Frequently Asked Questions
Got questions? Here are the answers to the ones I hear most often.
General Questions
A Fractional CX Executive provides senior-level leadership without the full-time salary. You get the same strategy, structure, and execution a VP of Customer Experience delivers—on a flexible basis.
That Call Center Guy is Leo Lopez, a 25-year veteran in CX operations and contact-center leadership. He's worked with startups, enterprise brands, and everything in between.
I've built and scaled CX systems for e-commerce, SaaS, retail, subscription services, and BPO providers. The principles of great customer experience apply across every industry.
Most clients begin within 1–2 weeks of the initial Discovery Call. Retained plans start as soon as the first strategy session is scheduled.
Yes. Nearly all of my engagements involve hybrid or fully remote teams. I design communication and accountability frameworks that keep everyone aligned regardless of location.
Absolutely. I provide leadership coaching, QA frameworks, and hands-on workshops to raise CX maturity inside your team.
Hourly sessions start at $195, assessments at $595, and monthly retainers range from $795 to $2,495. There are no hidden fees or long-term contracts.
Most begin with an assessment, followed by 4–8 weeks of targeted execution and optional monthly advisory support.
Yes. I regularly coordinate with BPO teams, technology providers, and internal leadership to unify operations and reporting.
I'm based in Los Angeles, California, and I work with clients nationwide. Time zones don't matter—results do.
No. While I specialize in helping Pre-Seed to Series C startups, I also work with established brands that need strategic CX leadership, interim support, or specific project work. If you're growing fast and need help building or fixing your support operations, we should talk.
I work with a limited number of clients at a time to ensure I can deliver quality work. That said, I'm flexible with engagement models—whether you need a few hours a month or interim leadership for a quarter, we can probably make it work. Reach out and we'll figure it out.
Usually within a week. After our discovery call, I'll send over a scope and agreement. Once signed, I can start immediately. No long sales cycles, no corporate red tape.
I've worked across eCommerce, SaaS, subscription services, healthcare, financial services, travel, and more. CX fundamentals apply across industries—it's just a matter of adapting to your specific customer base and product.
Service Questions
Yes. I have relationships with dozens of BPOs, tech vendors, and service providers. But I don't take kickbacks or commissions—my recommendations are based on what's best for your business, not who pays me.
Both. I can advise on what to buy and why, or I can manage the full implementation—vendor selection, RFP, contract negotiation, rollout, training, and go-live. It depends on what you need.
Consulting is strategic—I help you design systems, solve problems, and build plans. Interim leadership is operational—I step in and run your CX team day-to-day while you hire, scale, or transition. Most clients start with consulting and move to interim leadership if they need more hands-on support.
Yes, if that's what you need. I can handle vendor relationships, QA, performance management, and business reviews—so you don't have to. Or I can coach your team to do it themselves. It's flexible.
Absolutely. I can help you define roles, write job descriptions, interview candidates, and onboard them. I've built teams from scratch dozens of times—I know what works.
Pricing & Engagement
Retained Advisory: $799/month (4 hours live + unlimited async support).
Project-Based: Custom pricing based on scope and timeline.
Interim Leadership: Monthly retainer based on time commitment.
All engagements start with a free discovery call to figure out what you need.
Project-Based: Custom pricing based on scope and timeline.
Interim Leadership: Monthly retainer based on time commitment.
All engagements start with a free discovery call to figure out what you need.
No. For retained advisory, you can cancel anytime (no lock-in). For project work, we agree on a scope upfront and I deliver it. For interim leadership, we'll define a timeline based on your needs.
For project-based work, yes—we can structure payments in milestones. For retained advisory, it's month-to-month. I'm flexible and will work with you to find something that makes sense.
That's totally fine. Start with a free CX assessment. We'll talk through your situation, identify the biggest gaps, and figure out what makes sense. You're not committing to anything—just getting clarity.
How We Work Together
1. Discovery Call: We talk through your challenges and goals.
2. Scope & Proposal: I outline what needs to happen and how long it'll take.
3. Kickoff: We align on priorities and get to work.
4. Execution: I deliver—whether that's strategy docs, implementations, or hands-on leadership.
5. Review & Iterate: We check progress and adjust as needed.
2. Scope & Proposal: I outline what needs to happen and how long it'll take.
3. Kickoff: We align on priorities and get to work.
4. Execution: I deliver—whether that's strategy docs, implementations, or hands-on leadership.
5. Review & Iterate: We check progress and adjust as needed.
I work remotely by default (I'm based in LA). For interim leadership or major projects, I can travel as needed—but most clients find remote works great.
However works best for you. Slack, email, Zoom, phone—I'm flexible. For retained advisory clients, I'm available via async channels (Slack/email) plus scheduled calls. For project work, we'll set up a regular cadence.
I'm platform-agnostic and can work in whatever tools you're already using. For project management, I typically use Notion, Asana, or Trello. For communication, Slack or email. For docs, Google Drive or Microsoft 365.
Still Have Questions?
Let's talk. Book a free discovery call and we'll figure it out together.
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