Maria romano

I transform frontline employees into Customer Experience Officers who take ownership of results, communicate with influence, and create experiences that increase revenue and retention. With more than four decades of leading high-pressure service operations, including scaling a 125-person, $17M organization, I bring real-world frontline leadership experience, not theory. My framework blends influence psychology, leadership standards, and measurable execution to help companies align behavior with business objectives. The result is practical culture change that shows up in customer satisfaction, repeat business, and team accountability. Companies hire me because their frontline teams are the profit engine of their organization, yet most have never been trained to think like owners. I don’t deliver motivation without mechanics. I deliver standards, language, and behavioral systems that turn everyday interactions into revenue-producing moments. If your organization depends on nurses, sales associates, planners, hospitality staff, call center reps, or frontline managers, your results depend on how they communicate under pressure. That’s where I work.