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Work Background
EntreprenistaMember of The Entreprenista League
Aug. 2025I am a proud member of The Entreprenista League, a private community created to help founders make meaningful connections that lead to real business results. Join me and other ambitious Entreprenistas and join our community here: entreprenista.com/join
Client Journey AdvisorsFounder & CEO
Apr. 2025Monroe, Georgia, United StatesI partner with CEOs of growing service based companies (especially in the virtual assistant staffing industry) to reduce client churn and increase long-term loyalty. Through Client Journey Advisors, I help founders identify exactly where clients disengage—and transform those moments into opportunities for trust, value, and retention. Using the Compass Clarity Method, I guide leaders to uncover blind spots in their service experience, align internal delivery with client expectations, and implement retention-first strategies that drive consistent growth. The result? Happier clients who stay longer, refer more, and fuel sustainable scale. With proven 94% retention rates, I have 20+ years of client experience expertise grounded in over 100+ aligned partnerships. I am passionate about helping you retain more clients without burning out your teams.
Attorney AssistantDirector of Client Success
Nov. 2022 - Apr. 2025As the Director of Client Success, I play a pivotal role in overseeing both the Client Success Team and the Virtual Assistant Management Team to ensure seamless service delivery and client satisfaction. I am responsible for developing and optimizing workflows, processes, and procedures that enhance operational efficiency and scalability. Key responsibilities include ensuring the teams meet quarterly performance metrics, handling escalated client concerns, and actively contributing to departmental growth and development. As the Director I collaborate closely with the leadership team to drive strategic initiatives that support the company’s continued expansion and success. I am a proactive leader with strong problem-solving skills, a passion for client success, and the ability to build and refine high-performing teams in a fast-paced, evolving environment.
BELAYClient Success Consultant
Jul. 2019 - Nov. 2022Greater Atlanta AreaManage the relationship between our client and contracted employees. Help cast vision for what the client/contractor relationship could be long term. Invest time, trust, and care in order to strategically enhance and grow our client's business by offering additional solutions/services provided by BELAY. Consulting for best practices, tips, and efficiency recommendations for the most effective and productive engagements. Manage the clients current contract agreements. Manage crisis situations and escalate when appropriate.
Children's Healthcare of AtlantaFamily Experience Supervisor
Jan. 2018 - Jan. 2019Greater Atlanta AreaManaged the day-to-day operations of twenty-five staff members, including but not limited to work assignments, task management, time tracking/management, end of year reviews, and on-the-job training. Met with staff on a regular basis to provide support and help with any issues. Took an active role in coaching and mentoring the team to ensure continued employee growth and success both on the team and at the broader CHOA organization. •Helped staff establish, implement, and monitor goals and objectives to be consistent with CHOA’s goals. Which in turn helped meet department goals of completing system wide computer-based training by a certain date. •Partnered with Volunteer Services to create a volunteer greeter program at the information desk which helped improve and meet customer expectations when entering the facility. •Completed interviews and hiring of staff to ensure all positions were filled and helped meet yearly retention goals for the department. •Supported and participated in the continuous assessment and improvement of the quality of care and service provided to ensure patient and family satisfaction.
Children's Healthcare of AtlantaFamily Experience Liaison
Jan. 2016 - Jan. 2018Took trending service data received via NRC Picker surveys and partnered with the emergency department Family Experience specialist to establish best practice. Provided liaison service between customers and hospital staff to ensure that customers received the best service possible. Customer contact, advocate, and resource regarding non-clinical concerns and hospital services available. Maintained a great impression for the hospital and served as a service excellence role model for other Children’s Healthcare of Atlanta staff. •Built and maintained great rapport with medical staff to ensure medical care issues were addressed appropriately and in a timely manner. •Partnered with Patient Representatives on clinical issues to resolve concerns and improve patient and family impression of their healthcare visit. •Collected information on all requests and/or services provided in order to capture what was being utilized, communicated, and provided effectively to help meet customer service scores by 75% or better.
Children's Healthcare of AtlantaProgram Coordinator
Jan. 2014 - Jan. 2016Ensured all business operations for the Day Treatment clinics ran smoothly to help support the clinical staff. Attended, coordinated, ran weekly pipeline meetings. Prioritized and identified children to fill the open slots within the Day Treatment program. Managed patient/family complaints and customer service issues and helped navigate them through the intake process for the programs. •Reported weekly numbers to operations/finance directors to make sure we were meeting our funding goals by at least 80%. •Worked with the financial coordinator to identify 50 % of patients from the wait list who had insurance to make sure we were meeting our funding goals. •Managed/Monitored wait list to ensure 100% of referrals stayed current so that families were receiving the appropriate services.
Children's Healthcare of AtlantaChild Life Specialist
Jan. 2002 - Jan. 2014Helped all ages of children cope with the stress and uncertainty of acute and chronic illness, injury, trauma, disability, loss, and bereavement by providing evidence-based, developmentally and psychologically appropriate interventions such as therapeutic play, preparation for procedures, and education to reduce fear, anxiety, and pain. •Started the Child Life Program within the Radiology Department to provide needed therapeutic services and interventions to that patient population. •Presented at national conferences for two different radiologic societies to promote the growth of the Child Life profession. •Participated in a research group doing a project on Voiding Cystourethrogram testing in children to establish the long term psychologically effects it can produce. •Featured in an article about Children’s Healthcare of Atlanta: RT-Image Magazine •Appeared in the CNN Espanola Special for the Spanish Population, WSB-TV “For Our Children” Special, and WXIA-TV (NBC) “Children’s Employees Help Make Holidays Special for Patients” to educate the community on Child Life services within the hospital setting.
Mission HealthChild Life Specialist
Jan. 2000 - Jan. 2002Asheville, North Carolina AreaHelped all ages of children cope with the stress and uncertainty of acute and chronic illness, injury, trauma, disability, loss, and bereavement by providing evidence-based, developmentally and psychologically appropriate interventions such as therapeutic play, preparation for procedures, and education to reduce fear, anxiety, and pain. Helped plan and implement teen groups Facilitated school re-entry visits for children with cancer Provided many therapeutic outlets and opportunities for chronic populations Helped children and families through the grief process Prepared children for different medical procedures Helped children cope through medical procedures by using distraction Assessed the needs of children and their families
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