I began my career in financial services and later pivoted to service oriented initiatives, supporting clients in education, the arts and youth sports programming.

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It was during my time at American Express as Chief of Staff, that I was exposed to the field of Customer Experience and it would shape my future career objectives as I looked to solve business problems through the lens of the customer. As a strategic thinker who is also a hands on problem solver, I find working with small organizations exciting. 

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What I have noticed at small organizations (including for profit and non-profit)

• There is no strategy; just keep flipping the switch and keep the lights on

• There is no vision for change; we are at the mercy of our market

• We don't really know our customers, but we do know the complainers

• We don't measure much and we don't know how to if we wanted to

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Large organizations have the luxury of planning and strategy resources who can support their need to be innovative and who measure the performance of their business. Small organizations do not know where to begin.

 

This is where I can help.

 

With my experience and education, I am the consultant, advisor, chief of staff, head of the transformation office and lead CX officer all in one resource.

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When everyone else is fixated on AI and the latest technology, I am focused on the customer and the back to the white board approach.​

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A little more about Michelle:

• Author; The Customer Experience of Youth Sports (publish date TBD)

• Earned Doctorate in Business Administration (2024) from Florida International University

• Supports youth sports listening posts using her research methodology to measure customer satisfaction and predict success metrics for programs

• Supports clients in their strategic planning process and operational improvement goals

• 13 years of Financial Service industry experience in Financial Management, Strategy and Operations

• 8 years + as board president for several Parent Teacher Organizations

• Designed e-commerce strategies and communication programs for non-profits

• Linked In Profile 

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