Rachel Fabrizio

Customer Services Manager

Rachel is the Customer Services Manager at DotPerformance. She is the person clients hear from first, return to most, and remember longest. Fifteen years of experience across customer service, project management, and client delivery means she does not just understand what a good client experience looks like. She knows how to build one, and how to sustain it.

What drives her is the relationship. Not the transaction, not the ticket, but the actual human connection that sits underneath a good working partnership. Rachel understands that clients do not just want their problems solved. They want to feel that someone is genuinely on their side. That is what she brings, consistently, and it is why the people who work with her tend to stay.

Her role spans more than most people realise. Project management, CMS training, user testing, first point of contact, and the countless small acts of coordination that keep a client relationship healthy over time. She holds a lot of threads simultaneously, and she holds them well.

What makes her particularly effective is her ability to take complexity and make it clear. Whether she is explaining a technical process to a client who is not technical, or navigating a difficult conversation about expectations, Rachel finds the right language for the room. She has an instinct for people that is hard to teach and impossible to fake.

People who work with Rachel will tell you the same things: her energy is genuinely infectious, she is almost always smiling, and her warmth and efficiency arrive in equal measure.

What does Rachel's role actually involve?

More than the title suggests. Rachel is the connective tissue between DotPerformance and its clients. She manages the day to day of client relationships, oversees project communication, delivers CMS training, and ensures that what has been built actually works for the people using it. She is often the person who spots a problem before it becomes one, and who keeps a project moving when the momentum stalls. She does all of this with a consistency of warmth and positivity that clients notice and remember.

What makes a good client experience, in Rachel's view?

Clarity, consistency, and the sense that someone is actually listening. Rachel's approach is to understand what a client needs before they have fully articulated it, and to communicate in a way that makes things simpler rather than more complicated. She knows you have to understand the room before you can work it, and she reads rooms quickly.

What kind of clients does Rachel work with?

Anyone who works with DotPerformance will work with Rachel. She is the constant across client relationships of every size and type, and the reason many of those relationships run as smoothly as they do.

What changes when client services is done well?

Clients feel the difference immediately, even if they cannot always name it. Projects move more cleanly, issues get resolved before they escalate, and the relationship between the client and the agency starts to feel less like a service arrangement and more like a genuine partnership. That shift is what Rachel creates.

Where is Rachel based?

Rachel is based on the Isle of Man.