Hi, I'm Rachael, founder of Pont CX Consulting.

I'm currently pursuing my Master's degree in Information Systems and have built my career across multiple industries, including information technology, food service, retail, logistics, sales, marketing, and customer operations. Throughout each role, I noticed a common challenge: organizations often focus on either operational efficiency or customer experience, but rarely both at the same time.

My passion lies in bridging that gap.

Whether I'm evaluating a customer journey, analyzing a workflow, or identifying process bottlenecks, I enjoy uncovering how people, systems, and processes connect. I'm also skilled at identifying where those connections break down and finding practical solutions to improve them. My experience has taught me that exceptional customer experiences don't happen by accident. They are the result of thoughtful operational design, clear communication, and alignment across the organization.

Beyond my professional experience, I bring the perspective of a customer, a mother, and a caregiver. These experiences have reinforced my belief that every interaction matters and that small moments of friction can have a significant impact on trust, loyalty, and long-term business success.

At Pont CX Consulting, I help organizations identify disconnects between customer expectations and operational execution, creating practical, scalable solutions that improve both the customer experience and business performance.

Because when experience and execution work together, businesses and the people they serve thrive.