AJ Musselman | About | Customer Experience Leader About
Hi, I'm AJ, a Chicago-based Customer Experience Leader with nearly two decades in customer service and 6 years leading CX operations for fast-growing DTC and CPG brands. Across full-time and consulting roles, I've built and run CX for skincare, beauty, wellness, apparel, and food & beverage brands. I turn support into a competitive advantage without losing the human touch.
I built my foundation in empathy and communication as a flight attendant, where I learned that small, consistent moments create lasting trust. That lesson still shapes how I design processes, guide teams, and build systems.
Skills
CX OperationsInbox operations, SOPs, macro libraries, playbooks, SLA design, and KPI reporting (FRT, CSAT, AHT, SLA) across DTC, Amazon, and TikTok Shop.
Automation & AIConversational AI implementation (Siena), rule-based automation, intent mapping, guardrails, and escalation logic that protects CSAT.
Gorgias Helpdesk ImplementationFull Gorgias setup: views, tags, rules, integrations, Automate, help center architecture, and team training from day one.
Gorgias Certified AdminTeam Building & BPO ManagementHiring, onboarding, coaching, QA, and managing BPO vendor relationships including contracts, SLAs, and performance.