Skill set
Elizabeth in a few words
Strategic CX leader with over 20 years of experience turning operational chaos into customer-centric clarity. I specialize in leading transformation for organizations during growth or turnaround phases, helping companies redesign service operations, align tech to real-world workflows, and build resilient, human-first teams.
Whether building a Customer Experience roadmap, fixing broken order entry flows, or optimizing CRM processes, I bring structure, empathy, and immediate impact. Available for project-based, interim, or fractional work.
Based in the U.S. | Available for remote consulting, fractional leadership, or project-based engagements.
Experience
- Thomas ScientificCX ConsultantPRIVATE EQUITYDecember 2024 - Today (5 months)
- Reduced case backlog by 60% in 30 days via process redesign, RPA deployment, and triage protocols.
- Improved order entry turnaround and customer response time by 45% through new SOPs and CS prioritization.
- Spearheaded Salesforce-driven service design and internal training improvement
- Parker HannifinCX Strategy LeadLOGISTICS & SUPPLY CHAINMay 2019 - December 2024 (5 years and 7 months)
- Boosted CSAT by 33% and NPS by 30 points YoY by leading cross-division CX restructuring.
- Migrated customer service from Oracle to Salesforce, enabling better visibility and smarter workflows.
- Reduced attrition and increased engagement by 35 points through coaching and recognition programs
- ClearentSupport Operations ConsultantDIGITAL & ITFebruary 2017 - August 2019 (2 years and 6 months)• Led SaaS support team transformation: 25% CSAT lift, 12% cost reduction, and automation of routine tasks.• Developed KPIs and aligned IT, Product, and Support to improve customer experience delivery.
Recommendations
Education
- B.S. Healthcare AdministrationTiffin UniversityB.S. Healthcare Administration