Hi! I'm Danie!
I'm a customer experience professional with 10+ years of experience managing CX programs at founder-led DTC brands. I love building smart systems and feedback loops that keep customers happy and teams informed. Scroll to learn more!
What I do
Ten years at start-ups means my CX skillset is broad and a bit unconventional. That means I can own every piece of CX, and have picked up a lot of skills that live outside a typical job description along the way.
Systems & Automation
Hand me a so-so CX platform and I'll give you back a system that's faster to respond from, has fewer manual steps, and lets less fall through the cracks, cutting average handle time by up to 60% in the process. I build integrations across Shopify, subscriptions, reviews, WMS, email, SMS, and social, plus workflows that reach out to customers proactively instead of waiting for a ticket.
AI & Chatbot Implementation
Automation should never mean sacrificing good experiences or a brand's integrity. Instead, it should free up teams for the white-glove moments that turn customers into loyalists. I build chatbots that automate up to 40% of conversations, with a 4.9 CSAT, making sure sensitive topics are always routed to humans.
Knowledge Base Architecture
I build and maintain external help centers and internal SOPs and messaging databases that keep teams aligned. That work has increased first contact resolution by 65% and Help Center engagement by 50%.
Voice of Customer
Customers are saying important things, explicitly and implicitly. I build VOC dashboards that pull sentiment from every channel (email, tickets, social, reviews, even Amazon) and surface trending issues so teams can investigate intentionally instead of guessing. I also set up feedback loops with quality and fulfillment teams, so what customers are experiencing actually reaches the people who can fix it.
Day-to-Day CX Management
I can own your inbox, manage the team that owns your inbox, set standards, and maintain KPIs. I've never lost my love of talking to customers, so I'm always happy to jump in.
Ecommerce & Launch Support
I track and submit web issues, advocate for customers during product launches, and deliver insights post-launch. I also audit subscription platforms for a better customer experience and work with marketing on upcoming promotions so the team's never caught off guard.
Where I've been
Four different companies, four different lessons in what it takes to own CX end-to-end.
Customer Support Associate → CX Manager
Joined as a support associate and grew into a CX manager, seeing the brand through a product recall, an acquisition, and hypergrowth along the way.
CX Manager
Helped build the CX program from scratch on a high-profile, high-follower brand, and saw it through launch.
CX Operations Manager
Ran CX for a few founder-led brands at once, plus shorter, pointed projects for others, like chatbot builds, help center rebuilds, and CX manager coaching.
CX Operations Manager (Systems and Automation)
Started out managing a support team, then moved into a dedicated systems role owning chat and email AI, integrations, and automation end-to-end.
What I'm proud of
A few projects I got to build from the ground up, and I'm still proud of today.
RXBAR
Year-Round VIP Gifting Program
We identified high-value customers and personally packed and shipped hundreds of branded gift boxes throughout the year to show our appreciation. It's the kind of treatment you mostly see brands give influencers now, but we did it for the customers that already loved us!
RXBAR
Company-Wide CX Onboarding
I led a program where every new hire, executives included, spent their first two weeks answering tickets and taking calls before starting their actual role, so nobody touched the business without first understanding the people it served.
FEASTABLES
Launch-Ready From Day One
I trained 30 agents who handled 150,000 messages in the first month, on systems stable enough to absorb the volume without breaking.
PENDULUM
Kustomer to Gorgias Migration
I owned this migration from start to finish: new workflows, new integrations, and a brand new AI agent, all with zero disruption to our service.
What I care about most
I do my best work on teams that share my same values.
Humility
There's always more to learn.
Collaboration & communication
We're better together :)
Skillfulness
10 years in start-ups made me real scrappy.
Curiosity
Love a question, love asking why, really love getting the full picture before I start a project.
Intentionality
You gotta scope before you sprint.
Flexibility
Always ready to pivot! And quick to act once I do.
Brands I'd be great for
It's important that I really love what I'm working on. Here are some spaces where I'd thrive!
Food & snacks
Crafts & making
Homewares
Paper goods & stationery
Thoughtfully made apparel
And also!
Here are a few other fun things about me.
Thanks for stopping by!
If you think I might be a good fit for your team, I'd love to hear from you.