Hi, I’m Diane. Nice to meet you.

Every broken process leaves fingerprints on the customer experience. And I notice them all.

I’ve always been the person who’ll write a 5-paragraph review over a bad interaction or a poorly designed product. For years, I didn’t realize that obsessive attention to detail was quietly shaping how I saw operations. Now, it’s my edge.

For 8 years, I worked as the operational right hand to executives running 7- and 8-figure companies. I sat in the engine room, watching how decisions, workflows, and silos played out on the front lines. My job wasn’t just scheduling meetings. It was building the invisible systems that made leaders look seamless to their boards, their teams, and ultimately, their customers.

And what I saw was clear: when operations break, customers feel it first. Trust slips. Profits follow.

That’s why I earned my Lean Six Sigma Green Belt during my career as an Executive Assistant. I didn’t want to just patch chaos. I wanted to master the science of eliminating it.

Today, I partner with executives and founders as a strategist and diagnostic operator. I find where internal friction quietly turns into customer frustration, then build operational backbones that scale trust, speed, and profitability without ballooning cost or complexity.

Customers remember how you make them feel. And if you don’t build for that, you’re building a ceiling over your growth.

The Philosophy That Stops the Chaos

Every operational design I create is rooted in practical leadership, accountability, and customer-focused performance. These principles guide how I approach every engagement:

Customer Trust Drives Revenue

Revenue follows trust. When operations crack, customer relationships slip. Every system I build is designed to protect the people who keep your business alive.

Systems Over Heroics

Businesses run on discipline, not daily firefighting. I don’t build around individual heroics; I engineer processes that deliver consistency at scale, so trust doesn’t depend on “who’s on shift.”

Leaders Make or Break It

Tools don’t fail. Leaders fail when they treat systems like side projects. I design structures that only work if leadership models them, because culture eats process for breakfast.

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Proof in Practice: Turning Chaos Into Leverage

The systems I build aren’t hypothetical. They’ve been forged inside high-growth teams, new executive functions, and lean organizations where operational clarity made the difference between growth and gridlock. Here’s what that looks like in practice.

    • The Problem: A newly formed partnerships team had unclear roles, fragmented approvals, and inconsistent workflows. Meetings dragged, projects stalled, and the team was stuck in day-to-day firefighting rather than focusing on strategy.

    • The Solution: I mapped existing workflows, clarified mission and individual responsibilities, integrated the team with cross-functional departments, and established structured metrics and operating rhythms. I piloted changes, iterated, and scaled gradually to ensure adoption.

    • The Result: Decisions moved faster, conflicts dropped, and the team operated independently while executives focused on high-level priorities. Meeting efficiency improved and travel and expense spend decreased by nearly 20%, turning a chaotic startup environment into a predictable, high-performing operation.

    • The Problem: Early hires were leaving within days, wasting recruiting cycles and disrupting team momentum. Onboarding was rushed, chaotic, and lacked clarity, making high-potential employees feel unsupported.

    • The Solution: I built a Day-0-to-Day-90 onboarding program with pre-onboarding prep, clear first-day goals, role buddies, structured milestones, and ongoing check-ins. Managers were equipped with bandwidth planning to ensure they could coach new hires effectively.

    • The Result: Early exits dropped sharply, engagement increased, and new hires contributed meaningfully from day one. Managers regained confidence in their team’s capacity, and the organization developed a repeatable, high-impact onboarding system.

    • The Problem: A sales team faced a new CRM rollout with a long, complex sales cycle. Attempting to teach every feature at once risked overwhelming the team, slowing adoption, and reducing productivity.

    • The Solution: I designed a phased, role-focused training program. We identified the critical tasks that drove immediate results, trained core users first, reinforced learning through Champions and peer coaching, and layered in advanced features over time.

    • The Result: The team achieved operational competence quickly, adoption rates accelerated, and productivity increased without disruption. Errors dropped and momentum was sustained, turning a potentially chaotic rollout into a smooth, scalable process.

    • The Problem: A top-tier law firm’s EA team faced uneven workloads during peak periods, with some attorneys inundated and others underutilized. Critical tasks risked being delayed, threatening revenue and client satisfaction.

    • The Solution: I implemented a shared triage inbox to centralize urgent requests and enable the team to dynamically route work based on bandwidth. Administrative procedures were standardized and high-volume document production optimized.

    • The Result: Attorneys’ billable time increased immediately, urgent tasks were consistently completed on time, and the team operated more predictably. The small operational fix unlocked significant efficiency and protected the firm’s most valuable resource: time.