Kelley Cutforth
Founder, aperture CX
I can translate what Support sees into terms Finance, Product, Sales and Engineering will act on.
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My Background
I've spent 25+ years across Finance, Customer Support, and Program Management. In Finance and operations roles at four companies across three industries, I built driver-based forecasts and what-if scenarios. As a Program Manager, I built project plans, broke down milestones and tracked program risks and progress. And as VP of Customer Service at Chegg, I wrangled the queues, quality controls, automation and dashboards that keep leaders buried in daily operations.
Why I do this work
The people closest to the customer shouldn't watch their best ideas die, or quietly absorb the workarounds. Yet it happens all the time, because they speak the language of support, not business value.
Why the combination of CX and Finance matters
CX coaching and certifications often cover channels, queues, and quality scorecards, but rarely the P&L.
Finance-for-managers courses teach the P&L but can't connect it to the impact of seasonal demand or holiday promotions flooding the support queue.
The Aperture Method teaches you to translate in both directions.
How I work
I don't hand you an answer, I teach you to ask questions that break the problem apart until you can put a price on trade-offs and find the piece you own.
Credentials
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MBA, Santa Clara University
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Six Sigma Green Belt
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Project Management Professional (PMP) for nearly 10 years