🪄 Mastering the Alchemy of Exceptional Customer Experiences ✨
Teleported into the innovation crucible of Silicon Valley's tech realm, surrounded by the brightest minds, my journey grew from a spark. Now as a seasoned professional, I weave integrity, ethical astuteness, and enchanting charm into every interaction.
With a harmonious blend of empathy, professionalism, and enthusiasm, I forge bonds. I craft experiences that are discreet, security-minded, and imbued with a sprinkle of delightful fun. I reduce complex volumes to their basic elements and rebuild them for strength, clarity, and ease of absorption.
Beyond fostering relationships across vast distances, I passionately embrace the idea that every sales moment is an opportunity to serve, and every service moment is a canvas for crafting joyous outcomes. Welcome to a world where customer experience becomes pure gold.
People & Process Leader
A leader with the ability to create a positive and supportive work environment, motivate and inspire others, build strong relationships, and develop and implement processes that continually improve efficiency and effectiveness while bridging the gaps within teams.
Customer Experience & Support Operations Expert
A proven track record of providing excellent customer support and driving customer satisfaction. Skilled at resolving customer issues efficiently, going above and beyond to anticipate client and customer needs, and providing valuable solutions.
Data-Driven Problem Solver
Able to use data to identify root causes, solve problems, make informed decisions about how to improve the customer experience, and share the results of analysis with others through clear and concise written and verbal communication and data visualization.
“Customer experience is AI now. What can you offer?”
I'm glad you asked, because my experience authoring knowledge bases, leading large and small teams of people, and creating scripted chatbots aligns perfectly the current and future needs of customer experience leadership.
Knowledge bases aren't going away; they are the primary source for generative AI content, but they must be automation-ready. I have an extensive history of writing, auditing, and maintaining knowledge bases that accommodate people as well accessibility tools and screen-reading software, which means I have been developing knowledge bases that are fluent for both people and automation for years.
People and AI agents alike need onboarding and training, benchmarking, measuring performance with clear goals, and regular coaching and feedback loops to constantly improve. To deliver customer success, an organization must define what success looks like, then communicate that with the CX leader, who must distill it for the CX team, implement metrics and track them, and then share with their team based on the data and insights collected from customers. The same is true whether the team is made up of people or AI agents. I have a decade of experience developing in these capacities.
Putting the customer insights I collected to use and using experimentation to select the best-performing workflows and copy, I developed HubSpot chatbots that resolved over 30% of new customer questions and converted 80% of funneled leads into customers. Given the chance, I will reproduce and further improve those numbers on a larger scale because I understand the foundational structure that produces repeatability, I keep up with the rapid developments in customer experience and AI technology, and I read and absorb information from the best minds in these industries.
Process improvement is my specialty, drawing generously from ITIL 4 Foundation, to use data to implement actions that produce measurable results. Whether my team is humans or bots, regardless of the industry or product, I have the skill, drive, creativity, and curiosity to meet the demands in today's competitive landscape. I will lay the framework and build a modern customer experience that measures and improves the value the customer receives relative to the friction they experience.
And by the way, the empathy, compassion, and understanding between individuals sharing the human experience in all its complexity, the sparks that only happen between one person and another, these are not going away. AI is a tool to harness and multiply, not to erase or replace me.
Leading humans and training AI share the same core principles.
Clear goals, continuous learning, and data-driven feedback loops unlock their full potential. And with a decade of experience wielding these tools, I'm ready to empower my team.
This is just the beginning.
My experience can help create a future-proof CX team that blends human empathy with AI efficiency. Because in the end, it's not about replacing humans, it's about empowering them and their AI counterparts to create remarkable customer experiences.
Testimonials
"There are four things about Aimee that make her a superstar:
1. She has excellent judgement. Time and time again I trusted her to make the call on her own I never regretted it. She knows how to take in information and make a good decision.
2. She is not afraid to jump into the unknown and figure things out. She thrives in an environment with a well-defined problem, even if there's little direction on how to solve it. She is not afraid to roll up her sleeves and figure out tough problems.
3. She's an excellent people manager. When she solves a tough problem, she knows how to rally a team to scale the solution, not just solve it herself.
4. Whatever she is doing, she brings nothing but the highest level of dedication to driving the right outcome. She knows what it takes and she brings it. Overall, she's an incredible asset and I am going to miss working with her."
"Aimee wore a lot of hats at Tophatter and she excelled at each one. She single-handedly scaled up the support team as needed (scaled down empathetically as needed). She energetically took on multiple new responsibilities as situations changed, quickly learned the skills and excelled at them again. She is a DOER - figures things out by herself, solves them and comes back to you with recommendations or feedback, that are actionable. She is a humble leader and led her teams by example - thus amplifying her impact every day. She is an excellent communicator - managing up and down multiple levels with ease. She embraced and embodied the culture in way that made everyone feel welcomed, comfortable and included. Because of her curious mindset, she's always learning something and never afraid to roll up her sleeves.
Don't hesitate if you get a chance to work with Aimee - she's the best!"
"Few people have the opportunity to work with a manager who is also a great coach, mentor and easily approachable—but I did when I worked with Aimee.
As a manager, she has all the essential characteristics: responsive, positive, analytical, and inspiring. Aimee‘s facilitation skills are second to none. She doesn’t just direct, she guides, coaches, and encourages. And I'd recommend her without hesitation. :)"
Latest posts
Lorem ipsum dolor sit amet, consectetur adipiscing elit.
Latest posts
Lorem ipsum dolor sit amet, consectetur adipiscing elit.
Contact me
Lorem ipsum dolor sit amet, consectetur adipiscing elit.
Consulting Services
My specialty lies in building robust support infrastructure, crafting effective protocols, streamlining workflows, delivering targeted training, and generating insightful reports. This is particularly beneficial for teams facing resource constraints. As your support department grows and your product undergoes transformations, I will stand by your side as a trusted advisor, pinpointing potential threats to your customer satisfaction and presenting proactive strategies to overcome them.