AI-Driven
CX Leader

I elevate the customer experience by building scalable solutions and actually fixing organizational problems. I have experience in:

  • Leading teams of up to 300 service agents.
  • Supporting BPO relationships and managing vendor contracts. .
  • Rewriting the Customer KPI playbook, including developing a proprietary support health index.
  • Pioneering AI-powered support automation that cuts costs without cutting quality.
 Download Resume / Contact me

What I do:

Automate
Customer Support

Use modern support tools to enhance the customer experience and identify gaps in the product.

Reduce
Unnecessary Volume

Surface and eliminate hidden support costs. Leverage humans for value-based conversations.

Build
Effective Teams

Lead and structure high-performing organizations while building AI-ready career paths that help support professionals grow.

"Charlotte has two things that stand out as a leader: a big brain and a big heart. Working alongside her means you will learn more, get better and feel like she cares about all of it."

Vendor Operations Performance Lead, Shopify

Build a Customer Support strategy that works.

 Download resume / contact me