I began my career on the phones in 2002 at an MCI call center, where I learned firsthand the pressure reps carry—especially when customers are upset, frustrated, or escalating.

Early on, I realized performance struggles weren’t about effort, but about support. I was selected to help build a QA and training department from scratch, focused on real coaching and feedback—and it delivered measurable results.

Across MCI/Verizon, Charter, and CitiMortgage, one truth stayed consistent: strong QA and ongoing coaching were the heartbeat of every successful operation.

In 2018, after the housing market recovered, I entered the fast-growing home and auto warranty industry. While I found great mentors, I also saw the same gap repeated—limited ongoing QA, coaching, and feedback in an industry where every call matters.

I created The Warranty Whisperer to close that gap—helping reps communicate calmly and confidently, and helping leaders build systems that support both performance and people.