About Me
Hi, I'm Aliza: A New York-based CX professional who specializes in translating between worlds - whether that's bridging technical teams and end-users, or finding common ground across cultural divides.
This site is my BIFT (Before I Forget That) archive of hard-won lessons about what actually improves customer experiences. For better or worse, it's also where I experiment with emojis like it's 1999 Geocities.
Professional Roots
I cut my teeth in industries where trust is earned through clarity:
- Consumer medical products where miscommunication has serious consequences
- Ecommerce and HVAC trades where jargon loses customers fast
- 24/5 global teams balancing automation with human touch
Why My Approach Works
Growing up as a perpetual new kid (moving a lot = constantly adapting to new communities) taught me how to:
- Decode unspoken pain points (like recognizing when "confusing" really means "culturally mismatched")
- Spot patterns others miss (turning support tickets into double-digit growth as a CX leader and early-warning signals for QA/Support teams)
My main goal: Systems should serve people, not the other way around.
Fractional? Freelance? Consultant?
Call it what you want - I call it getting things done.
The buzzword buffet keeps spinning ("fractional" is just freelance with better PR), but what matters is delivering results. Whether you need a consultant, contractor, or temporary specialist, my approach stays the same:
Labels don't build systems - skills do. Let's skip the semantics and start solving problems.
Skills That Fix What's Broken
- Turn Complaints Into Revenue
Prioritize fixes that recover 15-30% of at-risk customers - Make CX Profitable
Convert support insights into product improvements - Operational Forensics
Turn ticket data into prevention strategies - Technical Debugging
Resolve SSO/API failures at scale - Automate With Humanity
Self-service that knows when to escalate - Global CX Architecture
Design systems that work across 8+ time zones - Team Training
Cut onboarding time by 40% through better documentation - Localization
Adapt workflows for cultural/technical constraints - Compliance Navigation
CPA CPE, FERPA, NYSDEC regulatory systems
Want to discuss CX strategy?
I occasionally advise companies on international operations—when the problem interests me and the team has integrity.
Topics I explore:
- Scaling support without losing humanity
- Debugging cross-cultural friction in CX
- Turning compliance into competitive advantage
Projects
CX Stiltskin: Turning Tickets Into $200K
Case study from my pre-COVID ecommerce years where 4,000+ helpdesk tickets could get spun into gold and generate $200K revenue by fixing actual pain points that customers complained about.
⚠️ Your mileage may vary: Results depend on your specific CSAT goblins and available pixie dust.
The BIFT Aquarium
Why toxic CX cultures aren't about "bad fish" but poisoned water 🐠 - complete with detox checklist.
Pesticide Database
Built for tradesmen in my life who needed help navigating bureaucratic reporting requirements.
Currently in the Works
Tableau dashboards and an ML tool for Amazon product searches.
Blog: Raw CX Insights
Where I document hard truths about customer experience:
- Unfiltered Case Studies
Global support failures and fixes
Data-driven culture change - Technical Deep Dives
SSO integration pitfalls
CRM migration war stories
Let's Be Internet Friends 🌐
I've been online since the 1990s and still believe the web works best when we're all connected.
Looking for:
- Fellow GeoCities survivors
- People who remember webrings
- Anyone making professional spaces more human
Let's connect like it's 1999: Find me on LinkedIn 🤝