Andy P.
Director of CX
"Lea is a highly analytical, customer-centric individual who is a brilliant manager and communicator. Time and time again she proved herself to be able to take control and ownership over big initiatives and execute them flawlessly and on time. Lea personally introduced a variety of innovative, customer experience improvements that improved customer satisfaction and overall retention."
Mark S.
CEO​
"Lea led initiatives to improve the end-to-end customer journey, driving measurable improvements in customer satisfaction, retention, and engagement. She worked cross-functionally with teams across marketing, business development, and support to align our customer experience with our business goals. Through a combination of customer insights, process optimization, and a deep understanding of user behavior, Lea helped shape a more seamless and impactful customer experience."
Stephanie Z.
CMO
"During a period of rapid growth in 2021-2022, Lea built and led our Customer Experience function with exceptional foresight. She anticipated what we’d need to scale, put the right systems and team in place, and led by example in how clients should feel when interacting with the brand. She’s both strategic and hands-on, and an absolute pleasure to work with."
Latest Thoughts on CX
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My Journey
Creativity. Expertise. Passion.
I am passionate about building experiences that make people smile, on both ends of a transaction. Through diverse academic and professional experiences (plus a little something that’s uniquely me!), I am most impactful when leading teams, building systems and solving complex problems. I excel at seeing all sides of a topic, whether that be a customer’s experience, a process change or a brand message. I am a creative, a people-person, and a team player who values integrity and collaboration above all else.
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I have the skills to transform an organization's customer experience:​
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CX Strategy & Customer Retention
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CRM Workflow Automation
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Remote Team Leadership & Coaching
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Process Optimization & Service Mapping
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KPI Development & Service Gap Analysis
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VOC Programs & Leadership Consultation
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Loyalty & Happiness Initiatives
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Onboarding & Customer Operations
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Training & Course Development
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Facilitation & Public Speaking
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Customer Escalations & High-Rick Communication
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How did I get here?
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Daniel L.
Director of Sales
Lea is an exceptional team player and customer experience leader. She is highly organized and meticulous in building processes that empower her team to work effectively and autonomously. Lea excels at managing customer expectations and knows how to create truly delightful customer experiences. She brings empathy, structure, and accountability to everything she does
Chris J.
Director of Online
"Working with Lea was a pleasure. Not only did she always have a smile on her face, no matter how challenging the day, she always came up with solutions with the customer in mind, while staying true to the company goals. Whenever Lea committed to a task, communication or whatever needed to be done, I had the confidence it would be done and done right."
Sean N.
Director of Marketing
"Lea is a true professional. Always a team player and a pleasure to work with. Lea has an abundance of talent matched with a work ethic to move mountains when needed!"
Aleeyah G.
Customer Success
"Lea leads with both strength and empathy, effortlessly taking on challenges and guiding her team with encouragement and clarity. "
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