Corp certification processes

Professional Development:

Active member, CX professional communities
Regular contributor to industry thought leadership on LinkedIn
Continuous learning in AI adoption, generational workforce dynamics, and human-centered leadership

Let's Talk About Your Team

Whether you’re navigating AI adoption, struggling with escalations, or leading transformation—I can help

Start with the CANIS Quick Check to see where your team stands. Then book a 15-minute discovery call to discuss how Essential Impact Skills training can drive measurable results.