As founder and owner of Serve Business Consulting LLC, I leverage 20 years of customer service expertise to elevate businesses and non-profits in Colorado Springs. Since launching ServeBC in 2021, I've helped organizations not only recover from the Covid-19 pandemic's impact but exceed their pre-pandemic performance. My diverse background spans customer retention, sales, retail, food service, management, and volunteer coordination. I've guided non-profits in expanding volunteer and donor bases, assisted companies in developing SOPs for improved customer and employee retention, and established departments focused on enhancing customer experience. Recently, I introduced training and fractional CXO programs for businesses committed to delivering a "Kingdom Class" experience to all stakeholders. My approach, rooted in "Living to Serve," is passionately shared with clients. At Serve Business Consulting, we tailor solutions to meet each organization's unique needs, whether implementing customer retention strategies, improving employee satisfaction, or optimizing service quality. My goal is to empower businesses to create meaningful, lasting relationships with both customers and employees. We specialize in helping organizations create exceptional experiences that drive loyalty and growth. With a focus on practical, results-driven strategies, I work closely with clients to identify areas for improvement and implement effective solutions. My consulting approach combines data-driven insights with a deep understanding of human behavior and customer psychology. By fostering a culture of service excellence, I help businesses stand out in competitive markets and build strong, sustainable relationships with their stakeholders.

As a Member Development Specialist at Medi-Share, I honed my outside sales skills while educating prospective members on the unique aspects of our healthcare sharing program. This role involved conducting in-depth consultations with individuals and families, explaining how Medi-Share differed from traditional insurance options. I became adept at articulating complex healthcare concepts in an accessible manner, ensuring prospects fully understood the benefits and mechanics of our faith-based healthcare sharing community. By identifying and addressing specific needs and concerns, I built trust and rapport with potential members, leading to increased conversions. I effectively communicated Medi-Share's unique value proposition, including its cost-sharing model, faith-based principles, and commitment to supporting members during medical needs. This experience not only sharpened my sales acumen but also deepened my understanding of the healthcare landscape and alternative healthcare solutions. The skills I developed in this role, particularly in communicating complex ideas and building lasting client relationships, have proven invaluable in my subsequent career endeavors.

As a founding member of Medi-Share's Retention Team, I played a key role in shaping our department's success. I'm particularly proud of developing the Retention Playbook, which is still used as the core training program today. It's all about effective communication and creative problem-solving – skills I put to good use in crafting our customer de-escalation and retention processes. Training new team members was a big part of my role, and I loved the one-on-one mentoring. It wasn't just about teaching the technical stuff; it was about instilling the importance of empathy and active listening. These skills are crucial in our field, and I saw firsthand how they translated into results. Speaking of results, I consistently maintained a withdrawal save rate between 18-22%, which is pretty impressive in our industry. In fact, it led to me being named Top Performer in 2019 for the highest save rate in the department. But you know what? It wasn't about the numbers for me. It was about finding innovative ways to keep our members satisfied and loyal. This experience was invaluable in honing my skills in customer service, strategic problem-solving, and leadership. It's been the perfect foundation for my current work in customer and employee retention consulting. I'm always excited to share these insights and help other businesses create their own success stories in customer retention.

As a Member Service Representative at Medi-Share, I initially focused on providing basic customer service, addressing members' questions and concerns promptly and professionally. This role allowed me to hone my communication skills and develop a deep understanding of our healthcare sharing program. In March 2018, I transitioned to advanced medical bill problem-solving, leveraging my growing expertise in healthcare billing practices and insurance claim procedures. Working closely with members, healthcare providers, and internal teams, I resolved complex billing issues, negotiated fair prices, and ensured our members received optimal care within our cost-sharing community framework. This experience not only enhanced my customer service abilities but also provided valuable insights into the healthcare industry's intricacies. I took pride in guiding members through confusing and stressful medical billing situations, contributing to their peace of mind and financial well-being while deepening my understanding of the healthcare sector.

As a 1099 Account Executive, I wore many hats and made a real impact on our clients' businesses. My role went far beyond just selling IT services – I was a problem solver, a relationship builder, and a key player in shaping our company's customer-centric approach. One of the most rewarding aspects of my job was crafting cost-effective, tailored solutions for each client. I dove deep into understanding their unique challenges and goals, then worked my magic to match them with the perfect IT solutions. It was like being a tech matchmaker, ensuring our clients got exactly what they needed without breaking the bank. I was passionate about elevating the customer experience at every touchpoint. Whether it was a quick check-in call or a full-scale tech overhaul, I went above and beyond to deliver that wow factor. This commitment to exceptional service helped me build a loyal clientele who not only stuck with us but became our biggest advocates. I'm proud to have played a key role in shaping our company's policies around customer experience and retention. By implementing strategies that put our clients at the heart of everything we did, we created a framework that fostered long-lasting relationships. From streamlined communication channels to personalized support plans, these initiatives significantly boosted our customer satisfaction and retention rates. My approach wasn't just about closing deals – it was about building partnerships. I took the time to truly understand each client's business, becoming a trusted advisor they could count on for all their IT needs. This resulted in a growing network of satisfied clients who saw us as an integral part of their success. In this role, I honed my skills in strategic planning, relationship management, and technology consulting. I learned to adapt quickly to the ever-changing tech landscape, always staying one step ahead to ensure our clients had access to the latest and most effective IT solutions.

As a 1099 Account Executive for a local Credit Card Processing provider, I crafted and delivered cost-effective payment processing solutions tailored to each business's unique needs and financial goals. By thoroughly analyzing client operations and market positioning, I ensured that our offerings not only met but exceeded expectations, driving both client satisfaction and company revenue. I consistently provided an elevated customer experience that fostered loyalty and long-term partnerships. My approach centered on active listening, prompt problem-solving, and proactive communication, which resulted in a significant increase in client retention rates and positive referrals. I played a key role in establishing and refining company policies that prioritized customer experience and retention. By leveraging insights from client feedback and industry best practices, I helped create a framework that empowered our team to deliver exceptional service consistently. I cultivated strong, lasting relationships with clients across various industries, becoming a trusted advisor in their payment processing needs. This approach not only enhanced client loyalty but also led to expanded service adoption and increased revenue per account. Staying at the forefront of payment processing trends and technologies allowed me to provide clients with cutting-edge solutions that kept their businesses competitive in an ever-evolving market. This commitment to continuous learning enabled me to offer valuable insights and recommendations that went beyond basic transaction processing, ultimately contributing to the growth and success of both our clients and our company.

As the full-time Director of Music Ministries at St. Paul Catholic Church in Colorado Springs, I led a transformative expansion of our volunteer music ministry, growing from 8 volunteers across 4 Masses to over 40 active participants. This growth enabled us to enhance our musical offerings and introduce new elements to our liturgies. Concurrently, I pursued personal development, earning the Basic Organist Certification from the National Association of Pastoral Musicians, which improved my skills and allowed me to provide comprehensive training to our volunteer musicians. My role encompassed close collaboration with clergy to align musical selections with the liturgical calendar, organizing rehearsals, workshops, and spiritual retreats for volunteers, and fostering a strong sense of community. I consistently sought innovative approaches to improve our ministry, including introducing diverse sacred music genres, incorporating multilingual selections to reflect our congregation's diversity, and leveraging technology for efficient music planning and scheduling. These efforts not only elevated the quality of our musical worship but also deepened the spiritual experience for our parishioners and created a more engaged and skilled volunteer team.

Lean Six Sigma - Yellow Belt

Mountain Home Training

2019

Credential ID: MHC-2000

Crucial Conversations for Mastering Dialogue

Crucial Learning

2022