I’ve spent nearly five years working at the intersection of customer support, operations, and customer experience. 

 

Throughout my career, I’ve worked across support escalations, knowledge management, quality assurance, AI-assisted workflows, reporting, and cross-functional collaboration with product and engineering teams. I’ve learned that great customer experiences don’t happen by accident. They’re built through thoughtful systems, clear communication, and continuous improvement. 

 

That’s why I created Beyond the Queue. 

 

This blog is where I share lessons from the operational side of customer experience: the processes, decisions, and strategies that shape what customers experience every day. Here you’ll find perspectives on support operations, AI in customer support, knowledge management, quality assurance, customer insights, and the work that happens behind the scenes to create better customer experiences. 

 

Thanks for stopping by!

 

— Andrea

 

 

Connect with me:

• • LinkedIn