Meet Eclipse cx

Discover our mission and values as we strive to provide exceptional services tailored to your needs.

From the founder

I founded Eclipse CX in 2025 to bring enterprise-grade operational and customer experience discipline to the businesses that need it most: owner-operated and founder-led companies whose growth has outpaced their infrastructure.

For two decades, I built the customer experience backbone of some of the largest retail organizations in the U.S. — leading contact center operations across 16,000+ store locations, negotiating and executing nine-figure BPO partnerships from both the client and vendor sides, and architecting the KPI infrastructure, incident frameworks, and digital platforms that kept omni-channel customer support running at scale. I served as Certified Product Owner over discount and commerce systems spanning 35,000+ POS platforms, and partnered with C-suite leadership on the operational decisions that determined whether ambitious strategies actually delivered.

Eclipse CX is where I bring that experience to boutique-scale engagements — for founders, owners, and operators who have outgrown their original playbook and are ready to build the next one.

A Deeply Held Core Belief

The most reliable predictor of customer loyalty isn’t a campaign, a product feature, or a discount. It’s whether the business actually understands the customer it’s serving — at a depth that competitors don’t bother to reach.

That understanding isn’t a feeling. It’s an asset, built deliberately, through the disciplined collection, analysis, and operationalization of customer intelligence.

The businesses that win in healthcare, aesthetics, specialty retail, and high-growth services are the ones that treat customer knowledge as infrastructure: collected with care, protected with rigor, and applied where it changes outcomes.

That’s the work I do.

Who I Work With

Owner-operated and founder-led businesses ready to scale beyond their current ceiling

Healthcare, medical aesthetics, and recovery practices building patient-experience moats

Specialty retail and service businesses competing on relationship, not price

Growth-stage organizations preparing for the next stage of investment, expansion, or acquisition

Credentials

Two decades of enterprise IT, operations, and customer experience leadership across Dollar Tree, Family Dollar, Dollar General, Genpact, and Whole Foods

Massachusetts Institute of Technology — MIT Sloan School of Management & MIT Computer Science and Artificial Intelligence Laboratory (CSAIL): Artificial Intelligence: Implications for Business Strategy

The Body Language Academy by Joe Navarro — Advanced Body Language & Behavioral Analysis for Executive Leadership

Active operational engagements spanning U.S. and Dominican Republic markets