Before I ever knew what “Customer Experience” meant,
I was already creating it.
As a teenager, I was a cheerleader; rallying energy, building connection.
In my early jobs, I designed backstage experiences for theater and fashion, created visual worlds in shop windows, and found ways to make environments feel alive for the people inside them.
Over the years, I’ve coached, mentored, and led; helping everyone from teammates to clients see their value, grow their skills, and feel like a vital part of something bigger.
That’s the thread running through everything I’ve done: spotting what’s not working, then creating solutions that are a win for customers, employees, and the business.
My mission:
No one should feel like a number or a tool.
Whether you’re engaging with a product, service, or workplace, you deserve to feel like an essential piece of the puzzle - with a clear understanding of the meaning behind your presence.
That’s what drives my work in customer success and community strategy.
The five case studies below show exactly how I’ve done it - in projects that touch every stage of the customer journey.
Case Studies
At the bottom of the page you can go to my featured Case Studies pages.
OR If you’re short on time - check out the summaries HERE —>
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Designed and led a 100-day engagement program that transformed passive members into active, loyal users. Built structured milestones, habit-forming activities, and empowered small groups that increased retention and deepened product adoption. Demonstrated the power of proactive success planning and community-driven accountability in driving long-term customer value.
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Led customer insight and gamification for a full community platform migration and development that improved usability, search, and member engagement. Balanced technical requirements with member needs, managing cross-functional collaboration to ensure adoption. Outcome: higher engagement metrics and smoother onboarding for new and existing members.
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Created a structured member-driven ideation program and adoption strategy that surfaced actionable product and operational insights. Translated member feedback into prioritized roadmaps for both short-term wins and long-term innovation. Outcome: improved product relevance and strengthened community trust.
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Designed and launched a custom peer-to-peer recognition program that empowered employees to celebrate one another through small, meaningful gestures. Framed as surprise-and-delight moments with gamified incentives, the program gave team members agency to create meaning in their work and joy in each other’s days. Outcome: stronger cross-department relationships, measurable boosts in engagement scores, and a more connected culture - all key drivers of retention and internal customer success.
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Built a multi-stakeholder engagement model that transformed parent, teacher, and student experiences. Applied customer journey thinking to education, integrating storytelling, collaboration and environment design to create emotional connection. Outcome: improved retention, satisfaction, media recognition and advocacy among parents.