Rosanna W.

I rebuild broken CX operations — fast. In my last engagement, I took a telehealth company from 12-hour first response times to under 2 hours, and from 7-day resolution times to 4 hours. Before that, I improved CSAT by 32.5% within 90 days at a scaling proptech company, and directed BPO operations across 200+ employees at Roofstock. I'm not an assistant who follows instructions. I'm the person founders and operators bring in when the customer experience is on fire, the team is underwater, and no one has documented anything. I assess, design, build, and hand off — leaving systems that actually hold up after I'm gone. What I typically deliver: CX operations audits — identifying what's broken and what it's costing you Zendesk, Intercom, and HelpScout buildouts, migrations, and optimizations SOP libraries and knowledge bases built for real teams (not just to check a box) AI-assisted workflow design that reduces repetitive contact volume without killing the human experience BPO setup, oversight, and performance frameworks Fractional CX leadership for companies between full-time hires Who I work best with: Series A/B startups scaling faster than their support infrastructure. Founders who are spending too much time in the weeds of customer issues. Operators who know something is broken but don't have the bandwidth to fix it themselves. I've led CX and operations in telehealth, proptech, consumer logistics, and DTC — including regulated environments where compliance and quality aren't optional. If your support operation feels held together with duct tape, I can bring real infrastructure to it — and I can usually tell you exactly what needs to happen within the first conversation. Rate: $125/hr | Fixed-scope projects available